2012 Best In Field Service

— November 09, 2012

Cancer Treatment Centers of America

Empowering the patient with access also powers the enterprise.

Cancer Treatment Centers of America (CTCA) provides medical services to cancer patients, especially those with late-stage cancer.

It wanted to expand channels with patients, lay the foundation for a physician portal and eliminate manual processes and paper.

In this case, the organization was seeking the ability for doctors to easily disseminate timely medical information to patients, enhance communication between patients and caregivers and engage all parties ore in the healthcare process (which CTCA calls Patient Empowered Care).

At the time, information was distributed verbally or via printed documents. “Patients could only get into their medical records, for example, directly from their physicians or care providers, which was dependent on their availability,” says Clyde Passman, assistant vice president, IT applications.

In looking for a solution to achieve these results, CTCA wanted to ensure speed-to-market, ease of use by internal stakeholders and patients, the ability to integrate to existing systems and the ability to maintain and customize the solution going forward.

CTCA created a patient portal app in house called “MyCTCA.” It started with just an iPhone app, then a web app was added. Passman said they quickly realized they were going to have to offer the app across platforms and used HTML5 to make the it platform independent.

The solution offers custom branding, online self-registration, secure login, secure messaging, real-time EMR integration for viewing lab results, medications, allergies and health issues, appointment viewing and requests, prescription viewing and refill requests, viewing and updating of personal information, access to doctor profiles and other resources.

The solution is currently being utilized by over 2,000 patients. This number is expected to increase dramatically when CTCA implements auto-registration functionality.

Internal staff was trained on the process changes resulting from the technology.

“The single most significant benefit is the empowerment of the patients,” says Passman. “They now have access to a wide variety of personal medical information and results at their fingertips.”

This has generated more interaction with care providers and has resulted in a higher level of patient satisfaction.

“We have also engaged patients to provide feedback on functionality and content, offering them the opportunity to directly influence what enhancements are made to the portal and the priority of those changes,” he adds.

The organization is now able to start down the path toward eliminating manual processes and paper reports in general.

MyCTCA was also the springboard for CTCA creating another application aimed at external physicians, called the Physician Portal, which was launched in January 2012.

Delta Global Services

Improved compliance, reliability, service and customer satisfaction realized in passenger handling.

Delta Global Services (DGS) is a wholly-owned subsidiary of Delta Airlines and the industry leader in disability passenger handling and aviation services. If passengers needing wheelchair assistance are not picked up within minutes of requesting wheelchairs, the U.S. Department of Transportation (DOT) can issue fines of several thousand dollars per occurrence.

As a way to continue to ensure its commitment to service and continue to meet DOT requirements, DGS introduced a technology upgrade. “Before the upgrade, we handled some of the process via a paper-based system,” reports Tom Farmakis, vice president, marketing and business development. “We also had mobile devices, but none of them were doing what we needed them to do.”

DGS implemented the Intermec CS40 handheld mobile computer, which has scanning capabilities and +3.5G speeds on the AT&T network. Now, dispatchers wirelessly send passenger pickup assignments to DGS agents via their CS40s. Upon meeting the passenger, the agent scans the passenger’s bar-coded boarding pass to record the pickup and scans a bar code at the gate to record the location. Once the boarding pass and location information are entered, the pickup transaction is time-stamped and reported in real-time to the system.

Agents scan another location code when the passenger is delivered, which closes out the job and updates the dispatch system to make the agent available for another pickup.

Since deploying the technology, DGS has seen 10% to 20% improved efficiency, as well as improved reliability. ROI was achieved in 30 days. However, according to Farmakis, the most important benefit has been improved customer service.


Division of Municipal Power & Lights - Anderson, IN
Fleet management solution enabled for safety sees cost savings too.

When ice storms, blizzards and thunderstorms cause major power outages, the Anderson, IN Municipal Power & Light Division needs to maximize its workforce and increase its efficiency.

Prior to implementing a new solution, the utility had no way of electronically tracking its workers when they were working in the field. It would track them by making phone calls to the field crews and writing their locations on a white board.

And while efficiency was important, worker safety was even more important. The utility needed to make sure that each field worker was finished with repairs before giving clearance to turn the power back on.

The utility then heard about Trimble GeoManager Fleet Management, a cloud-computing platform that allows users to track, manage and optimize scheduling for its vehicles. It equipped each of its vehicles with a GPS unit that communicates information back to the dispatcher via cellular technology. Using this information, the dispatcher finds the closest vehicle to a job and makes assignments based on real-time schedule status.

“It has definitely increased our day-to-day efficiency and improved worker safety during emergency and weather-related activity,” reports Tom Donoho, superintendent. “It allows the dispatch center to know where all of the vehicles are located at all times.” An unexpected benefit is that production increased and outage time decreased, resulting in a 20% cost savings.


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