December 16, 2010 – Santa Barbara – CIO Solutions is now supporting Cottage Health System’s Clinical and Administrative teams through the implementation of a First Call Resolution Help Desk and Network Operations Center (NOC). These services provide Cottage Health System with additional support resources that will help prepare them for the increasing demands that the health care industry faces in the Information Technology (IT) arena. CIO Solutions has been able to assist Cottage Health System in reducing their IT costs without reducing staff.
The First Call Resolution Help Desk has decreased IT downtime by providing immediate response and resolution as well as proactive measures that identify problems before they cause outages. Eric Egolf, VP of Operations for CIO Solutions states, “When issues are resolved on the first call, this means that Cottage Health System employees are able to resume work faster resulting in less time dealing with IT issues and more time to focus on patient care.”
Although the Network Operations Center (NOC) has not been very visible to Cottage employees, the effect has been very pronounced. It has enabled quicker response times and better visibility into the health of Cottage’s data network and server infrastructure resulting in a decreased volume of support calls.
Since the inception of the First Call Resolution Help Desk and NOC, end-user satisfaction has increased dramatically. The end-user satisfaction levels have been one of the major drivers of this initiative. As of December 2010, the cumulative scores of customer service exceeded the industry standard for help desks in the area of Information Technology. Alberto Kywi, Vice President of Information Services and CIO of Cottage Health System states, “Our employees are exceedingly happy with the new IT Help Desk. It is a collaborative effort in which both CIO Solutions and Cottage’s Information Technology Department have shown great dedication and persistence.”
Cottage Health System stands as the single not-for-profit provider of acute hospital care in the greater Santa Barbara region. Cottage Health System is committed to patient safety and providing the highest quality health care to the growing communities of greater Santa Barbara.
CIO Solutions has been providing IT management and design services to the Tri-County Area since 1986. CIO specializes in helping businesses focus on their core business by designing and managing their IT department. In addition to managing IT networks, CIO also provides consulting services; design, implementation and management of VoIP phone systems and installation and management of enterprise-class storage systems.
Marketing Contact:
Hannah Rich
805-692-6700 ext. 105