Case Study: NHS Supply Chain achieves stronger IT service delivery with Littlefish Group

NHS Supply Chain boosts first-time resolution and customer satisfaction with Littlefish

NHS Supply Chain, a critical organization within the UK's National Health Service, faced challenges with its inflexible single-provider IT model, which limited innovation and access to specialized expertise. To prepare for the future, it sought to transition to a multi-partner environment but needed a way to effectively coordinate these new suppliers and maintain consistent service for its users. Littlefish was selected to provide Service Integration and Management (SIAM) and Modern Workplace services to address this challenge.

As the SIAM provider, Littlefish implemented a collaborative approach, embedding onsite engineers to coordinate all IT partners and provide direct user support. This strategy fostered a strong partnership and a continuous improvement mindset. The results for NHS Supply Chain included higher first-time resolution rates, improved customer satisfaction scores, more reliable device delivery, and stronger collaboration across IT partners, creating a more predictable and supportive experience for users.

NHS Supply Chain