Increase Pace and Lower Costs on M&A Integrations

UNIVERSITY HOSPITALS is a nationally recognized healthcare system and teaching and research center in Cleveland that is expanding its hospital footprint throughout Northeast Ohio.
University Hospitals turned to MCPc with these business priorities:
  • Devise a new approach for increasing pace and lowering costs associated with merger and acquisition integrations as well as annual technology refresh initiatives
  • Establish a formal governance procedure and a secure, standardized deployment process to reduce cost, manage compliance and regulations, and improve end user experiences
University Hospitals turned to MCPc with these IT priorities:
  • Improve order process delivery from 45 days to 7 days
  • Improve level of service provided by their internal teams by out-tasking certain elements of their responsibilities
  • Reduce end-user interruptions by eliminating as much desk-side work as possible
  • Increase the speed in which new organizations are integrated into the UH system
  • Increase end-user satisfaction in terms of responsiveness and support quality.
How MCPc responded:
  • MCPc became an extension of the UH IT team addressing the entire scope of PC lifecycle management
  • Developed an “on-demand” order management system through a personalized Procurement Portal for both ordering and configuring product – all with NEXT DAY DELIVERY directly to the end-user
  • Provided UH with a dedicated SCCM server managed by the hospital with oversight by MCPc
  • MCPc pulls down current images and user-specific profiles and UH/MCPc technicians selected the appropriate profile within the MCPc Portal
  • MCPc deploys a team of onsite engineers who support an PC refresh of about 7000 devices annually
  • MCPc onsite engineers also provide desk side deployment and Tier II support
  • MCPc is involved in the onboarding and roll out whenever UH expands by creating or acquiring a new hospital system, meeting the hospital’s strict standards and timelines
  • Devised processes related to HIPAA compliant work stations
Why UH values MCPc:
  • MCPc was willing to enter into penalty-based service level agreement
  • Included support for mobile devices
  • Integrated support and lifecycle management solution that addressed critical business drivers, including cost and customer satisfaction as well as regulatory compliances
  • MCPc took a customized but flexible approach to meet specific service levels and key performance indicators
  • Designed a process around accountability from device procurement through device retirement
  • MCPc’s approach improved end-user satisfaction
  • MCPc allowed UH’s internal teams to deliver higher quality solutions as more items were out-tasked to MCPc
  • Unified integration into existing tools and processes, rather than forcing customer to alter current service desk software
  • Offered UH a solution-and-service approach that stays current through quarterly business reviews, during which actionable metrics are reviewed and deliverables defined to address areas of improvement