» Kaiser Permanente

National Healthcare Provider Reduces Cost and Improves Quality of Service Delivery

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Healthcare

Profile

Kaiser Permanente is America’s largest integrated health care organization.  Founded in 1945 and headquartered in Oakland, California, Kaiser Permanente serves the health care needs of approximately 8.4 million plan members in Washington D.C. and nine states.  Kaiser Permanente aspires to be the world leader in improving health through high-quality, affordable, integrated health care.

Business Situation

Kaiser Permanente Information Technology (KP-IT) was seeking a streamlined maintenance support solution for its California Client Field locations which include labs, medical centers, medical offices, and pharmacies.  The existing field IT equipment supporting critical business applications was non-serialized and difficult to support because they consisted of a wide-range of manufacturers, makes, and models.  KP-IT often had to provide support on newly discovered IT equipment and incur un-budgeted support charges that were costly to Kaiser.  

Solution

KP-IT awarded one of its National Technology Suppliers a three year support contract supporting over 25,000 client field devices beginning January 2005. KP-IT National Technology Supplier engaged Apex to develop and implement customized support solution which enabled Kaiser end users to receive IT support based on internal patient care objectives.  Apex deployed dedicated service personnel throughout California and cross trained them to support a wide range of peripheral equipment located throughout California geography.  Apex also worked with KP-IT National Technology Supplier to automate and integrate service requests with Kaiser Corona helpdesk.  Ultimately, Apex was able to package and provide an innovative support solution resulting in additional cost savings and reducing time & material expenditures.

Benefits

Apex results have contributed toward meeting and exceeding Kaiser Service levels which are based on 95% service level objectives.  Currently, Apex continues to take approximately 400 calls per month supporting the Kaiser Client Field equipment.
Additional benefits to Kaiser include…

• Reduced Cost of Service tied towards Failure Rates
• Improved Quality of Service Delivery directly tied to patient care objectives
• Single Point of Contact for all client field service requests
• Customized Reporting based on KP-IT requirements  

Download the full Kaiser Permanente Success Story
Visit Kaiser Permanente website www.kaiserpermanente.org

 

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