23 - 24 July, 2019 | Melbourne Convention and Exhibition Centre, South Wharf, VIC

Andrew Leong


Chief Technology Officer
St Vincent's Health Australia

Digital Healthcare Plenary Day Two: Wednesday, 24 July 2019

Wednesday, July 24th, 2019


11:20 AM OPTIMISATION: Improve Workflow and Customer Experiences with Great Service Delivery in IT

IT service management can have a serious impact on clinical efficiency, workflow and ultimately, patient safety. Hospitals like St Vincent's Health Australia (SVHA) are frustrated with the IT service desk that is unresponsive and requires long wait times to get through. Learn how SVHA managed to reduce  6,800 outstanding tickets and culled their wait times by 85%:

  • Changing our perception of IT –  IT cannot be siloed; the Service Desk should be seen as part of the broader IT team and as the clinicians’ frontline experience
  • To achieve great customer service and response time, the incident has to be resolved end to end 
  • The service desk workforce is an inherent issue – how do you maintain, retain and incentivise the workforce to stay or build careers within the service desk

Check out the incredible speaker line-up to see who will be joining Andrew.

Download The Latest Agenda