Digital go-live command centre and floorwalking hub
York and Scarborough Teaching Hospitals NHS FT
A centralised coordination model for EPR go-live, combining digital tooling, automation and structured processes.
~1,500
Support requests managed during the go-live period
98%
Of requests resolved within target SLAs
24/7
Command centre cover across the go-live window
One Hub
Single coordination point for every site
The Challenge
Coordinating a Trust-wide Go-Live
Go-live support was spread across teams, sites and channels, making it hard to see demand in real time.
Without a single coordination point, issues risked being duplicated, missed or escalated late.
Our Approach
One Hub, Clear Routing
SCFH stood up a digital command centre combining a single intake channel, automated triage and a live dashboard.
Floorwalkers worked to structured scripts and clear escalation routes, with reporting reviewed at every daily huddle.
The Impact
Measurable Transformation
Real-time visibility
A live view of demand, resolution times and hotspots across all sites.
Faster resolution
Automated triage routed each request to the right team first time.
Clear escalation
Defined thresholds and owners for every level of escalation.
Confident floorwalkers
Structured scripts and daily briefings kept support consistent.
The command centre gave us a single source of truth during go-live and the confidence to act quickly.
James Hawkins
Chief Digital and Information Officer
