HCIS Services
Confidential© 2011, Carestream Health
UK & I
Agenda
1 - Introductions
2 - Services Teams
- UK based Implementation and Incident Support
- EAMER colleagues
p.2
- EAMER colleagues
3 - Programmes and Projects
4 - Remote Proactive Monitoring
5 - eXceed & Net Promoter Score
6 - eService
Introductions
• Norman Pinkney - Services Manager UK & I
• Steve Sparks - Cluster Incident Manager UK, I & EM
p.3
Implementation team
p.4
Rosie Devlin
Allan Somerville
Rob QuigleySteven Sneller
- who’s new?
Mirko Andreoli
Jason
Plastow
Mark Hornby
Liam Harrison
Dave Honeysett
Eugene Ang
Unrestricted Internal Use© 2011, Carestream Health
p.5
HCIS Implementation team UK
- 5 new headcounts
- 10 new names28 people in your UK & I
Unrestricted Internal Use© 2011, Carestream Health
- 10 new names
- new skills to the team
- wide range of experience
28 people in your UK & I
Carestream Implementation team
ISS - The TeamISS - The Team
2014 Service Support Org Chart
p.7
Lorenzo Casanova
Service & Support Manger
INCIDENT MANAGEMENT PROBLEM MANAGEMENT
RELEASE MANAGEMENT
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Steve Sparks
Incident Manager
UK-EM
9 Engineers
2 Junior Staff for proactive monitoring
Per Larsson
Incident Manager
NORDICS
7 Engineers
2 TBH for HSO
Stefano Romiti
Incident Manager
Italy-Iberia
15 Engineers
7 resident Fes
Dominique Gambuli
Incident Manager
France
6 Engineers
1 TBH
Sven Horn
Incident Manager
DACH-BNLX-EE
7 Engineers
1 TBH
Stefania Accardi
Problem Manager
6 Senior Engineers
4 Junior Staff for proactive
monitoring
Marcello Magnano
Release Manager
6 Engineers
1 Student TBH for Lab management
Roles, Organization & ITIL
Product Line Mgt
Business
ManagementRelease, Change &
Configuration
Service
Support
Solution Architect / Change
Management
Ca
res
tre
am
He
alt
h
IncidentManagement
Service Release Mgt(Release &
Test)
ProblemManagement
Service
Design
Service
TransitionService
Operations
Management
ITIL
Ca
res
tre
am
He
alt
h
EventManagement
R&D & Integration
Management
p.9
HCIS Service Support Structure Missions
Service Support
Problem Management Event ManagementIncident Management
MissionMissionMissionMission
Constantly monitor, identify and deal with potential incidents/problems before our Customers experience unplanned service interruptions or performances degradation
MissionMission
Restore normal customer operation as quickly as possible after an unplanned service interruption or performance degradation.
MissionMission
Initiate actions to prevent incidents and problems from happening by identifying the root causes.Eliminate recurring incidents and minimize the impact of those that
cannot be prevented.
MissionMission
Business continuity is our mission……eXceed Customer expectations is our target
p.10
HCIS Service Support Structure R&R
Service Support
Problem Management Event ManagementIncident Management
Responsibilities: Responsibilities: Responsibilities:Responsibilities:
• Service restoration
• Call Triage
• Troubleshooting
• Escalation
Responsibilities:•Root cause analysis and removal
• Incident prevention
• Technical knowledge sharing
• Crisis Management
Responsibilities:•Monitor HCIS devices using the RMS tool
• Develop, install and maintain RMS agents
•Design and document proactive monitoring best practices
Business continuity is our mission……eXceed Customer expectations is our target
Carestream UK
p.11
Jamie D
- ISS Locations
Martin M
Doug V
Jes S
Frank Eyre
Dave HNeil G
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John K
Ivaylo SStephen W
Ron R
p.12
Europe Service Support Organization Chart
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- Stephen Wanjihia
- Ivaylo Svetoslavov
EAMER Teams -EAMER Teams -
Supporting the
UK
Solution Architects
p.14
Integration Team
p.15
The Carestream team
p.16
- supporting the UK&I
45 Carestream people in the UK 45 Carestream people in the UK
directly supporting our
HCIS business
Programmes and Projects
p.17
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NHS Scotland – PACS and RIS
p.18
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NHS Scotland – PACS and RIS
p.19
• 34 PACS Upgrades• 18 months to complete• 22 PACS upgrades completed• 12 sites and 6 months to go
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• 5 RIS upgrades• 2 completed• 3 sites and 5 months to go
• 6 Breast Screening installs• 3 completed• 3 sites and 5 months to go
Carestream Cloud & Hosting Services
p.20
Newcastle
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Providing Services from ISO27001 accredited Data Centres
Edinburgh
Spire refresh programme
p.21
• Move to CS Cloud services
• 26 sites to refresh
• 12 sites completed
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• 12 sites completed
• 5 more by the end of 2014
• 9 to complete in 2015
Cheshire & Merseyside
p.22
• Upgrade to PACS 11.4
• 22 PACS systems to upgrade
• 2 sites (4 PACS) completed
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• 2 sites (4 PACS) completed
• Programme runs to Q1 2015
• Carestream agents deployed
• Countess of Chester
• Arrowe Park
Queen Elisabeth Hospital, Gateshead
p.23
• Carestream Vue PACS & Vue RIS
• Native Reporting into Vue PACS
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• Native Reporting into Vue PACS
• Integrated with a 3rd party VNA
• Live in June
Projects
p.24
- Frimley Park
• Carestream Vue PACS & Vue RIS
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• Carestream Vue PACS & Vue RIS
• In implementation now
Projects
p.25
- York & Scarborough
• Carestream Vue PACS
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• Carestream Vue PACS
• 2 site installation• Just starting implementation
Programmes and Projects
p.26
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Remote
Proactive
Monitoring
(Preventative
Maintenance)
Proactive Monitoring
eXceed & NPSeXceed & NPS
2014 current– eXceed UK
p.32
Unrestricted Internal Use© 2011, Carestream Health
Metric 2014 UK MY UK Goals
%7 communication 44.8 42
%7 response time 40.7 36
%7 resolution time 44.8 50
NPS 52.8 56.2
eService
RIS & PACS
p.34
Customer can open new cases
Plus update existing cases
p.39
Thank youThank you