May 24, 2017
The proliferation of EHRs and many new technologies in hospitals is putting ever more demands on Service Desks. With increases both in caller traffic and the complexity of users’ issues, new Service Desk costs, some of them hidden, are hitting hospital budgets hard. Yet many hospitals do not realize how much they actually spend on their Service Desks. This assessment tool will help you unearth that data, and very likely enable your Service Desk to be more cost effective and better manage your costs. Special bonus: you may even make your clinical staff happier with IT!
Phoenix’ President, Ron Gue, in partnership with Justin Coker, our Director of Technology, has published a guide that analyzes the contributors to hospital Service Desk costs — focusing both on direct and and indirect costs. The report offers the hospital CIO or CFO a framework for an internal cost assessment and analysis. Obvious costs of Service Desk such as salaries, software, hardware, and communications costs are covered, but so are not-so-obvious expenses such as on-call and overtime pay, furniture wear and tear, equipment repair and maintenance, turnover, space, training, etc. Additionally, the report addresses “hidden” costs, providing guidance for tackling the task of comprehensive cost estimation and analysis.
Service Desk performance impacts healthcare operations hospital-wide. It has never been more important to ensure that your Service Desk is operating optimally yet cost-effectively.