Cheshire and Merseyside Commissioning Support Unit: Improving Service Delivery with Secure Remote Support
Company Size
1,000+
Region
- Europe
Country
- United Kingdom
Product
- Bomgar B300 appliance
- Bomgar web portal
Tech Stack
- Remote Support Technology
- Secure Remote Access
- VPN
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Cybersecurity & Privacy - Network Security
Applicable Industries
- Healthcare & Hospitals
Use Cases
- Cybersecurity
- Remote Asset Management
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Cheshire and Merseyside Commissioning Support Unit (CMCSU) is an organisation that was formed through the merger of several previous organisations. It provides support for over 20,000 NHS staff across the region, including clinical staff at 12 Clinical Commissioning Groups (CCGs) organisations, two area teams for the National Commissioning Board and a range of social care, public health and community care professionals. Overall, it is responsible for supporting 11,000 devices in 218 different locations. The organisation was formed as part of a merger, which involved two large service desk teams coming together. As part of this, they decided to look at how they were providing service to users. One team was built for throughput – to get through as many calls as possible, and then follow-up to provide resolution – while the other focused on first-call resolution.
The Challenge
Cheshire and Merseyside Commissioning Support Unit (CMCSU) was formed through the merger of several previous organisations. It provides support for over 20,000 NHS staff across the region, including clinical staff at 12 CCG organisations, two area teams for the National Commissioning Board and a range of social care, public health and community care professionals. Overall, it is responsible for supporting 11,000 devices in 218 different locations. These mergers provided a great opportunity to re-evaluate approaches and strategies for support and service delivery. The CMCSU team decided to move over to a hybrid model for support where calls could be handled in volume while the amount of time spent on resolution could also be improved. This meant a change in approach, and a more strategic role for remote support. This involved commissioning a new remote support product as part of the change.
The Solution
The solution would have to make it easier to support users, as well as provide full security, auditing and call recording services. Based on these criteria, CMCSU chose Bomgar, which provides a secure remote support appliance that runs and manages remote sessions. CMCSU chose a Bomgar B300 appliance with 23 concurrent enterprise licenses to incorporate into the data centre in Wirral, Merseyside. A new web portal, which integrated into the Bomgar appliance, was also rolled out for logging and managing tickets. The new approach is designed to make it easier for staff to respond to problems as they come through, rather than asking people to wait in line on the phone for a response. They can then connect remotely to their systems and fix the issues in a secure and trackable manner.
Operational Impact
Quantitative Benefit
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