An integrated health system serving 12 facilities across three states ran HR, IT, and patient services on six different platforms — each with its own login, ticketing model, and reporting silo. Clinicians spent meaningful clinical time chasing badge replacements, on-call scheduling errors, and equipment service tickets across systems that didn’t talk to each other.
The board approved a unification mandate: one platform, one identity, one experience for both employees and patients.
We ran a 6-week discovery covering five clinician personas (bedside nurse, ED physician, allied health, on-call surgeon, support staff) and three patient personas (scheduled outpatient, ED walk-in, returning chronic-care). Outputs: a unified service catalog, a federated CoE design across HR/IT/Patient Services, and a 9-month rollout plan in three waves.
Onboarding, benefits, leave, payroll-error case management. Deployed across 18,000 employees with embedded leaders’ approvals and direct integration to Workday.
Incident, problem, change, and service catalog for the technology team supporting clinicians. 87 service-catalog items replacing the legacy email queue.
Inbound contact center modernization — patient inquiries triaged, routed, and resolved across channels with omnichannel history.
We didn’t treat this as three separate platform projects. The CoE design recognized that an HR onboarding workflow that triggers IT badge provisioning and clinical-system access — and that opens patient-facing service tickets when relevant — only works if it shares one data model. We invested heavily in CMDB cleanliness and identity-graph design before the first user story shipped.
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