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Managing User Needs During the EHR Implementation in Buenos Aires City: The HelpDesk Role
L Alassia1, C Palermo1, F Recondo1
1Dirección de Informática Clínica, Estadística y Epidemiológica, Health Ministry, Buenos Aires City.
Studies in Health Technology and Informatics
|January 4, 2018
Summary
Proactive HelpDesk implementation, including enablement and guidance, is key to successful IT system adoption. This approach fosters user trust, reduces costs, and maximizes return on investment for projects like Electronic Health Records.
Area of Science:
- Health Informatics
- Information Technology Management
- Organizational Change Management
Background:
- Implementing new IT systems requires effective change management to ensure user adoption.
- Proactive HelpDesk services are crucial for successful IT deployments and building user trust.
- Streamlined communication and processes enhance risk management and quality assurance.
Purpose of the Study:
- To demonstrate the value of proactive HelpDesk support in IT system implementations.
- To highlight the role of enablement and guidance in managing organizational change.
- To examine the impact of HelpDesk implementation on project success and ROI.
Main Methods:
- Case study analysis of a city-scaled Electronic Health Records implementation.
- Focus on HelpDesk support team strategies and user engagement.
- Evaluation of communication channels and process streamlining.
Main Results:
- Proactive preparation and guidance significantly improve user acceptance of new IT systems.
- HelpDesk services foster trusted relationships between IT and end-users.
- Effective support reduces costs and maximizes return on investment.
Conclusions:
- Investing in proactive HelpDesk support is essential for IT project success.
- A well-prepared HelpDesk team is a cornerstone for managing technological change.
- Streamlined support enhances quality assurance and continuous improvement.
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