CASE STUDIES

Human Resource Alignment & Training

Enterprise-Wide IT Field Training Program for Hospital system

Challenge: Enhancing IT staff understanding of the business contexts they support.
Solution: Developed a multi-campus, two-day training curriculum that includes tours and Q&A sessions across various business units within the physical ecosystem.
Outcome: Improved employee engagement and customer service satisfaction skyrocketed to 90%. This also reduced employee turnover with engagement levels high and absenteeism reduced significantly.

IT-Wide Communication via Monthly e-Bulletin for Healthcare provider

Challenge: Improving communication and awareness within the internal departments.
Solution: Established a monthly e-Bulletin featuring updates, interviews, and HR news, achieving significant readership and engagement.
Outcome: Established as a critical communication tool within IT, improving morale, fostering a culture of collaboration, transformation and celebration of success. This ultimately reduced turnover by 20% over 7 years.

“Nora builds strong teams providing exceptional, customer-focused services. She is an inspiration to the women in IT, demonstrating powerful, confident leadership in a field traditionally dominated by men. She is valued as a visionary, change agent and advocate.”

~ Allison Vail, VP of Quality & Patient Safety- Connecticut Hospital Association

ITIL-Based Service Management Processes for Financial Services company

Challenge: Addressing inconsistencies and inefficiencies in IT service management, including utter lack of major incident, crisis and problem management. Constant daily and repeat outages were the norm, severely impacting business stability.
Solution: Implemented ITIL-based processes for incident, problem, change, and configuration management, complete with detailed documentation and metrics.
Outcome: Transformed IT operations into a center of excellence for process design and implementation, with improved performance and customer satisfaction. Outages were reduced by 60% over a 3 year period and employee burnout significantly reduced as a result.

Balanced Scorecards for Service Oversight for Healthcare providers

Challenge: Lack of useful measurements that standardizing performance for service operations.
Solution: Implemented balanced scorecards methodology for centralized service desks and field services.
Outcome: Achieved top quartile performance in peer benchmarks, demonstrating high operational effectiveness and efficiency and reduced management burnout and employee turnover due to clarity and consistency in measurement/communication.

“In the 10 years that I worked with Nora, I have found her to be a self-motivated, strategic thinker that can work closely with all levels of management. Her creative solutions and process-focused skills helped to grow and achieve tremendous efficiencies within EmblemHealth, while maintaining high standards of delivery.”

~ Robert Mosquera, CIO - Softheon

AI-Driven Virtual Agent for Healthcare provider

Challenge: Enhancing customer experience and reducing IT team workload in a healthcare setting.
Solution: Implemented an enterprise-wide AI-driven virtual agent/chatbot, using NLS, AI, and RPA technologies, in collaboration AI Chatbot solution.
Outcome: Improved customer interaction and internal efficiency, channeling 25% deflection away from level 1 , reducing mean time to resolution by 40% overall, with significant adoption by clinicians and corporate customers. Resulted in cost reduction as well due to staffing level changes.

Self-Service Catalog for Service Provisioning for Insurance company and Healthcare provider

Challenge: Simplifying service access and improving IT service responsiveness, reducing workload on Service Desk (level 1)
Solution: Introduced company’s first customer-facing Service Catalog featuring a streamlined layout, top requested services, and real-time status updates on IT services.
Outcome: Positive reception in the community, with a 30% adoption of this channel, reducing resolution timeframe by 60% due to digitized forms, accuracy of data collection, and a reduction of wait time for Service Desk agents. Resulted in cost reduction as well due to staffing level changes.

Revamped Technology Onboarding Process for Insurance provider

Challenge: Reducing cycle time and wait periods for new hires.
Solution: Overhauled the onboarding process using Six Sigma methodologies, resulting in streamlined workflows and enhanced automation.
Outcome: Reduced onboarding time from 40 days to 7, improving efficiency and satisfaction for new hires.

“As a leader in healthcare, Nora is very attuned to the challenges her customers experience and leveraged that to identify creative use cases, and launched a change management campaign, that resulted in high adoption and employee satisfaction. In short, she drove change that reflected positively for IT while making life better for all employees."

~ Pat Calhoun, CEO - Espressive