In the US, radiology and diagnostic imaging providers, which depend on highly available imaging applications and interoperability systems to deliver uninterrupted diagnostic care, face intertwined technical, operational and regulatory challenges.

The client managed a highly fragmented IT landscape that included over 300 applications, multiple infrastructure stacks and a broad vendor ecosystem.

Application support for radiology platforms such as Radiology Information System (RIS), Picture Archiving and Communication System (PACS) and dictation and imaging systems was inconsistent, with limited documentation and minimal knowledge transfer from providers.

Several other factors hindered progress:

These challenges resulted in high numbers of P1 incidents, long mean time to resolution (MTTR) and dissatisfaction among radiologists and clinical teams. Operational inefficiencies increased costs and slowed the client’s ability to smoothly onboard new facilities and scale services, directly impacting IT services productivity and clinician confidence.

The client sought a strategic partner with deep healthcare and radiology domain expertise who could manage complexity across infrastructure, applications, field services and interoperability while aligning closely with clinical workflows. The objective was to improve service reliability and responsiveness in the short term while building a future-ready foundation that could accelerate onboarding of facilities and support continuous improvement across business units as well as enterprise-wide growth.

Rather than a point solution, the client needed an integrated operating model that would unify service delivery across towers, improve accountability and deliver measurable improvements in reliability, responsiveness and user experience. This operating model needed to support 24x7 operations and scale seamlessly as imaging volumes and business units grew.

The transformation had to be executed with zero disruption to clinical operations, despite limited documentation, minimal knowledge transfer and a large footprint of legacy applications and infrastructure. Speed of transition and risk mitigation were critical success factors.

HCLTech introduced a persona-driven, domain-led operating model designed around the needs of radiologists, clinical staff and business users. A specialized transition team worked alongside the client’s operations teams to rapidly stabilize services, reverse-engineer application knowledge and establish standardized ITIL-aligned processes across infrastructure, applications and interoperability services.

To accelerate stabilization and drive sustained operational improvement, HCLTech replaced fragmented, BU-specific support models with centralized ownership and accountability across radiology IT operations. To provide enterprise-wide visibility into recurring issues, systemic weaknesses and cross-application dependencies, we introduced a unified command structure to aggregate and analyze incident data across PACS, RIS, HL7 and ancillary applications.

HCLTech established a dedicated VIP service desk and a secure VIP chat channel for radiologists and priority users. To accelerate issue resolution, the service desk expedites triaging, routes issues directly to specialized support teams and delivers responses in less than two minutes.

To ensure long-term sustainability, HCLTech implemented standardized application lifecycle management processes supported by robust documentation, knowledge artifacts and governance frameworks. Database governance processes proactively monitor and remediate inefficient queries, eliminating recurring database locks that had previously disrupted operations across 300+ imaging centers.

By aligning support to radiologist and clinical personas, introducing standardized processes and strengthening service ownership, HCLTech’s persona-driven, domain-led operating model enabled the client to achieve measurable improvements in IT service stability, responsiveness and clinician experience across its nationwide radiology network. The transformation also enabled consistent, high-quality support for mission-critical radiology applications without disrupting ongoing clinical operations.

HCLTech’s solutions delivered measurable impact:

Beyond near‑term operational stabilization, the engagement established a scalable, future-ready foundation for growth. The unified operating model improved visibility across applications and interfaces, reduced operational inefficiencies and enabled smoother onboarding of new facilities and services. As a result, the client strengthened clinician confidence in IT services while positioning its radiology IT environment to support rising volumes, evolving clinical demands and continuous improvement at enterprise scale.

HCLTech differentiated itself by delivering end‑to‑end managed services – infrastructure modernization, application rationalization and interoperability enablement – at scale. The engagement leveraged standardized tools, automation and governance frameworks supported by deep healthcare expertise and a strong focus on knowledge creation and continuous improvement.