Insights

Mark Raeburn:

Supporting our customers

Covid-19 is here and it is putting a huge strain on the health and social care system, in not only the United Kingdom but the world is a whole. It is an unprecedented situation and one in which we, as a collective applaud those on the frontline and pray for a swift end to the number of infections. We are in a battle and one in which we rely on each other to keep services going to support health and social care staff on the frontline.

From the teachers who are looking after the children of doctors and nurses to the suppliers such as ourselves, keeping the systems safe, secure and up-to-date, we all have our parts to play. Sometimes this is not obvious but the spirit of helping is alive and well. We want to do our part to help the greater battle. This was proven by the more than half a million volunteers who signed up to help the NHS during this unprecedented time. In addition to this, the clap at 8pm to show support for frontline staff last night was a display of unity and respect. We all appreciate the work that is being done.

The target of a quarter of a million volunteers was easily overtaken and in less than 24 hours, it was exceeded by more than double that number. It is uplifting in a time of great crisis that people have thought of others and are trying to do what they can to lend a hand. We are too. We are here for our customers and that is true now more than ever.

We all have our role to play and we take ours very seriously.

Keeping the lights on

Our Chief Executive wrote a message to our customer user community last week to say that…

“I wanted to reassure you that OLM is 100% focused on ensuring we deliver an uninterrupted support service during this unprecedented period.”

This is true of everyone at OLM. Our customers have placed a great deal of trust in our services and we endeavour to keep the lights on during this crisis as we always have. Our promise to our customers has always been to make life easier and that is more important than ever at this time. Removing the stress of the everyday and ensuring that services run as they always have is our focus.

We have been utilising remote and digital working methods across the organisation for a number of years. With this in mind, we made the seamless switch from some to all of our team working from home. We migrated across to a fully operational model that has ensured software can continue to be developed at pace, as well administered remotely.

Cloud technology has enabled these changes to occur at such a rapid pace and allows us to continue working from the safety of our homes. We are even able to continue offering consultancy and training via remote means and be a simple click of a button away to support our clients. At this unprecedented time, we need to be agile and responsive to the needs of those we serve and through Cloud technology we can do just that.

In the past gas, electric and water have been the frontline utilities but now, we would press to include the internet in there also. Through the Cloud and by hosting our services online we can be confident in our business continuity plans. We can keep the lights on to ensure that frontline services have their focus where it needs to be.

Here if they need us

Age teaches us wisdom and part of that wisdom is knowing that we do not know everything. We work with clients to understand their needs and then use our experience to apply a remedy to their problem. This is still true today and whilst we employ former social workers and are constantly in touch with our clients, the situation is constantly evolving and we need to stay responsive.

We keep abreast of the advice emerging from the government and see how we can adapt our software and services to support our clients but on top of that, we are listening, asking and responding. We know that time is precious at the best of times but today it can mean the difference between someone receiving vital care and falling through the net. This is why we are asking and not prescribing.

Working with clients when they have a minute to see how we can help them each day to release internal capacity to support the frontline is our focus at present. Keeping the lights on and remaining responsive to ongoing needs is what will define organisations who support the healthcare system and the NHS. We will be judging ourselves against this stick to ensure that the support network for health and social care remains as strong.

Thank you to everyone on the frontline

To close off our insight pieces we normally write a conclusion. It’s a traditional sign off for most news items but today, we want to finish this piece with a thank you.

From everyone at OLM, we want to say thank you to everyone who is working on the frontline or supporting the frontline at this unprecedented time. It is important that we all work together to focus on saving as many lives as possible. The NHS and social care have a tough job and this pandemic will only stretch them further. We know that they are working longer hours under incredible pressure and strain and so commit to helping them in any way that we can.

Right now, we do not know the long-term picture, no-one does. All we can do is take each day as it comes and support frontline staff in the best manner possible. We do this by listening and learning, adapting and staying responsive to the situation. Together, we can get through this. No man is an island and for as long as OLM are here, we will continue to listen and work with our customers to support the needs of the industry as best we can.