Transforming Healthcare IT Operations

Transforming IT operations for a leading US healthcare services provider

HCLTech’s unified, AI enabled service model delivers operational stability and innovation at scale

5 min 所要時間

Overview

In the healthcare sector, IT operations are foundational to safe, reliable and patient‑centric care delivery. At the same time, IT services performance is being reshaped by a variety of rapid changes: accelerating digitalization of care delivery, rising expectations for always‑on digital experiences, heightened cybersecurity and regulatory scrutiny and pressure to modernize legacy environments while optimizing costs.

These converging forces required the client, a leading US‑based multinational healthcare services organization that operates a vast ecosystem of acute care hospitals, outpatient centers and surgery facilities, to reassess and transform IT operations delivery and governance. Their IT operations also needed flexibility and scalability to support both current and future care demands.

The Challenge

Complex, fragmented IT operations that limited stability, visibility and experience

With a workforce exceeding 100,000 employees and a highly distributed care delivery model, the organization relies on technology to support clinical workflows, physician productivity, patient experience and regulatory compliance at scale. However, their IT operating environment had become increasingly fragmented, making it difficult to manage services cohesively.

Operational challenges included:

Disjointed service delivery: Multiple vendors and unconnected service towers reduced end‑to‑end accountability, visibility and governance
High operational dependency: A geographically distributed infrastructure spanning data centers, networks, applications and end‑user services heightened reliance on IT for day‑to‑day clinical operations
Lack of standardization and automation: Manual processes and inconsistent operating practices slowed issue resolution and elevated operational risk
Uneven user experience: Clinicians and staff encountered variable service quality and responsiveness across locations and roles
Elevated transition risk: Given the direct impact on patient care, migrating services from incumbent vendors required zero tolerance for downtime

These challenges didn’t just add complexity — they increased risk, limited agility and blocked proactive improvement.

The Objective

Enterprise-scale, resilient and experience-led IT operations

The client set out to redefine IT services delivery by:

Creating a unified operating model by acting as an integrator and orchestrator across multiple vendors and service towers
Establishing end‑to‑end IT service ownership across infrastructure, applications, end‑user services and SIAM
Recruiting deep healthcare domain expertise to support always‑on clinical and business systems
Standardizing and industrializing operations while retaining flexibility for evolving clinical and regulatory needs
Embedding automation, analytics and experience‑led (XLA) measurement by design
Executing large‑scale transitions with zero disruption to patient care and operations
Supporting immediate operational stabilization and laying the foundation for long‑term transformation

This required delivery within a highly regulated environment—designed for zero downtime, a distributed US‑India footprint and seamless support for diverse, mission‑critical user personas.

The Solution

Integrated delivery, AI-led operations and transformation at scale

HCLTech’s engagement combined disciplined transition management with an integrated, enterprise-scale service model.

We enabled a fundamental shift in the client’s IT operating model, transforming fragmented, tower‑based support into a unified, AI‑enabled service model that spans infrastructure, applications, end‑user services and vendor management. Central to this transformation was establishing an integrated IT command center that provides a real‑time, 360‑degree view across applications, infrastructure, networks and user experience. By consolidating events and service data, the command center introduced proactive monitoring, intelligent event correlation and coordinated situation management. This shifted operations from handling issues reactively to predictive, insight‑led service delivery.

HCLTech embedded automation and AI to improve reliability and efficiency. We designed AI‑driven triaging, intelligent routing and automated runbooks to reduce manual effort and accelerate incident resolution, while self‑healing workflows address recurring issues before they affect users. We also industrialized infrastructure services through proactive monitoring, automated provisioning, patching and currency management. To improve stability and speed of remediation, we adopted a product-aligned operating model supported by DevSecOps and SRE practices.

We reinforced the model with dedicated, domain-aligned teams owning outcomes end to end — replacing fragmented accountability with centralized governance. Persona-aligned support and experience-led (XLA) metrics delivered tailored service levels for clinicians, operational staff and executives. Shift-left strategies and self-service capabilities boosted first contact resolution and scalability.

The Impact

Greater stability, improved user experience and a scalable IT foundation

The client achieved improved operational stability, faster resolution times and a more consistent user experience, while reducing operational overhead through automation and standardization. Beyond near‑term stabilization, HCLTech’s operating model established a scalable, transformation‑ready IT foundation, enabling faster onboarding of new facilities, smoother change integration and sustained support for future digital and AI initiatives. In short, the transformation positioned IT operations as a strategic, XLA enabler of enterprise growth. By combining deep healthcare expertise with intelligent operations at scale, HCLTech enabled a step‑change in operational stability, user experience and long‑term readiness.

Through this approach, HCLTech differentiated itself by assuming true end‑to‑end accountability—bringing together a complex, multi‑vendor healthcare environment into a single, intelligence‑driven operating construct without disrupting patient care.

The integrated IT operating model delivered measurable outcomes:

Delivered industrialized IT operations at enterprise scale, supporting a large network of hospitals, outpatient facilities and surgical centers, with 24×7 coverage for 100,000+ users and 70,000+ devices.
Improved stability and reduced service risk, with 6%–8% ticket elimination, 30%–40% automated incident resolution and measurable drops in P1 incidents and MTTR.
Faster issue resolution and productivity gains through proactive monitoring, AI-led automation and consistent handling of around 1,900 daily tickets.
Enhanced clinician and employee experience for 4,700+ physicians and 57,000+ clinical staff, enabled by persona-aligned support, omnichannel access and experience-led (XLA) governance.
Stronger vendor visibility and control, with 360-degree SIAM-led performance management, standardized escalation and a single source of truth across service towers.
Lower run costs and improved financial predictability, including 25% cost reduction in AD/AM and 20%–30% infrastructure savings through cloud migration and data center consolidation.
A scalable, future-ready IT foundation, built on hybrid cloud, DevSecOps and an automation-first roadmap to support evolving clinical, regulatory and digital priorities.

By industrializing IT operations and embedding XLA principles at scale, HCLTech provided the client with a stability first, transformation ready approach to healthcare IT. The integrated service model achieved the client’s objectives with zero disruption of mission critical care delivery. Together, HCLTech and the client moved the IT operations needle closer to strategic value, enabling continuous improvement, operational confidence and a future ready foundation for healthcare innovation.