How We Define
A customer was in the middle of a large clinical and financial system go-live, and shortly after the financial system went live, it started failing to push charges, billings, etc. through. Initially it was thought that the issue was limited to just the single facility. However it was soon apparent this was enterprisewide.
Go-live affected the single facility, but ultimately impacted all of the customer’s 190-plus facilities and thousands of physician practices.
After the customer’s engineers and vendor engineers spent eight to 10 hours investigating the issue, they had been unable to resolve the issue, or even identify the root cause. 3-D engineers were engaged at this point. The engineers working the issue were able to identify the root cause of the issue within just a few moments and determined it to be a full log partition on the primary SQL cluster. 3-D engineers engaged the customer’s virtualization and storage teams and were able to walk them through (no screen-sharing, just talking them through the exact steps) remediating the issue over the next four to five hours. It is worth keeping in mind 3-D was engaged at roughly 11:45 p.m. on a Friday evening. While this was not in scope for 3-D to support them from an operational standpoint, this would affect the overall outcome of the go-live that 3-D was responsible for, so 3-D took on the issue in order to make the engagement a success.
How We Design
3-D was dealing with one of the most challenging parts of the business – site personnel as they go through major transitions. There is always concern about what’s going on, what’s going to happen and what the expected outcome will be throughout the transition.
The site had recently experienced a major overhaul with another vendor, only to be told they’d be experiencing another change to their enterprise almost immediately. Prior to the initial meeting with 3-D, the client’s leadership team was extremely apprehensive.
3-D sat down with the senior site personnel and discussed plans for the upcoming activities in great detail. Once the meeting concluded, the director and CIO personally thanked the team for the descriptive analysis shared with them. They stated that it is uncanny for a vendor to come in and put such an effort into explaining all conversion tasks from start to finish in such a great level of detail.
3-D exceeded the customer’s expectations, setting a pace that yielded the needed results such as the Network Core, MPLS L3 VPN WAN optimization and WLAN migration, all the way down to the edge devices and access layer switches. The customer left grateful for the level of effort 3-D committed to each service.
How We Deploy
3-D was engaged to manage and deploy new devices in a clinical setting. To complete this project successfully and support the business requirements, 3-D was asked to image and deploy 650 devices across 24 different geographic locations. To accomplish this, the engineers developed and planned a methodology that would allow for speed and a quality deployment. The PMO developed a plan that included multiple services that 3-D offers – project management, logistics, endpoint and network deployment, and expertise in the desktop imaging process.
The PMO worked with the client to finalize the deployment approach for all 24 locations, the timing required for each location, and communications required with client field resources over the course of the project.
As part of the plan, 3-D needed to manage the preparation and delivery of the devices to support faster deployment; this included both network and endpoint devices. To support what was needed, 3-D managed the device readiness through owning the device preparation from a regional warehouse, which included unboxing the equipment and preparing the deliveries for all 24 locations. Teams were then prepared to receive the equipment and ultimately begin the deployment, while reducing the time required to prepare the equipment for deployment.
Once the team started deployment efforts, they faced various challenges during the endpoint deployments that required a change to the process. They were able to do so with effective client communications, flexibility and coordination activities with the field operations teams. By having a solid plan, the right services in place to support the project and a solid client partnership, 3-D was able to deliver the project on time to the client.