Cleverics helped Medsi to implement the system of a uniform IT window

Medsi Group together with Cleverics company was announced in November, 2011 a successful completion of the joint project on the organization of service of "one window" of IT support. This service allowed to centralize and optimize processes of user support of IT of an extensive network of the company.

Modern approach to providing medical services dictates need of the high level of IT providing all basic processes of business. Untimely reaction of IT specialists to requests of users of the medical information systems (MIS) can lead to unacceptable delays in work and, as a result, to dissatisfaction of patients. Shortcomings of communications between DIT and other divisions of the company, lack of instruments of control and assessment of level of IT support were the main risks affecting quality of work. The situation was also complicated by strong decentralization of the company. The structure of Medsi Group includes 15 clinics of primary acceptance, the kliniko-diagnostic centers, four fitness centers dispersed across all Moscow.

As a result the management of IT department of Medsi made the decision to organize service of "one window" for support of IT users of all structural units of the company. Specialists of Cleverics were involved to the solution of this task.

Short terms of design and implementation became feature of the project. Consultants of Cleverics and an IT command of Medsi developed the main organizational solutions and a concept of the automation system. Accomplishment of the main works on setup and start was undertaken by specialists of Medsi with methodical support of Cleverics. The first stage of the project — from the idea before start of "window" for 15 clinics of primary acceptance — took only one month.

The second stage which included gradual accession of structural units of the company according to the approved plan and also necessary completion of all elements of service of "one window" and user support process the combined team of Medsi — Cleverics executed after start. Thus, the main focus in the project was placed not on design and start as it happens in most cases, and on gradual development new the practician of user support "in an operating mode", says Cleverics. Now specialists of Medsi continue expansion of area of a scope of process of support on the remained structural divisions of the company already independently.

"The important feature of this project consists that from us Medsi Group was required to provide a technique, necessary tools and experience of consultants who in a complex would allow the company to achieve accomplishment of assigned tasks with the minimum involvement of consultants" — Dmitry Isaychenko, the director of consulting of Cleverics company noted. In four months since start of the IT Department of Medsi Group project could report to company management on positive dynamics of work of "one window" — employee surveys showed that at the moment 81% of users are positive for IT support (the gain makes about 5% a quarter).

The service on a centralized basis processes requests of users from different platforms of Medsi Group, activities for user support are regulated and automated that allows to do regular and detailed job evaluation of an IT command according to the KPI system, give information for preparation of the management reporting. Medsi Group is happy with the blitz project and make plans for future development of a system.

Alexander Zhilin, the acting as the director of the department of IT of Medsi Group, so commented on project results: "As a result of project implementation on implementation of service of "one window the" of Department of IT of Ltd Medsi Group executed together with Cleverics the effective mechanism of management of addresses of users thanks to which runtime of requests was reduced is created, service quality of technical support improved that is confirmed with regular poll of users".