Inova Health System

Inova is a not-for-profit healthcare system based in Northern Virginia that serves more than two million people annually throughout the Washington, D.C. metro area and beyond. Its mission is to improve the health of the diverse community it serves through excellence in patient care, education, and research.


Inova implemented the full Epic application suite—Ambulatory, Inpatient, Clinical, Revenue Cycle, and Patient Access—with multiple go-lives. They very quickly encountered numerous competing IT support needs soon after the go-live at their largest facility. Among them, the challenge of supporting the live Epic sites while maintaining an aggressive rollout schedule to remaining hospitals and ambulatory sites; providing IT support for newly added organizations; managing efforts to transition to ICD-10; staffing the Command Center during large go-live activities; and maintaining help desk service levels and satisfaction. Inova leadership recognized very quickly that they needed a partner for an end-to-end (Tier 1 and 2) support solution, including strategically and cost-effectively managing ongoing support of live sites and augmenting the Command Center teams during go-lives.


CTG's Tier 1.5 Clinical Service Desk team helped overcome challenges related to call response time and abandonment rate, issue resolution, knowledge capture, and documentation standardization. The in-scope resolution rate averaged 99% and abandoned call percentage with threshold was consistently around 4%.

CTG’s Tier 2 Epic application support team enabled Inova to provide timely Epic production system issue resolution, application management, and support for identified applications. The team seamlessly integrated with Inova’s internal Epic staff, enabling Inova to meet their implementation and rollout commitments on time, allowing their internal resources to address net new Epic build requirements and day-to-day tasks, and alleviating considerable go-live overtime costs. CTG’s remote support model also saved Inova the costs traditionally associated with outside/traveling consultants.

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