Case Study: North York General Hospital saves CA$230,000 and returns 6,600 staff hours to patient care with SysAid

North York General Hospital - Customer Case Study

North York General Hospital, a large community academic hospital serving over 400,000 people, faced a growing IT support crisis as devices and applications tripled while IS staffing remained flat. SLA compliance fell from about 90% to under 60%, leaving clinicians waiting for help, pulling them away from patient care, and prompting leadership to seek efficiency gains when additional headcount wasn’t available.

The IS team adopted ITIL and a “Shift Left” mindset, launched a Walk‑In Support Center and expanded self‑help, and instituted biannual preventive maintenance using SysAid’s asset management and targeted automations (for example, a sub‑minute password reset). Without new hires or tools, the initiative cut tickets by 23%, saved roughly CA$230,000, returned about 6,600 staff hours to patient care, raised satisfaction to 92% good‑to‑excellent, earned internal recognition, and spurred wider adoption of enterprise service management.

North York General Hospital

Chi-Cheng Chu

Manager, Information Services