CASE STUDY
The Case of Geisinger
Health System
The Challenge: Needed a Third Party Evaluation
Geisinger Health System was looking for an independent third party to identify the
competitive strengths and weaknesses of the Geisinger Help Desk.
Their ideal partner would be able to provide a strategy and recommendations for building
a cost-effective and efficient support organization to ensure the highest quality of support
to their employees and medical staff.
The Solution: Identified Strengths and Weaknesses
What to do with the
recommendations
a HealthCheckTM
assessment offers?
Team with an
experienced partner
to quickly implement
the suggestions to
reduce costs and
improve efficiency.
Geisinger selected Apollo Health Street to perform a HealthCheckTM to evaluate the
overall performance of their Help Desk. The HealthCheck evaluated key components
relative to the Help Desk operations, thus presenting management with a measurable
tool. This evaluation process enabled the HealthCheck to emulate a “report card”
detailing the current conditions of the Help Desk and its performance within the business
environment.
The HealthCheck assessment identified the gaps between their current state, and
made recommendations to eliminate weaknesses and reinforce strengths. With clear
recommendations for improvement, Geisinger Help Desk became the single point of
contact for all support-related issues throughout the Geisinger healthcare environment.
The following were a few of the key recommendations documented during the
HealthCheck:
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Desk will attempt to provide
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Engineer and Training Coordinator
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The HealthCheck assessment outlining the gaps and recommendations for correcting
was presented to Geisinger senior management. Apollo proposed a ten-week consulting
CASE STUDY
engagement that assigned responsibility for completing specific deliverables. Geisinger
engaged Apollo to work with Help Desk management to help develop and deliver several
of the key recommendations within the HealthCheck.
The Result: Outsourced Call Volume for Increased Resources
Apollo created a project plan outlining the specific deliverables and timelines for both
the Apollo and Geisinger team members for completing specific tasks. Geisinger agreed
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the resources needed to create and update knowledge articles and develop a new hire
training plan.
Over the ten-week consulting engagement the Geisinger Help Desk was provided with the
following deliverables:
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Desk
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Geisinger and Apollo worked together to significantly improve the operations of the
Geisinger Help Desk. By performing the HealthCheck and following the necessary
recommendations, Geisinger now had a cost-effective and efficient support organization.