Case Study: Institute of Mental Health achieves community-driven IT support and high staff engagement with Workplace from Meta

Resolve system issues via community helpdesk

The Institute of Mental Health (IMH), a 2,000-bed acute tertiary psychiatric hospital in Singapore, needed to digitalize operations and reduce recurring system-support demands across staff and partner institutions. To enable faster, collaborative problem-solving for common system issues—notably the Human Resource Information System—IMH adopted Workplace from Meta, leveraging Workplace’s Multi-Company Group (MCG) capability to share updates and coordinate support.

IMH created an IT Helpdesk MCG on Workplace from Meta, pinned clear reporting guidelines and encouraged peer-to-peer troubleshooting so the community could build dynamic FAQs and resolve routine issues without continuous IT intervention. Adoption was rapid: 90% of staff claimed accounts within two months, 70% were active weekly, and about 200 groups existed by June 2017—boosting engagement and reducing IT bandwidth for repeat/basic problems.

Institute of Mental Health

Frank Ong

Director of HR and L&D