Enterprise EHR Support Update

Transcription

1 Enterprise EHR Support Update Jeff Abercrombie, VP Client Support Copyright 2011 Allscripts Healthcare Solutions, Inc. 1

2 Support Update: New Organizational Structure Vital Few Metrics - Progress Putting our improvements into Perspective Agenda Voice of Client Root Cause Top 3 CY 11 Plan 5pt Plan Dashboards 2

3 erx TECH APP EEHR Organizational Support Matrix Jeff Abercrombie VP, Support Kevin Clayton Sr. Manager, National Barbra Marden Manager, East Regional Colby Davis Manager, Customer Care Mark Ference Manager, Central / West Andrew Hallock Sr. Product Manager Bryan Price VP, Support Brian Boyle Sr. Manager, Technical Greg Crosby Sr. Manager, Interface Walter Johnstone VP, Support Mark Lamanna Sr. Manager, National/Reg Format = first.last@allscripts.com 3

4 Vital Few Organizational Changes Structure New Management Structure Application / Technical / erx Accounti Focus on CORE. Case Models / Primaries - Expanding Operations Team-Root Cause Continue to evolve - Tier 2 ng (Pre-Dev) Dedicated resources to align with Development Services Capacity Increases Continued Investments Mar 2010 > 30% Expansion Jan 2011 > 30% Expansion Ramp ~ 1yr. Process Improvements - LSS Plan, Do, Check, Adjust Our DNA Structured process to improvements Voice of Client Drive change Validate Success Technical Support

5 Enterprise PM Enterprise EHR Metrics: Comparison Year End Results Core Metrics May 10 May 11 YTD Response: Initial 30% 86% + 186% Response: Communication SLA 28% 46% + 64% Resolution Times: Voice of Client (VOC): Backlog 22% 12% 53% 60% + 140% + 317% % = Double Digit Improvements. Year End Results Core Metrics Response: Initial Response: Communication SLA Resolution Times: Voice of Client (VOC): Backlog May 10 May 11 YTD 98% 93% + 5% 93% 84% + 11% 73% 60% + 22% 98% 82% + 20% %

6 Putting our improvements into Context * Net Promoter Score Calculation = % Promoter - % Detractors Moved our Satisfaction Scores from 1 to 6. Great improvement - Still have a long way to go. 2yr Recovery Plan Goal to move to a 7/8 status by end of CY 11. * These scores only represent Support and are case transactional (Monthly). 6

7 Top 3 Area s for Improvement Communication Knowledge Cross-Functional Case Management How did we determine the Top 3?

8 5pt Plan Increase VOC Cross-Functional Accountability > Dashboards (Internally / Externally) - Case Metrics - Alerts FULL Transparency Accountability Metric: Dashboard Review Refine Escalation Model Agile Support Quarterly Reviews 1. End-to-End Mapping 2. Transition to Support 3. Flip Support Model Backline support Development > Created a PM role with-in Support - Dedicated an FTE on L3 Updates Metric: Hop Report (Shift-Left Strategy) Backlog Reduction Extended Capacity Plan coming online. Our backlog continues to be our #1 Inhibitor to progress Focus on Non 11.2 Cases Flush post Upgrade Metric: Backlog Reduction VOC Operational Models Make it Personal Build Relationships Become an extension of our clients organization Primary Strategy Transparency on Service Levels Client Certification Metric: VOC scores by segment Knowledge Management Every Day is a Training Day IDP s MU Focus (Core / Stimulus Set) Knowledge Center Support (KCS) Leverage Tools (Kbase, Client Connect, etc.) Metric: % of SME

9 Dashboards - Objectives Track Performance at the Client Level Transparency Accountability Trending Cross-Functional Alignment Seamless Service It s all Connected Line of Sight: Area s of Improvement Automation SFDC Portal Real Time R&D Application Support erx Support Services Technical Support It s all connected

10 Client Dashboard Cross Functional 3 Key Metrics Response Communication Resolution MTD Actuals Real-Time YTD - Trending 1 Accounti ng Services KPI s Incoming to Closures Total Backlog By Status By Function VOC Metrics SW Revision 2 Technical Support

11 Implemented a New Organizational Support Structure To focus on CORE knowledge. Substantial investment in Support (Increased Headcount) Continuous Ramp in knowledge. Overall metrics has improved (from a year ago). However, We have a long way to go. Top 3 Area s for Improvement (Based on your Feedback): 1. Communication Specifically Meaningful Follow-up 2. Knowledge 3. Cross-Functional Case Management Seamless Service 5pt Plan Summary 1. Backlog Reduction 2. Case Models Shift / Expand to Primary Models 3. Knowledge Management Major focus on 11.2 / Stimulus Set 4. Improve Escalation Process Support dedicating Senior Resources 5. Support is more than Support (Need improvements across all area s of the Business) Dashboards (External / Internal) 11

12 QUESTIONS

13 Client Support Portal Susan Verona, Expert Operations Consultant Copyright 2011 Allscripts Healthcare Solutions, Inc. 13

14 Client Support Portal Accomplishments Move to Support button Client Portal Reports Profiles updates Product Documentation Improvements KIC video Tab ANSI5010 Tab 14

15 Client Support Portal Roadmap for late 2011 to early 2012 Redesign of the Client Support Portal Landing Page. Look for ACE Be sure to provide your feedback. Simplified look and feel to allow easier navigation Easier to do business with Support Improvements to LOG A CASE functionality View Issue Cases Reports Client Facing Dashboards 15

16 QUESTIONS