Case Study: NHS Lanarkshire achieves 80% reduction in work order response times with ARCHIBUS

National Health Service-Lanarkshire Cutting Work Order Response Times by 80% with ARCHIBUS

National Health Service–Lanarkshire, serving a large portion of Scotland’s population, faced a government mandate to integrate real estate and facilities management for better accountability and cost control. The facilities team struggled with incompatible systems, a phone-based work-order intake, inconsistent reporting, and slow response times that undermined service quality.

By implementing ARCHIBUS to centralize data and introduce a web-based self-service help desk and paperless workflows, NHS-Lanarkshire streamlined processes and enabled consistent performance measurement. The change cut work-order request/response times by about 80% (reactive from ~10 to ~2 days; planned from ~35 to ~5 days), roughly doubled work-order capacity, improved reporting transparency and customer satisfaction, and achieved government CAFM compliance.

NHS Lanarkshire

Maureen McGinn

Technical Services Manager