Application Management Services
Today’s advanced EHR functionality is requiring increased senior analyst time to provide even basic support. For many organizations, working with a partner that can assume management and support of all, or part, of the organization’s application portfolio, can help control and manage complex IT environments by improving quality, enhancing customer satisfaction, and driving down costs.
CTG’s Application Management and Support (AMS) Services take care of your organization’s production and legacy application management and support tasks so that your skilled analysts can focus on the critical regulatory and optimization work necessary to protect the organization’s EHR investment.
Support Model Assessment
This comprehensive, yet streamlined, review leverages ITIL and other industry best practice standards to benchmark against. CTG delivers a complete Report of Findings and performance improvement roadmap. Final recommendations address operational processes, system optimization, and other opportunities to improve your support model and ensure the right skill, doing the right job, at the right time.
Experienced CTG Helpdesk team members provide improved "first line of defense" problem resolution. CTG's team members receive vendor-specific training, resulting in increased first call resolution (FCR) allowing our clients to focus their more senior analysts' attention on critical projects and optimization efforts.
Tier 2/3 Application Support
CTG's Tier 2/3 support ensures 24x7 support for legacy and production applications. Designed to augment our client's resources - whether to accelerate application implementations, optimize applications, or to provide upgrades and focus on critical projects - our solutions are scalable and accommodate any size project.
Clinical and Patient Service Desk Support
The additional functionality stemming from EHR system advancements has increased the need for clinician and patient application support. Staffed by CTG clinical application experts experienced in many of today's industry-leading EHR systems, our services provide 24x7 single point of contact for your physician and patient users. These scalable,
multi-level services integrate with your workflows and physician environment.
Legacy Data Archiving
CTG's Legacy Data Archiving services are supplemental services available to all of our application management, support, and implementation clients. CTG has established a comprehensive and methodical approach to assess the cost savings (ROI), develop the archive strategy, identify the architecture, and manage the subsequent decommissioning of legacy