"IBI-helpMe has established itself as a very intensively used reporting channel for employees to ICT. IBI-aws has proven itself as a simple ICT channel for urgent communication with all active employees."
(B. Stucki, Overall responsible ICT)
Luzerner Psychiatrie AG
sees itself as a leading partner in the psychiatric care network of Central Switzerland, where it operates 24 hospitals. Its concept is based on the defined values of appreciation, reliability, flexibility, networking and effectiveness. At the heart of its work is the “relationship” with all dialog and stakeholder groups, both internally and externally. More than 1,600 employees work for the LUPS and ensure basic psychiatric care in Lucerne and the surrounding area.
Background
We provide the SD service from our own ranks with three employees. Our IT infrastructure consists of 380 servers, 180 applications and 1,000 workstations. We are available to employees of Lucerne Psychiatry from Monday to Friday during office hours, both online and by telephone and in person. In the event of a fault, employees can contact our on-call service outside office hours at any time.
Before the introduction of IBI-helpMe, we were informed of faults by telephone and physical contact. Access via the ticket system was virtually unused. In addition, it was difficult to identify which employee had a concern at which workstation (shared workstations and telephone numbers).
It was also not possible for us to provide effective information about known faults and proactive information about upcoming maintenance, etc: We were only ever able to inform our employees statically and on a “pick-up” basis. As a result, our information either did not reach employees at all or reached them too late.
This repeatedly led to major dissatisfaction and uncertainty: Employees were not satisfied with our accessibility and our two primary contact channels (telephone and physically on site) were often heavily utilized. It was also not possible to analyze the workload and the queue.
Goal setting
So we basically needed two things: firstly, a way for employees to report their concerns to us immediately and easily without having to worry about details. On the other hand, we needed to be able to contact our employees easily with urgent or important information. In detail:
1. To offer LUPS employees a simple entry point for reporting problems that everyone can find and that does not require prior registration or training. For us in ICT, it was also important for this reporting channel to obtain precise information about the initial situation (who is sitting in front of which workstation).
2. We wanted to be able to reach active employees quickly and easily via a targeted channel and thus ensure that the necessary information is actually delivered.
In short: two effective communication solutions that both keep any complexity flat - both from the user to IT and from IT to the user.
Solution & implementation
We paid particular attention to simplicity for employees. During our search, we looked at various providers. IBI-aws and IBI-helpMe quickly stood out as uncomplicated and targeted solutions that are also financially viable for us.
The tools were also immediately convincing during implementation: the implementation time and complexity were very manageable. I would be happy if the cooperation with all providers was as constructive and goal-oriented!
Result
With IBI-helpMe, we have received a tried-and-tested reporting channel from our employees to ICT. This means that employees can report their concerns immediately and we receive all the information we need to deal with the problem. Employees use IBI-helpMe very intensively, which takes a lot of pressure off our hotline. Employees can also report their concerns around the clock. So it doesn't matter whether we are present or not.
IBI-aws, on the other hand, has proven to be a simple and effective channel for urgent communication with all active employees.
The investment in both software solutions turned out to be very profitable. I always recommend IBITECH and its products - without ifs and buts - and can fully stand by my opinion.