The University Children's Hospital Basel (UKBB) is at the heart of medical care for children – even beyond national borders. Smooth hospital operations require not only highly qualified staff, but also a stable and secure IT environment. With around 600 PC workstations, hundreds of applications, and critical systems, ICT services are a key factor—especially in an environment where every minute counts and sensitive patient data is a top priority.
Challenge
The ICT department at UKBB wants to ensure consistently high service quality for UKBB employees at all times. The solution: Primetrack supports the UKBB's internal service desk during periods of increased demand and outside of opening hours with an on-call service – providing fast, competent, and reliable support exactly when it is needed.
Technology in the background – reliable and secure
The ICT service desk supports hospital operations with a wide range of IT services—from clinical applications and administrative systems to digital workstations and peripheral devices. Both everyday user requests and more complex support cases are handled in a structured and efficient manner.
The service desk focuses on ensuring stable work environments and secure access to central applications, as well as providing support with authorizations, access, and technical issues. Personal support is at the heart of this, with a specific focus on addressing the concerns of UKBB employees.
Security and data protection
The sensitive environment of the healthcare sector is subject to the highest standards of data protection and IT security. The service desk therefore operates exclusively within the specified security architecture of the UKBB. Access is provided via clearly defined, protected working environments and role-based authorizations. This enables us to ensure that all our support services are provided in compliance with data protection regulations and in accordance with internal security guidelines.
Implementation
Starting in January 2026, Primetrack will be the official partner for the ICT service desk. A well-coordinated team is ready to professionally handle inquiries from all areas of the hospital. A new ticketing system was introduced in the first phase, making internal ICT workflows even clearer, faster, and more transparent.
Reliable support in the background
For UKBB, the new partnership means reliable support for the existing service desk. Primetrack helps to ensure that service quality remains consistently high, regardless of the volume of inquiries or the time of day. This provides targeted support for the internal team and ensures that everyday hospital operations run smoothly.
- IT emergencies – reliable and efficient handling even during peak times
- Faster processing of IT issues through ticketing
- Reliable 24/7 on-call service
- Support for internal ICT
- Stable support during the current Win11 rollout
Personal kick-off on site
The turn of the year heralded the official change of service desk provider to Primetrack at UKBB ICT. To mark the occasion, a small event was held on January 13, 2026, directly on site at UKBB. The Primetrack team introduced themselves in person together with the UKBB service desk team and took the opportunity to actively accompany the start of the collaboration.
During the event, all UKBB employees received small gifts in the form of Basler Läckerli cookies and microfiber cloths for cleaning displays. In addition, the winners of an online competition held previously on the UKBB intranet were able to collect their prizes—Primetrack drinking bottles and UKBB mugs—in person.
The UKBB employees were delighted with the giveaways and the personal contact. Overall, there was a very open, friendly, and positive atmosphere, which underscored the cooperative nature of the new partnership from the very beginning. A wonderful start to a shared future!
Conclusion
In Primetrack, UKBB has a partner that understands that IT in healthcare is not just about technology, but above all about reliability and security. The cooperation complements the existing service desk in a meaningful way and provides additional support where it is needed. Together, UKBB and Primetrack ensure continuously stable ICT support – always ready to go, competent, and reliable.
Do you have questions about our IT support? We are happy to take the time to assist you.
