Digital Technology Services (DTS) is a division reporting to the Chief Financial Officer. DTS is a critical enabler that manages enterprise systems, applications and technology operations to provide contemporary technology services to support all staff to deliver the Best Care to the community of the West.

 

Our services

DTS is committed to enable Western Health (WH) staff and patients by:

Need technical support

For all your technical support, application access, learning materials and purchasing requirements, please access the DTS intranet here.

  • Digital Strategy

    In 2021, Western Health (WH) launched its new strategic plan comprising the vision of Together, we deliver the healthcare of the future. Within this collaborative and innovative context, five (5) Strategic Directions guide the way on how we will strengthen our partnership with patients and families, our staff, our services, our relationships and our innovations over the coming years. Each of these Strategic Directions have strong digital and data components. Deliberately, digital, data and technology is not one priority on itself but a critical enabler across all aspects of WH for alignment between Strategic Direction 2021-2023 and the Digital Strategy. ​

    ​The Digital Strategy sets out the path for taking WH into its digital future, by embedding digital and ​

    data across the whole organisation. Its focus is therefore not purely on technology and digital health, but also includes areas such as corporate support functions, education and other non-clinical support structures and enablers. Furthermore, data and information have become core components and key outputs of the technology to support the delivery of Best Care. ​

    Find out more about the Western Health Digital Strategy.

  • Major projects

    The Projects and Change team delivers digital technology projects to drive business change across Western Health. The team consists of experts in project management, change management, business analysis.

    Of the above projects, the two (2) key initiatives are:

    • Modern Workplace – the programme will provide contemporary and secure applications for enhancing our digital ways of working. Find out more via this link.
    • Mental Health Transition – it aims to provide a more accessible, responsive, and well-resourced mental health service delivery for Victorians in north and western metropolitan Melbourne, and better align with the future mental health and wellbeing system in Victoria. Click here for more information.
  • Who’s Who

    Executives
    Mark Lawrence
    Chief Finance Officer / Acting
    Chief Information Officer    		 Cameron McBride
    Director, DTS    		 Owen Thistlethwaite
    Deputy Director, DTS

    Functional Leads
    Rod Johnston
    Manager, Projects & Change
    Lead and deliver projects and business change initiatives as part of the organisational digital plan.    		 Nima Raffoul
    Manager, Service Management Office 
    Ensure best practice IT Service Management processes and practices are in place for the efficient and effective provision of support for IT Services across Western Health.    		 Frank Berardi
    Operations Manager
    Oversee technology operations to provide technical support WH staff.
    John MacLeod
    Manager, Contracts & Vendor Management
    Manage divisional contracts, procurement and vendors.    		 Bahanh Nguyen
    Applications Team Lead
    Maintain applications and provide technology infrastructure and end user support.    		 Fahad Memon
    Systems Team Lead
    Oversee enterprise systems to provide secured and stable technology services to staff.
         
     
    Sasho Todorovski
    Cybersecurity Team Lead
    Manage cybersecurity risks by identifying and mitigating cybersecurity threats.

    		 Vanessa Mape
    Service Desk Team Lead
    Lead the Service Desk and the provision of first line support for all Western Health staff.
    		 Lovey Mathur
    Network and Unified Communication Team Lead
    Oversee networks and unified communications systems across all Western Health sites.
         
     
    Vinay Rao
    Incident and Problem Manager
    Identify and resolve critical IT disruptions and problems to ensure optimal provision of IT services.
    		 Salman Shakeel
    DTS Operations Team Leader
    Lead the Desktop Support Team in providing floor support for all Western Health staff.    		 Munawwar Bari
    IT Service Delivery Manager for Bacchus Marsh Melton (BMM)
    Manage the IT Operations for all BMM Sites.
  • Our service standards to you

    We understand that our staff rely on working technology to do their work, and if their technical issues are not address, they have difficult time doing their job to provide care to our patients.

    DTS is committed to providing exceptional service standards to our staff and patients and it is the core on how we train our team(s) so they know the standards expected when interacting with customers.

    The average number of requests & incidents managed by our Service Desk in July 2023​
    16,420

     

    Introducing the Service Management Office

    The Service Management Office (SMO) ensures best practice IT processes are in place for the efficient and effective provision of support of IT Services across Western Health.

    The WH Service Desk is a centralised team within the SMO based at Footscray Hospital and provides 24/7 technology support whilst monitoring technology incidents/problems across all sites.

     

    Prioritising services and user support

    The Service Desk manages and prioritises incidents and requests by assessing the Impact and Urgency ensuring the correct priority is allocated.  Details on how we define the level of urgency and impacts, can be seen in the table below.
    There are five (5) priority types for managing incidents and requests these are shown in the image below.

    DTS SLA Urgency and Impact Definition

     

    DTS Incident Management and Request Management SLA (Click image to enlarge)

     

    For example, similar to how our clinical staff work, we prioritise our effort to support health services, such as an outage to a clinical system that will impact clinical operations and patient experience (and there is no workaround) or when the payroll system stops working impacting all staff receiving pay over requests that will have limited impact to a small number of individuals/at an individual level (where there is a workaround process in place) e.g. a printer error at a floor where staff can print at a different area of the floor.

     

    Our service standards underpin positive service experience

    The SMO is working towards ensure a consistent value to Western Health and maintain a strong customer relationship by measuring the degree of customer satisfaction and service standards to you.

    The following describes the service standards that underpins positive service experience. Our Service Desk team strives to: