Redesigning a Better Service Delivery Experience for Public Healthcare Customers

How a global leader in IT services tapped IDC for an unbiased third-party satisfaction survey

The Situation

To further establish its reputation in the public healthcare sector, a global leader in IT products and services wanted an unbiased third-party to validate through a Customer Satisfaction Survey that its service delivery is on par, if not better, than other regional IT services providers.

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The Solution

IDC designed and conducted an end-user survey of all healthcare centers in the country where the client’s IT services are deployed. The survey covered an assessment of all IT service dimensions and attributes.

The Results

The study highlighted the healthcare centers’ satisfaction levels and identified the gaps in service delivery when presented across a year-on-year comparison.

The study also helped prioritize the areas for improvement and enabled the IT services provider to develop a sound action plan to improve the overall user experience.

The study guided the vendor in the overall redesign of its current user experience by managing and fulfilling stakeholders' different needs and requirements across all healthcare centers.

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IDG Environmental Policy

International Data Group is committed to protecting the environment, the health and safety of our employees, and the community in which we conduct our business. It is our policy to seek continual improvement throughout our business operations to lessen our impact on the local and global environment. We are committed to environmental excellence, pollution prevention and to purchasing products that reduce the use of natural resources.

We fulfill this mission by a commitment to:

Encouraging all partners to share in our mission

Understanding environmental issues and sharing information with our partners

Recognizing that fiscal responsibility is essential to our environmental future

Instilling environmental responsibility as a corporate value

Developing innovative and flexible solutions to bring about change

Using our platforms and position in the IT industry to promote sustainability

Minimize air travel to help reduce our impact on the environment

Minimize use of materials and energy consumption in our offices

Create a working environment that efficiently uses our office space

Develop and maintain a hybrid working model that benefits both our employees and business partners

Encourage employees to measure, minimize and collaborate on reducing energy consumption at home and in the office

Engaging employees and promoting active participation in environmental and sustainability initiatives