Health Authority in UAE Avails End-User Managed Services

One of the Health Authorities in UAE Avails End-User Managed Services and achieves 200% user count escalation over last 10 years

A leading healthcare service provider in Dubai working to improve public health and quality of life. It also provides health strategy for Dubai to meet future needs, ensures partnerships between public and private health service providers and provides licensing and regulation across the Dubai Health Sector. Its mission is to always adhere to values of quality, protection of patient rights, clinical competence and patients’ safety amongst others, while ensuring a future where patients, their families, friends and visitors to Dubai have access to the best medical care whenever they need it.

Business Scenario

The health care provider was facing problems with user experience and low satisfaction levels. The IT support team was struggling to manage the manpower related challenges like absenteeism, unplanned leaves, holidays and replacement. Also, skills upgrade & cost was another challenge to manage. This resulted in spending lot of time & cost in managing day to day operations. It was also a hassle to manage hardware & software support tools, IT Asset management, Software Library management, Hardware Spares, Standby units management, reports and Performance monitoring, which led to user dissatisfaction.

Owing to these challenges, the management of the Health Care provider was looking forward to outsource the complete User side IT support to an experienced company so as to bring in industry standard practices, Skilled resources, Discipline, Adherence to timelines as well as deliver services based on defined Service levels. The management’s objective was to reduce inherent and indirect costs, leading to increased User satisfaction and Productivity which shall improve the overall patient care and contribute to mankind and help improve overall country’s economy.

Existing Environment

  • Desktop & laptops: 9000+
  • Users: 10000 +
  • Peripherals: Over 4600 (Network & desktop printers and scanners)
  • Incidents & Service Requests: Over 11000 per month
  • Helpdesk Call: ~15000 per month
  • Hospitals: 4 Branches & 1 Head Quarter

Challenges

  • No single point of contact for IT escalation & accountability
  • High MTTr and MTTR leading to disruption in business and unhappy end-users
  • No control on the IT Assets leading to higher cost of operations

Solution

Intertec had discussions with the IT management and worked out a Managed Services model which addressed all the challenges and helped to achieve overall User Satisfaction, keeping security as the highest priority. The solution provided to the health care organization is as follows:

  • 24X7 Dedicated Remote Service Desk and End User Management
  • Service desk incorporating Centralized Helpdesk
  • Hybrid model with provision of Onsite engineers for touch services
  • Helpdesk & Systems Management tools
  • Service Delivery as per ITIL framework
  • Measure and benchmark service performance
  • Identify improvement opportunities in both cost and quality

Result

  • Managed 200% user count escalation over last 10 years with only 25% IT cost increase
  • Customer Satisfaction Index (CSI) improved to 90%
  • Achieved First Call Resolution (FCR) of 65% which is 5% over the asked SLA