How digital health and care company Servelec is embracing collaboration with partners and user-centred design

Building services around the citizen


When it comes to Scottish health and care Ian Crichton is about as experienced as they come. As a former NHS chief executive – he ran NHS National Services Scotland for eight years – he has a detailed knowledge of how the public sector operates, what the issues are with regards to data and, crucially, how that relates to the policy challenges that arise from trying to join together previ- ously distinct health and social care systems. Crichton recently joined

Servelec as its Chief Executive and - as a Scot who lives in the Borders - is regularly found at the com- pany’s Edinburgh office where its staff look after their Scottish local authority customers. Servelec’s office is just a stone’s throw away from the Scottish

Parliament, in the aptly named Crichton’s Close. It is an ideal location for the company’s staff to confer with public officials cur- rently working on the complex business of bringing together health and social care systems in Scotland, according to a legisla- tive programme mandated by the Public Bodies (Joint Work- ing) (Scotland) Act 2014; with its Mosaic social care system deployed within five Scottish lo- cal authorities, it is a line of work that Servelec has been heavily involved with already, and there is scope to do much more. Crichton, who has only just

got his feet under the table of the business (he was appointed CEO in June, after serving as MD of Serco’s UK health business), is looking forward to developing the Servelec proposition across the UK and specifically in Scotland.


It’s clear from speaking with Crichton in person at the compa- ny’s Edinburgh office, that he sees clear opportunities in the breadth of the company’s offer – it has products and services catering for child, community & mental health, social care, education and youth justice – and is able to capitalise on public sector reform goals to provide linkages between data sets in order to create a 3650 view of a person, who typically will interact with many different public services at different points in time.

This approach, as exemplified by Servelec’s work with Kent County Council, which uses all four sec- tors of its products, ultimately allows local authorities to make more informed decisions about the services that they deploy, put- ting people’s needs at the heart

of everything they do, whilst equally facilitating access to the data that the client and profes- sionals need to do their jobs – via a multitude of different systems. “Servelec is leading the conver- sation on interoperability,” says Crichton. “We’ve got solutions now which enable not just our own products, but other people’s products, to join up to provide that really rounded picture of the citizen. And for me that’s really exciting, because a record itself isn’t that interesting until you use it for something. Once you can join up information about a person, and understand the context better, public services are able to provide much better support.” Servelec has publicly made a

virtue of its willingness to col- laborate with other technology providers, by launching a partner

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