Customer Service Experience (CSE)

What is CSE?

Customer Service Experience comprises of three key ICT service management functions:

  • Service Operations are responsible for the National Service Desk, Incident Management (including critical), Service Reporting (including self-service), Problem Management, Knowledge Management and Request Fulfilment
  • Strategic Application Services are responsible for Legacy Application Support and Strategy, Application Vendor Management, Legacy Application Programme Delivery, CSE risk/audit management, National DBA services and General Application Projects
  • Service Transition are responsible for Change Management, Service Introduction and are developing new service in areas of ICT asset management, Release Management and Test management.

Our function has a customer service focus and is the single point of contact for service consumers of ICT services across the health system

We follow a broad based standard ITIL service management principles including standardised processes and continuous improvement programmes in partnership with our internal and external service providers