Maximize Operational Efficiencies to Increase Productivity and Organizational Growth

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One of the largest not-for-profit healthcare systems in the nation chose GuideIT's services to help redefine it's IT infrastructure and maximize operational efficiencies. The unexpected growth in the user base, the lack of an ITIL-based Service Desk operating model, the absence of a scalable model for staffing allocation and no investments in a toolset for managing and reporting services put the productivity and growth for this organization at unnecessary risk.Today, this healthcare system includes 48 hospitals, more than 1,000 patient care sites, more than 5,500 active physicians, more than 44,000 employees, and a rapidly growing Health Plan.

Results 

  • Designed, implemented and managed a fully U.S.-based Service Desk model that attributed to:
    • Scalability for current support needs and projected growth
    • Visibility to insights through real-time, actionable analytics
    • Connectivity to the users' perspective of the services provided
  • Increased customer satisfaction score to 100%
  • Reduced the total cost for IT support and maintenance by 12% annually
  • Eliminated the total number of major incidents and unplanned downtime
  • Increased SLA percentage to 100%