Spectrum Health: Enhancing Healthcare Services through Digital Transformation
Spectrum Health is a renowned healthcare organization that is dedicated to delivering over $550 million in community benefits annually. Through a wide range of health services, education and research programs, infrastructure investments, innovation, community partnerships, and care for vulnerable members, Spectrum Health maximizes its value and impact in the healthcare industry.
Maximizing Value and Impact
In an effort to streamline its operations and enable healthcare professionals to spend more time with patients, Spectrum Health identified the need to improve its IT and HR services. The organization faced challenges with multiple legacy systems that were outdated and disjointed, leading to inefficiencies and confusion among employees seeking support.
Maximizing Time with Patients
To address these challenges, Spectrum Health embarked on a digital transformation journey by replacing its disconnected legacy technologies with a consolidated ERP platform, Workday, integrated with ServiceNow’s IT and HR Service Delivery systems. This transformational program aimed to revolutionize the way employees interacted with IT and HR services, ultimately enhancing the overall employee experience.
Taking Away the Pain
Director of Enterprise Service Delivery, Burton Smith, emphasized the importance of transformation over migration, focusing on eliminating the pain points associated with legacy systems. By following guiding principles such as the 20:80 rule and prioritizing the employee experience, Spectrum Health successfully deployed new ServiceNow technologies in a phased approach, starting with IT Service Management and expanding to Software Asset Management and Governance, Risk, and Compliance solutions.
On Time, On Budget
Despite the challenges posed by the COVID-19 pandemic, Spectrum Health’s phased implementation approach ensured that phase one elements were delivered on time and on budget. Phase two of the project involved implementing ServiceNow HR Service Delivery, providing employees with unified mobile access and self-service options to streamline HR processes.
Self-Service Rapidly Increasing
By the summer of 2021, 97% of Spectrum Health staff were accessing IT and HR services through the integrated platform, with self-service rates steadily increasing. The platform featured a wealth of knowledge articles and a comprehensive service catalog, enabling employees to access the information they needed quickly and efficiently.
Empowering People
Partnerships with organizations like KPMG played a crucial role in the successful implementation of the digital transformation project. By empowering employees and distributing platform ownership, Spectrum Health was able to enhance efficiency and drive process improvements. The organization’s strategic use of platforms like ServiceNow and Workday positioned it for long-term success, ultimately benefiting patients, colleagues, and communities.
In conclusion, Spectrum Health’s commitment to digital transformation has not only improved its internal operations but has also enhanced the overall healthcare experience for its patients and employees. By leveraging technology and empowering people, Spectrum Health continues to lead the way in delivering high-quality healthcare services to the community.
