The past few weeks have been busy and exciting. I’ve had the opportunity to share the vision of where we’re taking IS with our system executives, media, the investment community that rates our organization’s bonds that help fund our growth, and most importantly to groups of us in IS, internally.
While IS is working on exciting strategic shifts, we’re still also very focused on improving the day-to-day experience our caregivers have with IS and our technology, such as the optimization of user access and service desk processes, building profiles of all access needed for a caregiver to be productive on day one.
Two service-level related areas I’m routinely getting feedback on during my visits with regional and ministry leaders across our system are:
- Getting our caregivers prompt and easy access to the network and applications they need upon their initial onboarding or changes in role
- Ensuring a smoother experience and faster resolution via IS Service Desk for desktop support needs
We’ve engaged industry-leading consulting teams from EY (Ernst & Young) to help us look at best practices in these two critical areas of caregiver experience with technology to ensure IS provides the same level of service that other enterprises of our scale are able to offer. These two efforts fall under the umbrella of a broader “IS Service Recovery” initiative we’ll share more about in coming months, which also includes engaging consulting firms on data strategy, ServiceNow platform improvement, and intake.
These are also initiatives that are being tracked as part of the “IS Modernization” efforts kicking off – another area of transformative work you’ll be hearing a lot about from me and my leadership in the coming months. It’s often about finding smart solutions that make our work lives more fulfilling, our roles saner, yet improve the experience of our end user caregivers.
I was very excited to have 800 of our IS caregivers join our April 18 IS Open Forum – our largest-ever group for those calls. Please look for the invite to our next June 11 Open Forum and let me and my leaders know any topics you’d like to have us address on our Open Forum Yammer group.
Finally, I look forward to joining you for our second IS Town Hall together on June 4. It will be a great opportunity to share some updates on strategy, our Caregiver Engagement efforts, hear from some various areas of IS, and most importantly have some honest, transparent Q&A.
– B.J. Moore