In an effort to make sure BWH is prepared to respond to questions and challenges during the implementation of Partners eCare, BWH will institute a Command Center structure, which will ensure that questions are answered quickly and problems are prioritized and solved efficiently.
How will the Command Center work? First, super-users will communicate issues identified by employees to the IS Service Desk. These issues will be triaged by the service desk, assigned a priority rating and sent to the teams in the Command Center. The issues of highest priority will be addressed first. When resolved, the person who opened the ticket will be notified. If the issue impacts multiple users, additional communications, such as tip sheets, may be developed.
In addition to this Command Center structure, there will be several BWHC communication huddles held at multiple locations throughout BWH and BWFH during each 24-hour period, during which priority issues will be addressed by bronze, silver and gold leads.
The go-live service desk number is 857-307-4600. Be sure to have your Partners ID and contact information on hand for the call.