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Managing Technology for Large Hospital System

Client

Client is a large system, managing multiple hospitals and over 170 clinics/ambulatory facilities with a 120+ people IT department that is widely recognized as best in class by the industry In current healthcare environment, M&A activity and regulation puts extremely high demands on IT departments of multi-hospital systems. A balance has to be achieved with each hospital requiring unique solutions with a need for ubiquity in IT services and processes for the entire organization

Challenges

  • Needed to centralize telecom procurement, processes and management. Prior to the engagement, users would often deal with service providers directly eroding purchasing power and often resulting in incorrect services or paying for services no longer needed
  • One year prior to IQ Wired engagement, Client invested significant amount in 3rd party telecom audit. Upon completion, most recommendations brought to the Client by the audit vendor impacted service levels and were not consistent with technology strategy. For the recommendations that were acceptable, vendor did not provide any implementation assistance and Client did not have internal resources to drive them through completion. A year after the audit, Client implemented only 2% of recommendations but had to pay the audit company for 100%
  • Client was tasked with a corporate cost cutting initiative to reduce IT costs by 10% and was looking for ways that would generate savings without impacting service levels
  • Network Manager and Controller were managing 20+ MACDs and 600+ accounts monthly taking away from their ability to focus on more critical activities

Solution

IQ Wired implemented a Telecom and Technology Management (TTSM) solution comprised of software, staffing and savings components. IQ Wired loaded 600+ telecom records from 20+ different telecom providers into a centralized web portal. IQ Wired then took the time to understand Client’s policies and strategic direction via discussions with CIO, IT Director, Finance and Networking teams to gradually offload Controller and Network Manager from administrative telecom-related activities. IQ Wired guaranteed the amount of implemented savings that would allow them to meet corporate directive of cost reduction. Client is now using IQ Wired as an extension of their IT Department

Why IQ Wired

In context of prior unsuccessful telecom audit engagement, Client was not willing to take the risk of having to pay for recommendations that were not implemented due to impracticality or time constraints. IQ Wired was the only vendor that guaranteed that if Client’s telecom spend was not reduced by an agreed amount, the entire fee would be refunded

Results

  • Single-pane software view of inventory allowed leadership visibility and controls needed to centralize telecom. Unlike previously used disparate Excel spreadsheets, Client now has the visibility and reporting they needed to make decisions and audit processes
  • $734K in annual savings after Year 1 (31%), $2.2M in total annual Savings were only recognized after client approval, implementation and validation as correct on service provider invoices. All savings are documented via software along with before and after copy of the telecom invoice for full auditability
  • Client now has an IQ Wired team with 30+ years of telecom experience that would be equivalent of having to hire 1.5 telecom-focused FTEs internally. This team manages the 20+ moves/adds/changes/disconnects per month that previously had to be done by the Network Manager and Finance. IQ Wired proactively renegotiates services as they come off contracts, provides reporting during regular status meetings, escalates complex technical issues and keeps the Client up to speed on new technology and vendor developments

 

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“ Before IQ Wired came onboard, I was drowning managing voice and data changes. I just didn’t have enough cycles. Having IQ Wired as a partner we literally fire off a request and forget about it knowing it will get done” – Network Manager

 

“ Initial inventory build out was great. Most impactful was savings but operationally it’s the management and control over all the accounts so that we don’t have things that are not being used but we are paying for and manage our contracts appropriately” – Financial Analyst

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