WebEclipse - a better FM service for less cost
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Using this report report we noticed that all the Trusts running Eclipse-fm show a common pattern of a significant peak in the creation of maintenance tasks early in the day, and then a drop to the "base load" for the rest of the day.
That is of course, no surprise, as the morning peak represents all those tasks saved up since the previous end of normal working hours. But what, in turn, does that mean?
Anecdotally we are also aware of a Friday afternoon peak in enquiries into existing tasks as everyone clears their desk at the end of the week. Eclipse-fm® does not have a report that shows that!
There is a better way
In day to day life self service has become a welcome feature. We dont wait for an operator to connect our telephone calls, we dial them ourselves. Few would want to go back to those days! We besiege the supermarkets in preference to "old fashioned" shops with serving staff.
We have also become used to the Internet. Data entry over the Internet for shopping and other purposes has become common place, for all the reasons of convenience and immediacy that we have become used to - and because you get more control thereafter. Questions like "Where is my parcel" "Change my booking" without needing to wait in a queue on the telephone. And the automation implied has kept costs down of course.
Help desk staff will spend less time on creating tasks, instead doing productive work on tasks already created. That may just be scheduling them for execution, but if it involves finding out more about a particular task, then this becomes a useful contact initiated from the Helpdesk, and will still add up to less time spent overall than is the case when helpdesk staff have to create all tasks.
WebEclipse also reduces the Friday afternoon pressure, as customers can check up on tasks for themselves. This brings the FM service up to the levels we have become used to in other walks of life, such as tracking parcels!
Ward Enquiry - Individual Task History Time and Cost Saving - Not just out of hours?
Self service will not just be for out of hours defect reporting. For many, the simplicity and immediacy of a quick web page entry will be preferred to a phone call to an overloaded Help Desk. But of course that does depend on an available PC, and the response times of the Help Desk staff to incoming calls.
Ward Enquiry - Ward Task History
Includes links to each task
Ward Enquiry - Individual Task History
Time and Cost Saving - Not just out of hours?
Creating a helpdesk task probably takes a minimum of 3 minutes. 12,000 calls in a quarter needing to be created as tasks (not untypical) represents 600 hours. Thats over 3 staff weeks per quarter, or in cash terms around £5,500 per year - at a conservative estimate and leaving aside the Friday afternoon "Whats happened to my task?" calls.
Even if only 25% of those calls went through WebEclipse the potential saving would more than pay for it!
Or a better service?
Of course you will not immediately release £5,500 or even £1,300 for other uses, but the benefits/savings accrue in other ways.
Asset Management - WebEclipse is not just about Helpdesk tasks
WebEclipse also provides valuable asset information to ward etc staff, including location and if on loan.
Eclipse-fm® is a highly effective management system for the facilities function of an NHS trust. WebEclipse offers many opportunities for providing a better service to FM "customers" and a better working environment for FM Staff, at a very low cost.