Gustave Roussy commissions SPIE ICS to operate its IT support system
Paris, 16 April 2019 – SPIE ICS, the digital services subsidiary of the SPIE, the independent European leader in multi-technical services in the areas of energy and communications, is assisting Gustave Roussy, Europe’s premier cancer centre, with the operation of part of its IT support system and is also providing assistance to users of the system. This contract, which is being managed by the institution’s Digital Transformation and IT Systems Department [Direction de la Transformation Numérique et des Systèmes d’Information – DTNSI], harnesses SPIE ICS’s expertise within a medical and cutting-edge research setting.
Selected on the basis of an invitation to tender launched by Gustave Roussy in 2018, SPIE ICS joined forces with the DTNSI in January 2019 to handle its technical support services, including the establishment of an external service centre and local callout services in order to respond to requests received from professional staff at the institution. Regardless of whether their problem involves office equipment, telephones, the network or professional applications, etc., employees can contact a SPIE ICS team by calling a single number. Issues that can be resolved remotely are handled directly by the service centre. Where this is not the case, a local callout service is deployed.
This service, combined with an overhaul of the monitoring tool, which was coordinated by the DTNSI, enables performance indicators to be closely monitored and activities to be reported in real time. Through this ground-breaking operation, Gustave Roussy aims to optimise all of the activities associated with its IT support system by establishing joint operations between its staff and SPIE ICS.
Meeting the needs of Europe’s premier cancer centre
Ranked among the world’s top ten centres for cancer research and care, Gustave Roussy is faced with the daily challenge of offering an ever-increasing number of innovations to benefit patients and the professionals who are supporting them.
According to Mikael Azoulay, Head of the DTNSI at Gustave Roussy: “By working together with SPIE ICS to optimise our support functions, we aim to achieve a number of ambitious objectives: to improve the performance of the IT support system and the quality of the service provided to the professional community within the institution and to successfully overhaul the monitoring tool, while also keeping the operating costs of the service under control.”
SPIE ICS was able to rise to this challenge, rapidly deploying a responsive team of experts. In fact, the company has committed to answering calls within 30 seconds and acknowledging emails within 15 minutes.
“This contract highlights our ability to tailor our services and value proposition to the challenges faced by our customers. Our operators have also familiarised themselves with the working environment at Gustave Roussy to enable them to anticipate requests and to guarantee user satisfaction”, emphasised Loïc Baret, business engineer at SPIE ICS, before going on to conclude: “We are delighted by this high-quality partnership, which is testament to the trust that Gustave Roussy has placed in us.”
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