NHS Greater Glasgow and Clyde
Hammur IT Services were engaged by NHS GGC to work within their EPR (Electronic Patient Record) Programme to assist with the upgrade of Orion Healthcare’s Clinical Portal from version 6 to version 8.
Numerous tasks were undertaken including, assisting with the development of test scripts as well as undertaking some of the testing tasks and recording any failures on JIRA.
We also provided assistance with the migration of 44,000 users and their data from the Portal v6 to Portal v8.
As well as being involved in the upgrade, Hammur IT Services also engaged in planning the handover to BAU support to ensure that 2nd and 3rd Line support were ready to take calls from day one. Part of this task included writing up the Operational Level Agreement (OLA). The agreement describes the responsibilities of each internal support group toward other support groups, including the process and timeframe for delivery of their services.
Following the successful go live of Clinical Portal v8, Hammur were then engaged with working to get NHS GGC to be compliant with the National Document Indexing Standards. This standard was to ensure that the same document categories are used throughout Scotland so as Health Boards modernise and reorganise patient/client care there is a growing requirement for patients/clients to move across traditional geographical and care boundaries. This requirement, in turn, creates a need to have greater sharing of information across the boundaries – whilst maintaining patient/client safety and adhering to appropriate standards.
For this project the main task was to compare how Greater Glasgow and Clyde measured up to the new standard and to recommend the appropriate changes required before they would be signed off by clinicians. Hammur IT then worked with other providers to scope an estimate on the time required to make the changes, effort required to update all documentation that was categorised to the previous index system as well as developing a communication plan for all those that would be impacted.
During this engagement Hammur IT Services was involved in a couple of different roles. Initially the role was a Service Delivery role. This involved Project Managing for a project to utilise the contact centre to provide an out of hours Service Desk. Other activities included looking at the support processes around incident monitoring and how incidents are handled. We also developed a number of KPI’s and associated reporting on ServiceNow. An investigation was undertaken into what items users frequently request, upon completion the Service Catalog within ServiceNow was updated.
Hammur was then engaged in a Configuration Consultant role. This involved implementing a CMDB for CalMac. Data was gathered concerning all the systems and the type of interaction that it would have with other systems and the dependency. This was fed into the Configuration Management Data Base, other details were also added such as the servers the system were on and their location.
Getronics is a global ICT integrator with a strong capability and expertise in Workspace, Applications, Unified Communications and Managed Cloud services to provide a pro-active, end-to-end portfolio to enable the digital user – business or consumer, in both public and private sector.
Hammur IT were engaged to act as a Service Delivery Manager for a number of Getronics clients. Responsible for the delivery of numerous services into their clients, this covered Helpdesk, Change Management, Major Incident Management, Configuation Management and Network Services.
Working for Ricoh, based at their client site of Heineken, as a Process Consultant in the area of End User Comupting (EUC)
Hammur IT were engaged to carry out a deep dive into the help desk calls to establish what was generating the calls. Following this data analysis a number of recommendations were made as to how to make improvements on the current ServiceNow setup that would permit better reporting.
During the time here, we also looked at mapping a number of processes as well as making recommendations around improvements.
CGI had won the contract for providing IT Services to Glasgow City Council. As part of this contact CGI were providing 54,000 iPads to school pupils, upgrading the projectors in the schools along with adding Apple TVs. Hammur IT Services was involved with developing and designing the support service. This involved transferring a temporary helpdesk in Glasgow to Wales as well as working with the support teams, 3rd party suppliers and the end client to develop processes for when users called the Service Desk and the routing of the call.
This was a very high profile project due to it being the largest deployment of Apple devices within an Education setting in Europe and attracted media attention from the likes of the BBC, the Herald, Evening Times, The Times and STV