A leading academic pediatric health system, committed to research and innovation across its provider network, recognized stabilizing Epic required a tailored approach. Projects and optimization, research initiatives, and a Clinician Builder Program could be balanced with support and maintenance.
Impact Advisors deployed an IT Director and a team of analysts to guide the Epic team into successful, sustainable IT operations. Within months, the team wrangled a backlog of incidents and requests, adopted metrics and dashboards to manage performance, organized optimization into Agile sprint cycles, deployed process and tools for project intake and governance, and distributed knowledge and skill sets across individuals.
Project Outcomes
In addition to routine maintenance, roll outs, and upgrades the Epic team:
- Increased ticket resolution rate by 2x
- Returned incident management to SLA compliance within 60 days
- Cleared and maintained the incident backlog to within normal limits
- Reduced the service request backlog by more than 50%
- Returned incoming request fulfillment to SLA compliance within 75 days
- Reduced the optimization backlog by 28% within 6 months
- Packaged and prioritized optimizations to ease governance and resolution
- Increased Knowledge Base articles by 25% and improved documentation
- Released all consultants, 42% of analysts on the Epic teams