As part of its multi-year IT Services Transformation designed to build a premium IT experience for physicians, staff, and patients, the Stanford Health Care IT Services team took on the ambitious task of completely insourcing and overhauling the organization’s IT Infrastructure Operations which includes the call center (helpdesk), onsite field service technicians, engineering, network services, information security, and data center operations. Beginning this month, physicians and staff who call the IT Service Desk will be connected with a member of the new team who is ready to assist with their needs.

The IT Services team listened closely to feedback and recognized that the legacy infrastructure operations managed through an outsourced model were not meeting the organization’s needs for growth, agility, and the delivery of a premium service experience to our employees, physicians, and patients. The team made a strategic decision to end the historical outsourcing of service desk operations to offshore agents and instead build a new, top notch in house team staffed by SHC employees. “We’ve worked to completely re-imagine the IT support experience for SHC employees and physicians and we are proud to be taking this step forward together as we strive to provide a premium experience to our customers,” said SHC CIO Dr. Pravene Nath.

To make this transition possible, the IT Services team has hired and trained 140 new employees, opened the doors on a new office in Newark and developed a brand new online self-service portal that significantly simplifies the routine tasks of requesting IT services. Although it has been a tremendous effort to prepare for this transition, the full scope of stabilizing and optimizing infrastructure operations is a multi-year journey that will continue after taking over operations from the current outsourced vendor. This includes improving service, performance, reliability, and efficiency.

Beginning on August 1, physicians and staff who call the IT Service Desk will be connected with a member of the SHC IT Services team who will be ready to assist with their needs. The IT Services team looks forward to your feedback as it builds this new service program. If you receive a survey, please take a moment to complete it. Learning about your experiences is the most effective way for IT Services to optimize its new programs and services for you.