ENHANCE — IT Service Desk Uplift
Redesigned IT Service Desk workflows and embedded Lean KPIs to improve service maturity and performance across eHealth NSW's key support channels.
eHealth NSW · Australia
⚠️ PLACEHOLDER — Case narrative to be written by Jari. Suggested points to cover: · What the ENHANCE program was targeting — what was broken or underperforming · Scale of the service desk and the teams involved · Why Lean was the right approach and what the starting baseline looked like · Resistance or complexity in getting teams to adopt new workflows and KPIs
⚠️ PLACEHOLDER — Results to be written by Jari. Suggested points to cover: · Performance improvements — time to resolution, ticket volumes, satisfaction · How KPIs were embedded and who owns them now · Cultural or capability change that outlasted the engagement
⚠️ This case study is a placeholder — content to be completed by Jari.
Context
The ENHANCE program was an organisational transformation of the eHealth NSW statewide IT Service Desk. Sammetric led workflow redesign using Lean methodology, introducing KPIs to improve service maturity.
What Was Delivered
- IT Service Desk workflow redesign using Lean methodology
- Performance KPIs defined and embedded across support channels
- BA playbooks and QA gates created as part of the broader practice uplift
Role
Principal Business Analyst / Project Delivery Lead — eHealth NSW (March 2023–October 2024)
Write your case here. Replace the placeholder sections above with the real story.
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