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Upgrading the Phone System for University Hospitals of Cleveland

Healthcare | Network Infrastructure Staffing

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University Hospitals of Cleveland, OH, partners with TEKsystems to upgrade more than 30,000 phones on its main campus.

University Hospitals of Cleveland, OH, is a part of University Hospitals (UH), one of the nation’s leading healthcare systems. this client focuses on providing quality medical care to patients throughout Northeast Ohio. One of the top five largest private sector employers in the state of Ohio, the UH healthcare system includes an academic medical center, community hospitals, outpatient health centers, outpatient surgery centers, urgent care centers, cancer centers, rehabilitation facilities, pediatric specialty centers and mental health facilities, as well as joint venture and partnership hospitals, and health centers. TEKsystems has been a UH Cleveland partner since 2008.

Cisco Phone System; Cisco two-way Walkie Talkies ; VoIP; Cisco Routers, Switches and Voice Gateways; Rolm Digital and Analog Phones
UH Cleveland was in the process of upgrading its phone systems at several of its hospitals but had to put this initiative on hold for more than a year due to a significant gap in its internal staff’s technical competency in the network and communications space. To successfully implement this new system, the client required high-level talent with greater competency in emerging technologies. The client also needed to hire a full-time employee responsible for managing the initiative. Due to our past performance, TEKsystems was engaged to fill this direct placement role.
TEKsystems supplied a senior level Voice/Unified Communications architect who worked directly with the CIO and other members of the client’s executive management team to craft a plan for the transition. It was this initial placement and the value that this resource provided that prompted UH Cleveland to engage TEKsystems to also fill the other open positions needed to support the project. Including the Voice/Unified Communications architect, the 14-person team deployed by TEKsystems consisted of the following resources: two documentation specialists to record all existing phone models and document physical locations including floor and office numbers; two tier one engineers to assist in physical inventory and hardware upgrade; three tier two engineers with three to four years of experience to provide hands on support; and six tier three engineers averaging seven to 10 years of experience for enhanced design and planning support.

During the course of the project, the TEKsystems team successfully navigated changes in the client management team and was still able to execute all required deliverables. This team worked across 12 hospitals on the client’s main campus to efficiently replace more than 30,000 ROLM digital and analog phones with newer Cisco VoIP phones and devices. Of the original members of the team placed, three engineers have been converted to full-time UH Cleveland employees and another member of the team is actively working with the client on a contract basis. 

Having successfully migrated its phone system and associated hardware to the new technology, UH Cleveland is now realizing service and operational improvements. This marks a milestone in the client’s goal of moving toward unified communications for its hospitals. Specific benefits reported by the client include elimination of reception issues and the integration of handheld walkie­talkies. These devices are capable of facilitating reliable and immediate communication between doctors, nurses and hospital staff and offer a major enhancement to the client’s end user population. UH Cleveland was so pleased with our performance that it opted to present the TEKsystems team with a very prestigious vendor award at the close of the project.

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