The Scottish government’s recent mandate to reorganize its National Health Service (NHS) for greater operational/cost accountability and more efficient patient care motivated its NHS-Lanarkshire unit to initiate an IWMS technology upgrade that would cut work order response time and more by implementing ARCHIBUS, the # 1 software solution worldwide for real estate, infrastructure and facilities management.
“We had incompatible systems across multiple services,” notes Maureen McGinn, NHS-Lanarkshire’s Technical Services Manager. “We also had a paper-based work order system, as well as a poorly structured management approach to asset and labor task management. Finally, we had no consistent approach to reporting and measuring performance.”
To address those and other issues, an experienced project team was assembled that mapped out goals and implemented ARCHIBUS to centralize data on a single platform that supports the facilities department’s goals with a more rigorous, standardized approach to processes and metrics.
Web-based Help Desk Adds Self-Service Efficiency
The facilities management department’s most urgent tasks included one that was also the most basic: close the gap between older system/process inefficiencies and customer expectations. That meant eliminating a largely phone-based intake process for work orders and creating an online, self-service system for inputting work requests and tracking the results to improve customer satisfaction.
The system would, among other goals, eliminate duplicate or lost work orders and improve communications with customers that would aid in raising FM service satisfaction levels.
The web-based system resulted in a nearly 60% drop in phone-initiated work requests as users switched to online service requests. In addition, the ARCHIBUS work order system enabled service performance measurement and benchmarking. In addition, the creation of a consistent reporting approach permitted the identification of best practices and areas for improvement.
The ARCHIBUS-based performance monitoring system saw reactive maintenance response times drop from nearly 10 days to approximately two days, and had a similar drop in planned maintenance response times from roughly 35 days down to approximately 5 days. In both cases, the higher level of work request/work order automation enabled the department to more than double the number of jobs it could handle.
Paperless Monitoring System Achieves Government Goal
NHS-Lanarkshire is also the only branch of the National Health Service in Scotland to comply with a government initiative to successfully integrate all aspects of real estate and facilities management online using a single CAFM system. To that end, NHS-Lanarkshire moved from a completely paper-driven system for work orders to a completely ARCHIBUS-based automated online system, with tasks such as asset audits now carried out on hand-held devices.
“The benefits of the ARCHIBUS implementation and development projects were clear and compelling,” notes McGinn. “We established performance measurement and benchmarking while also increasing efficiency and effectiveness of resource utilization through a holistic approach to service delivery. In addition to enhancing customer satisfaction and improving reporting transparency, we accomplished another very important goal: we enhanced the reputation of the facilities department itself.”
As NHS-Lanarkshire continues to refine and expand its ARCHIBUS implementation, the healthcare provider is looking forward to implementing a totally web-based mobile system for facilities management operations as well as complete the move to ARCHIBUS Web Central for all its business processes.
“In addition to developing strategic dashboard reporting as one of our newest goals,” adds McGinn, “we also expect continued significant reductions in paper-based systems as ARCHIBUS capabilities are rolled out beyond work orders to other areas of facilities and real estate management.”
About ARCHIBUS, Inc.
ARCHIBUS is the #1 global provider of real estate, infrastructure, and facilities management solutions with the total annual expenditures for ARCHIBUS-related products and services valued at over $2.3 Billion (USD). For more than 30 years, ARCHIBUS innovations have fostered business transformation that saves users’ organizations over $100 billion annually.
With ARCHIBUS, organizations can use a single, comprehensive, integrated solution to make informed strategic decisions that optimize return-on-investment, lower asset lifecycle costs, and increase enterprise-wide productivity and profitability.
More than 7,000,000 ARCHIBUS users manage over 18 million buildings and properties, with organizations reporting facilities-related cost savings as high as 34%. With over 1,700 ARCHIBUS Business Partners, local and regional support worldwide is available in over 190 countries and more than 32 languages. Headquartered in Boston, Massachusetts, ARCHIBUS, Inc. has pioneered computer-aided infrastructure and facilities management technologies since 1982.