[This message was originally sent from B.J. Moore, CIO and IS EVP, to all IS caregivers on Sept. 11, 2019.]
Information Services Team,
At our upcoming town hall we will have the opportunity to look back and do a quick recap of the exciting transformative change we have made in the past six months. While our strategic aspirations and the plan to get there will continue to take shape, we must continuously deliver on the basics with quality and reliability. In my travels and meetings with system leaders and other partners across the enterprise, I continue to get a great deal of feedback about two core services that are impeding our customers’ ability to complete their work. These two services are Day 1 Caregiver Productivity and direct customer support including the help desk.
Both of these services are core competencies of any technology department, and they are services we need to deliver effectively and efficiently while we work to transform technology delivery across PSJH. To ensure we remain focused on improving service in these areas, and transforming these services to be more efficient, I am aligning each of these services under a single executive leader on my team who will be accountable to focus both on addressing current service gaps and also redefining how we deliver these services into the future.
For Day 1 Caregiver Productivity, I am moving the core components of Identity and Access Management (IAM) under Doug Lewis (GVP of Administrative Technologies). This will mean that Kimberly Carrosino, Martin Nigrelle, and the caregivers dedicated to supporting access management on Ronnie Rush’s team will be moved to report into Doug Lewis. The IAM teams have done some great work over the last several months to implement automation, and standardize workflows, this work will continue. We will also be adding caregivers to this team to address the growing ticket backlog across the enterprise. Caregivers aligned with Active Directory, Single Sign On (SSO) and Multi-Factor Authentication (MFA) will remain as part of Program Operations under Ryan Klein.
For the Service Desk, I am asking Chris Briggs (GVP Strategic Technology Enablement) to take accountability for the Service Desk with a focus on improving service, driving down call volumes, and implementing automation where available to improve service delivery. This change will realign Ronnie Rush and the teams below him to report into Chris. Over the last several months Chris and Ronnie have been partnering with Ernst & Young to work on the PSJH service desk model, this realignment will support an acceleration of that work. In alignment with Chris’ role over “incubation”, this change will not be a permanent one but instead will focus on redefining the model and then folding the service desk back in the broader org.
I want to thank Ronnie Rush, Kimberly Carrosino, Mark Godsoe, and Ryan Klein along with the other leaders of the IAM and Service Desk teams for all the work they have done to date. We’ve spent a great deal of time over the last several months talking about how we want to transform our technology organization to align with experiences and services. The changes outlined above are a step in furthering this culture, by having a single executive on my team accountable for these services end to end, we will be able to greatly improve the service delivered to those we serve.
The changes outlined above will be effective immediately, however they may not be reflected in the various systems until the next change cycle. Should you have any questions, or need additional information, please feel free to reach out to me or any of the leaders identified above.
B.J. Moore
CIO and Executive Vice President, Information Services
Providence St. Joseph Health