CASE STUDY

Standardize Deployment Processes

Standardize Deployment Processes

SPECTRUM HEALTH, one of the largest and most respected not-for-profit healthcare systems in the Midwest, is headquartered in Grand Rapids and has locations and 21,000 employees across the state of Michigan. 
 
Spectrum Health turned to MCPc with these business priorities:
  • Devise new approaches for keeping pace up and costs down around merger and acquisition integrations as well as annual technology refresh initiatives
  • Institute a formal governance and a standardized deployment process to better manage overall costs
 
Spectrum Health turned to MCPc with these IT priorities:
  • Improve the level of service provided by Spectrum’s internal teams by outsourcing elements of their responsibilities
  • Reduce end-user interruptions by eliminating as much desk-side work as possible
  • Increase efficiency and speed as new organizations were integrated into the Spectrum Health system
  • Increase end-user satisfaction in terms of responsiveness and support quality
 
How MCPc responded:
  • Became an extension of the Spectrum Health Information Technology team, addressing the entire scope of PC lifecycle management
  • Developed an “on-demand” order management system comprised of a Procurement Portal for product ordering and configuration – consolidated in the MCPc PC Integration Center and a Release Portal for IT staff to select/bundle product to deliver next day directly to the end-user
  • Consolidated all Spectrum’s PC integration work in MCPc’s Grand Rapids technology logistics center on a Spectrum-managed, on-site server to which MCPc pulls down most current images and service profiles
  • Created user-specific application sets, where Spectrum technicians select the appropriate profile within the MCPc Release Portal
 
Why Spectrum Health values MCPc:
  • Decreased Spectrum’s PC deployment rate by 75%, from 2 hours to less than 30 minutes
  • MCPc and its onsite engineers supported an annual PC refresh of 4,500 devices within a 3-4 month period and simultaneously provided desk side deployment and Tier II support
  • Provided domain cutover support, device refresh as well as Tier II support whenever Spectrum Health acquires a new organization
  • Provided Spectrum with quarterly business reviews around actionable metrics and deliverables defined to address opportunities for improvement
  • MCPc services led to higher end-user satisfaction rates
  • Delivered higher quality solutions as more items were out-tasked to MCPc
  • Provided unified integration into existing tools and processes
  • Crafted a customized but flexible approach to meet specific service levels and key performance indicators
  • Delivered process accountability from device procurement through device retirement
  • Delivered desk-ready devices to remote locations (personalized, line-of-business applications, data migration)
  • Provided project management to coordinate all lifecycle management touch points with end-users, manufacturer partners and internal stakeholder
  • MCPc led regular review of scorecards and actionable metrics during quarterly business reviews

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