Case Study Managed Services

Improving support for over 6,000 users

Cerner, an international healthcare systems provider, United Arab Emirates

In brief

Challenge

  • Source and on-board a large-scale team
  • Manage immigration requirements smoothly
  • Provide desktop and applications support
  • Minimise disruption and improve service quality

Solution

  • Close coordination with all key stakeholders
  • HR and Immigration support to resolve visa issues
  • Agile resource management
  • Introduce SLA-driven support services to improve user satisfaction

Background

Cerner is a world leader in intelligent IT healthcare solutions enabling digitized patient care. Based in Kansas City, USA, Cerner employs over 26,000 people globally and has its regional Middle East HQ in Dubai.

Initiated in 2009 by the UAE Ministry of Health and Prevention (MoHaP), the Wareed Programme is a strategic project that focuses on delivering a “One Patient, One Record” information solution. Its aim is to link clinical, operational, and administrative data into a single, unified system using Cerner’s core electronic patient records application, Cerner Millennium.

Challenge

In 2014, the MoHaP and Cerner signed a new agreement to improve the service delivery and support capabilities for the Wareed Programme. In close partnership with Cerner, Halian were invited to take responsibility for delivering all desktop and applications support for Cerner Millennium. This two-year engagement was seen as a necessary stepping-stone to transform the quality and availability of support, as well as lay foundations for a wider adoption of Cerner solutions for new healthcare initiatives across the UAE.

The key challenge facing Cerner was how to seamlessly on-board 40+ new staff across multiple locations and transition the high profile support function to operational stability quickly and avoid any drop in service availability.

Solution

Mobilizing large teams in a short timeframe requires agility – a quality deeply embedded in the Halian approach to service delivery. Meticulous planning and decisive action were required in the execution phase with all potential staff for the MoHaP Managed Service being individually screened and vetted for suitability and visa compliance by the Halian resource management team. Technical and communication skills were assessed and on-boarding processes were completed with speed and efficiency. Within six weeks, the two Halian teams were on-site and delivering both hardware and software desktop support, as well as first and second level applications support for Cerner Millennium.

Outcome

Halian’s dedicated Service Delivery Manager and HR Business Partner now oversee a stable green-light service. One of the critical success factors was Halian’s close coordination with both the Cerner and the MoHaP service stakeholders resulting in a rapid on-boarding process that ensured minimal disruption to clinical users. And with clear service level responsibilities negotiated early in the process, the Halian team quickly met and optimized the required service benchmarks. With best practice incident management and monthly reporting in place, user satisfaction ratings have significantly improved. Attrition has been exceptionally low (less than 4%) due to the clear performance and team management processes implemented by the Halian team. With high user satisfaction and all SLA measures being achieved, the service was expanded to include new hospitals and the contract was renewed for a further five years and currently runs to 2021.

“The way Halian approached the project and its challenges was extremely impressive… Over time, they’ve taken the service from under-performing, to one seen as a model of collaboration and staff engagement. At Cerner, we’re about one team, one family and one partnership. And Halian dovetails into that perfectly.“

Bachir Awad, Vice President & General Manager for Cerner Corporation in the UAE