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Enhancing IT & user experience
How a government health authority transformed their IT services and improved user experience.
Client
- Client
Challenge- Solution
- Impact
- Conclusion
Client
Our client, a state-owned health authority in Dubai, needed IT transformation to improve its productivity, services, and customer experience. It provides a quality healthcare system by setting and ensuring policies and strategies for healthcare in public and private hospitals and clinics.
Challenge
A multitude of IT challenges burdened a state health authority in Dubai, hindering its ability to deliver optimal healthcare services. The authority's quest for enhanced productivity was stymied by an outdated DSS support system, which impeded swift decision-making. The sprawling IT infrastructure, encompassing over six sites, 150 physical and 240 virtual servers, 28 databases, and a colossal 350 TB of storage, further complicated the scenario. With 10,400 network devices, over 100 applications, and 8,000 end-user devices to manage for more than 1,000 users, the authority faced a daunting task in improving customer happiness and ensuring seamless access to healthcare services. These challenges underscored the critical need for a comprehensive IT transformation.
Their challenges included:
1
Inefficient operations, low productivity, and low customer satisfaction.
2
Lack of proper management for a massive IT infrastructure.
3
Lack of a DSS support system for quick decision making.
Solution
Bahwan CyberTek's comprehensive IT overhaul for the client was a game-changer, enhancing productivity and user satisfaction. The transition from JIRA to Ivanti Service Management Suite streamlined operations, while 24/7 ticket, escalation, and VIP management, alongside field support, ensured uninterrupted service. The introduction of a transformation roadmap with Av3aR (an advanced AI+RPA solution), including contact center features and I-Bot, automated services for efficiency. SmarterD, Bahwan CyberTek's proprietary dashboard, unified IT ecosystem management, and Dropthought provided real-time customer experience feedback, culminating in a robust solution that propelled the health authority into a new era of IT-enabled healthcare excellence.
1
Ensured JIRA migration to Ivanti and use of the Ivanti Service Management Suite.
2
Enabled 24/7 ticket management and field support for end-users, along with managing escalations and VIP members.
3
Created a transformation roadmap for service automation involving contact center features and I-Bot using advanced technologies from Av3aR.
4
Provided a single dashboard using our IP SmarterD for management of the entire IT ecosystem of the client.
5
Improved the real-time customer experience using Dropthought.
Impact
Bahwan CyberTek's strategic IT overhaul for the client has been transformative. By migrating to Ivanti and leveraging the Ivanti Service Management Suite, Bahwan CyberTek has streamlined operations, enhancing productivity and customer satisfaction. The implementation of 24/7 ticket, escalation, and VIP management, coupled with field support, has significantly improved service responsiveness. The introduction of a single dashboard, SmarterD, for IT ecosystem management and the integration of state-of-the-art technologies like Av3aR's contact center features and I-Bot have propelled the client towards service automation. Moreover, the use of Dropthought has enabled real-time customer experience feedback. Collectively, these solutions have not only increased operational efficiency and reduced costs but also established a robust decision support system. The shift from reactive to predictive IT service, powered by AI and analytics, has fostered a culture of continuous IT enhancement, ensuring the client's commitment to world-class healthcare delivery
1
Increased operational efficiency while reducing overhead expenses.
2
Ensuring customer happiness by providing world-class healthcare services.
3
Established an efficient decision support system by ensuring an integrated data platform.
4
Established technology-based monitoring mechanisms for healthcare facilities.
5
Helped the IT support and help desk’s approach become more predictive than reactive.
Conclusion
Bahwan CyberTek's IT transformation significantly improved the client’s operations, customer satisfaction, and productivity. The comprehensive solution, encompassing the Ivanti Service Management Suite, 24/7 ticket management, SmarterD dashboard, and other advanced tools, helped enhance service responsiveness. The shift from reactive to predictive IT services fostered continuous IT enhancement for the client.
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Bahwan CyberTek is committed to providing the highest level of protection regarding the processing of their vendors’/clients’/customers’/job applicants’/website visitors’ personal data based on applicable data protection laws and regulations at respective locations. In general, you can visit the Bahwan CyberTek website without providing personal data. However, there are times when Bahwan CyberTek will request personal data.
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