| Author/s | Jones S, Alldridge G, Thompson J |
| Year | 2013 |
| Type of publication | Conference proceeding |
| Link | https://doi.org/10.3109/15563650.2013.785188 |
| Abstract | Objective: To discuss the implications of using Cloud technology to deliver telephone services to the National Poisons Information Service (NPIS). Methods: An assessment of Cloud implementation from an NPIS perspective, specifically the preparation, implementation and post-implementation phases. Results: Before 2005 NPIS centres were independent units. Since 2005 a number of ground-breaking measures have been taken to integrate the service. These include establishing a three-centre national enquiry answering rota and developing a shared enquiry-logging database (UKPID). Previously, telephone calls were delivered to NPIS centres via a system known as inbound architect. Telephone enquiries were delivered according to a 24 hour rota but the system was prone to third party human error which on occasion had an impact on NPIS services. The transfer to Cloud involved establishing user requirements, testing the bespoke system prior to implementation and training of NPIS staff to use the new system. NPIS were supported by the telecommunications company BT throughout. Conclusion: Cloud technology has helped to integrate the NPIS, facilitating co-operative working practices and conferring a number of operational advantages. However as with any technologically complex system there are impacts in terms of staff training and dealing with faults. |