Success Stories
SESCAM
Client
SESCAM
Services
Infrastructure Management Services
Industry
Healthcare
Context
The project aims to improve telecommunications and IT services of the Castilla-La Mancha Health Service (SESCAM) and other entities of the Castilla-La Mancha Regional Government. The goal is to provide specialized technical infrastructure and support that ensures the quality of telecommunications and IT services. This involves implementing quality management systems and employing a qualified technical team, directly supervised by public agency technical managers.
Challenge
The main challenges faced in this project include the following:
Efficiency and Continuous Improvement
Establishing an outsourced IT service in an organization with over 40,000 users, more than 3,000 care centers (health centers, clinics, etc.), and multiple management units (hospitals, health areas, etc.) coexisting with existing services provided by SESCAM personnel, optimizing resources, and promoting efficiency, effectiveness, and continuous improvement.
Process Implementation
Implementing service management processes and operational support tools (OSS) with a focus on service level compliance, ISO 20000 standards, and ITIL best practices, encompassing the entire organization.
Project Management
Managing evolutionary technological projects across various domains, aligned with the development of infrastructure, applications, and healthcare services.
Solution
SATEC provides a range of specialized IT and telecommunications services, including:
CAU (User Support Center) service and client support for SESCAM employees, available 24x7.
Results
Among the results and achievements that SATEC has accomplished in providing this service are:
Successful Integration
Improvement in the quality of SESCAM's telecommunications and IT services and associated entities.
Efficiency
Greater efficiency and coverage in internal customer support, 24x7 availability of critical IT services.
Quality
Quality service management aligned with international standards (ISO 20000) and best practices (ITILv4, PMP, Scrum, DevSecOps).
Resource Optimization
Optimization of technical and human resources, with a structure adapted to the continuous technological evolution in telecommunications and IT in the healthcare field.
Functionality
Renewal of the architecture and functionality of the Health Card application widely used in Castilla-La Mancha.