As part of our mission to be trusted partners that deliver innovative services, we participate in the internationally recognised Service Desk Institute (SDI) annual certificate programme, an accreditation authority for thousands of companies in over 150 countries. In January 2024, we were delighted to reach our highest accreditation since we began our journey with SDI in 2020, achieving three stars, and acknowledged as ‘customer-led’ – a huge accolade and a great achievement for our team.
We are very proud that our focus on meeting the needs of our client partners for the benefit of patient care has been recognised through this three star accreditation.
The programme is designed to certify service desk quality and audits us against 138 Global Best Practice criteria. Each year we are interviewed by an auditor and asked to show supporting evidence around the nine concepts of the Service Desk Institute's (SDI) Global Best Practice Standard for Service Desk. The interviews are designed to evaluate how closely we are aligned with industry best practices to support the delivery of service excellence and drive continual improvement (CI). A selection of our staff and our service users from partner organisations are interviewed and surveyed by the SDI auditor to assess the development of the service we provide.
Some of our partners’ observations were...
- The service desk always exceeds our expectations
- New users are done the same day, which is really useful
- They are good at updates
- The self-service portal is really easy to use
- Completely satisfied
For more information about the NHS SCW service desk,
