Case Study
Company Background: A $15 Billion U.S. Non-Profit Health Delivery System
The Opportunity: Organization was in the midst of a large multi-year IT transformation program and departmental restructure. The mandate for the interim AVP of IT Services – Sourcing and Vendor Management was to actively support all transformation projects while implementing departmental redesign. Department of 15 resources managing ~$750M of IT Services Spend.
Actions: Led by assessing priorities, evaluating capabilities and establishing departmental goals for current fiscal year. Launched multiple initiatives to reengineer processes, evaluate cross functional roles and responsibilities and perform technology software selection with the overall objective of increasing throughput, improving outcomes and reducing operating costs. Developed meaningful metrics and reporting to track departmental and individual performance. Simultaneously supported all IT Transformation projects from a priority perspective to ensure timely implementation of initiatives.
Results: The mid-year progress summary to management effectively demonstrated a 10% reduction in operating costs, a 75% reduction in the over 180-day backlog, a sustained reduction in monthly customer complaints to zero or near zero and recommendations for a technology toolset and vendor arrived at through evaluation of 24 suppliers. All transformation projects were effectively supported and staffing commenced to populate the new departmental structure.
