Case Study: Inova Health System Improves Epic Support and Response Times with CTG

Inova Health System Relies on CTG for Epic Clinical Service Desk Solution

Inova Health System, a not-for-profit healthcare network serving more than two million people annually, needed a better way to support its full Epic application suite after a major go-live. With call volumes rising, multiple support channels creating inefficiencies, and internal teams stretched across ongoing rollouts, ICD-10 preparation, and command center coverage, Inova turned to Computer Task Group (CTG) for help with an end-to-end Epic clinical service desk solution.

CTG implemented a tiered Epic support model that combined Tier 1 help desk coverage with Tier 2 production application support, including 24/7 issue resolution, change management, optimization work, and command center staffing during go-lives. The results included an average speed to answer of about 20 seconds, average resolution time of around five minutes, 95% first-call resolution for in-scope projects, a 4% abandoned call rate, and more than 75,000 answered calls in 2015 without added staff or fees. CTG’s Tier 2 team also reached a 97% issue resolution rate, helping Inova meet rollout commitments on time and reduce overtime and travel-related support costs.

Inova Health System