In network of clinics "White Keith" 1C:ITIL is used

Specialists of network of dental clinics "White Keith" implemented a system "1C:ITIL" - joint development of the companies "1C" and "1C-Rarus". Work of technical service of organization is as a result optimized. Service order handling and repairs of the medical equipment accelerated. Terms of response to incidents are reduced, their elimination is accelerated, the number of unplanned incidents considerably decreased. Operational management of planned surveys and repairs is organized that helps to prevent possible damage, raising the equipment security level, so, and clients of stomatology. Housekeeping overheads of the equipment are reduced.

The White Keith network includes four dental clinics and dental laboratory in the city of Chelyabinsk. Clinics render services in dental care and gums, to prosthetics, bleaching, alignment of a tooth alignment. In the company about five tens doctors work: therapists, parodontolog, hygienists, surgeons, implantologists, orthopedists, artrolog, orthodontists, children's doctors and psychologists.

The company monitors maintenance of the medical services rendered to high-quality clients. In network of clinics more than 400 models and more than 1000 units of the modern dental equipment are used, the import equipment difficult in tinning and repair is widely used.

Monthly technical service of clinic receives about 150 applications for repair and service of the equipment, including 40 requests for scheduled preventive maintenance. Each request it is necessary to include quickly in the working schedule taking into account its urgency, complexity and duration of execution. Regular works need to be planned taking into account high loading of doctors and short intervals for work.

To ensure smooth and high-quality operation of the medical equipment the management of network made the decision on automation of work of technical service of the company. The information system which would allow to improve planning of scheduled maintenance was required for the company, to accelerate registration and accomplishment of the requests arriving from doctors, to optimize costs for repairs and service, to reduce risks of emergence of idle times of medical offices because of the output of the equipment out of operation.

For the solution of assigned tasks the 1C:ITIL system on the 1C:Enterprise 8 platform was selected. The developer of this solution - 1C-Rarus company became the partner in the project. During the project regulations on the organization of work of technical service were "from scratch" registered.

Key project deliverables

• Service order handling and repairs of the equipment is automated. The normative reference information is unified. The corresponding type of service works which determines norms for the specific request is appropriated to each arrived request in a system: cost and terms of elimination of an incident, business priority, initialization method, etc. At any moment the specialist of technical support can obtain up-to-date information about a status of each piece of equipment: in 1C:ITIL monitoring of lifecycle of the equipment is conducted, history of incidents and movements, repairs and obsluzhivaniye and also the accompanying documentation is stored. This information allows to plan repair and replacement of the equipment in details. Timely carried out planned works provide reliability and uninterrupted operation of operation of medical equipment, leveling a downside risk of quality of the services provided to clients.
• Work of technical support service is optimized:
• The first line of technical support where employees from among "average" medical staff and also managers of different divisions work is engaged in registration of incoming requisitions now. The second line of technical support consisting of technical specialists and managers is engaged in elimination of incidents and their sources. It allowed to exclude duplication of requests, to reduce terms of response to incidents and to accelerate their elimination.
• Specialists of technical support fix failures of the equipment separately by each type of the equipment, and at repeated emergence of the same failure - register the system problem inherent for this type of the equipment. It helps to make timely scheduled preventive maintenance, to quickly reveal and eliminate system mistakes, to prevent the output of the equipment out of operation.
• There was an opportunity more objectively and in details to estimate quality of work of technical service. Specialists of technical support fill out a number of additional reports in a system: quality report of conducting incident, report on repairs, report on initiators and contractors. On the basis of these data it was succeeded to develop and implement the new system of motivation of specialists considering quality of maintaining requests, an average score of quality of elimination of incidents, a share of the closed orders from among registered in a system. The performing discipline increased and interest of employees in results of their work increased. It positively affected efficiency of technical support service in general.
• Housekeeping overheads of the medical equipment and the other technical systems are reduced more than by 20%, and the number of unplanned incidents for 30-40% (including due to change of process of registration of the addresses connected with abuse of regulations of operation of the equipment).

Application of 1C:ITIL for management of key tasks of technical service allows us to make the timely, economically optimal decisions based on reliable information about load of personnel of technical service, quantity and structure of incidents, a status of assets, a cost structure of repairs, etc. We could increase a share of preventive measures on elimination of incidents, carrying out scheduled preventive maintenance is more quickly and rationally planned. Besides, a system has a user-friendly interface and provides to technical specialists quick access to all necessary information on a specific incident, articles of the knowledge base and technical documentation on the corresponding asset. As a result elimination of incidents accelerated.