Case Studies National Health Service-Lanarkshire Cutting Work Order Response Times by 80% with ARCHIBUS

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	National Health Service-Lanarkshire Cutting Work Order Response Times by 80% with ARCHIBUS

National Health Service-Lanarkshire Cutting Work Order Response Times by 80% with ARCHIBUS

Technology Category	Functional Applications - Computerized Maintenance Management Systems (CMMS) Functional Applications - Enterprise Asset Management Systems (EAM) Functional Applications - Remote Monitoring & Control Systems
Applicable Industries	Healthcare & Hospitals
Applicable Functions	Facility Management Maintenance
Use Cases	Predictive Maintenance Remote Asset Management
Services	Software Design & Engineering Services System Integration
Challenge	The National Health Service-Lanarkshire faced significant challenges due to incompatible systems across multiple services, a poorly structured management approach to asset and labor task management, and no consistent approach to reporting and measuring performance. These issues were exacerbated by a government mandate for greater operational accountability and efficiency in patient care. The facilities management professionals at NHS-Lanarkshire needed to address these inefficiencies to meet the new requirements and improve overall service delivery. Read More
About Customer	The National Health Service-Lanarkshire (NHS-Lanarkshire) is a major healthcare provider in Scotland, serving a population that comprises 12% of the Scottish population. The organization operates 3 acute hospitals, 12 community and outpatient hospitals, and 40 healthcare facilities, employing approximately 12,500 people. With an annual budget of around £1 billion ($1.7 billion U.S.), NHS-Lanarkshire covers a service area of 4732 square kilometers (over 1800 square miles). The organization is responsible for providing efficient and effective healthcare services, and it has been under increased pressure to justify costs and improve patient care due to a recent government mandate. Read More
Solution	To address the identified challenges, NHS-Lanarkshire assembled an experienced project team that implemented ARCHIBUS to centralize data on a single platform. This platform supports the facilities department’s goals with a more rigorous, standardized approach to processes and metrics. One of the key solutions was the introduction of a web-based help desk that added self-service efficiency, replacing the older phone-based intake process for work orders. This new system allowed users to input work requests and track results online, significantly reducing the number of phone-initiated work requests and improving customer satisfaction. Additionally, the ARCHIBUS work order system enabled service performance measurement and benchmarking, creating a consistent reporting approach that identified best practices and areas for improvement. NHS-Lanarkshire also moved from a paper-driven system to a completely automated online system using ARCHIBUS, with tasks such as asset audits now carried out on hand-held devices. This transition not only complied with the government initiative but also enhanced the efficiency and effectiveness of resource utilization through a holistic approach to service delivery. Read More Log in to view content
Contents

Technology Category

Functional Applications - Computerized Maintenance Management Systems (CMMS)

Functional Applications - Enterprise Asset Management Systems (EAM)

Functional Applications - Remote Monitoring & Control Systems

Applicable Industries

Healthcare & Hospitals

Applicable Functions

Facility Management

Maintenance

Use Cases

Predictive Maintenance

Remote Asset Management

Services

Software Design & Engineering Services

System Integration

Challenge

The National Health Service-Lanarkshire faced significant challenges due to incompatible systems across multiple services, a poorly structured management approach to asset and labor task management, and no consistent approach to reporting and measuring performance. These issues were exacerbated by a government mandate for greater operational accountability and efficiency in patient care. The facilities management professionals at NHS-Lanarkshire needed to address these inefficiencies to meet the new requirements and improve overall service delivery.

About Customer

The National Health Service-Lanarkshire (NHS-Lanarkshire) is a major healthcare provider in Scotland, serving a population that comprises 12% of the Scottish population. The organization operates 3 acute hospitals, 12 community and outpatient hospitals, and 40 healthcare facilities, employing approximately 12,500 people. With an annual budget of around £1 billion ($1.7 billion U.S.), NHS-Lanarkshire covers a service area of 4732 square kilometers (over 1800 square miles). The organization is responsible for providing efficient and effective healthcare services, and it has been under increased pressure to justify costs and improve patient care due to a recent government mandate.

Solution

To address the identified challenges, NHS-Lanarkshire assembled an experienced project team that implemented ARCHIBUS to centralize data on a single platform. This platform supports the facilities department’s goals with a more rigorous, standardized approach to processes and metrics. One of the key solutions was the introduction of a web-based help desk that added self-service efficiency, replacing the older phone-based intake process for work orders. This new system allowed users to input work requests and track results online, significantly reducing the number of phone-initiated work requests and improving customer satisfaction. Additionally, the ARCHIBUS work order system enabled service performance measurement and benchmarking, creating a consistent reporting approach that identified best practices and areas for improvement. NHS-Lanarkshire also moved from a paper-driven system to a completely automated online system using ARCHIBUS, with tasks such as asset audits now carried out on hand-held devices. This transition not only complied with the government initiative but also enhanced the efficiency and effectiveness of resource utilization through a holistic approach to service delivery.

Impact #1	The web-based help desk system resulted in a nearly 60% drop in phone-initiated work requests as users switched to online service requests.
Impact #2	The ARCHIBUS work order system enabled service performance measurement and benchmarking, allowing for the identification of best practices and areas for improvement.
Impact #3	Reactive maintenance response times dropped from nearly 10 days to approximately two days, and planned maintenance response times decreased from roughly 35 days to approximately 5 days.

Impact #1

The web-based help desk system resulted in a nearly 60% drop in phone-initiated work requests as users switched to online service requests.

Impact #2

The ARCHIBUS work order system enabled service performance measurement and benchmarking, allowing for the identification of best practices and areas for improvement.

Impact #3

Reactive maintenance response times dropped from nearly 10 days to approximately two days, and planned maintenance response times decreased from roughly 35 days to approximately 5 days.

Benefit #1	80% reduction in work order request and response times.
Benefit #2	Approximately 100% increase in work order capacity.

Benefit #1

80% reduction in work order request and response times.

Benefit #2

Approximately 100% increase in work order capacity.

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Overview

National Health Service-Lanarkshire Cutting Work Order Response Times by 80% with ARCHIBUS

Operational Impact

Quantitative Benefit