WLMHT – Creation of a Trust-wide Contact Centre
West London Mental Health NHS Trust had a strategic objective to streamline their internal helpdesks and telephone services and provide cost savings in these areas. A Contact Centre concept was developed that would incorporate the Trust Estates and Facilities helpdesk, the IT Service Desk and the switchboard; the latter had been historically run by Ealing Hospital.
The role included procuring and installing all IT requirements, building works to provide a custom fit environment, and the staff consultation and recruitment to people the new contact centre. This project was a big transformational change for West London Mental Health NHS Trust and Apira provided the change management to enable a successful go-live on schedule. Challenges faced included enabling the different IT systems and kit to work together seamlessly, whilst keeping within the tight budget of the project.
Since implementing the contact centre, significant cost savings have been realised by the Trust. Other key benefits include providing a 24/7 service, and their now merged IT helpdesk, switch-board and estates and facilities helpdesk service has increased efficiencies and streamlined processes.