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US healthcare provider: Automating IT to cut costs

A US not for profit healthcare provider which makes up to 2 million patient visits a year was coming under increasing financial pressure because of reductions in reimbursement and rising costs. As a result the provider had to rethink the way they delivered services to become more efficient and reduce costs without affecting the quality of patient care.

As part of a wider restructuring programme, attention focused on IT. The organisation had up to 18 months to cut its $63m annual IT spending to $35m. We helped them narrow down their options.

After the board ruled out off-shoring its IT, we ran a tender process for out-sourcing it. This revealed that automating routine IT management could make a big contribution to the target cost saving.

We managed the process for choosing the supplier, then worked with them and the nursing provider to design the automated service. It included monitoring and managing applications like Sharepoint and Exchange, managing the network infrastructure, computing and storage services, plus security, and backup and recovery services.

We also helped the business set up an automated service desk to handle tasks like resetting passwords or generating tickets. And staff now call a virtual agent to help them solve day-to-day IT issues.

Managing services in a simplified way through software means the organisation saves $700,000 a year on licences. And they estimate the new systems will halve labour costs over three years.


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