AvMed Health Plans

Profile

AvMed Health Plans has been serving members throughout Florida for over 35 years. Its mission: To Improve the Health of Our Members. As a not-for-profit health plan, AvMed reinvests earnings to continually enhance the services and value it provides to its members and employers. AvMed has coverage in Fort Lauderdale, Orlando, Jacksonville, Miami, Palm Beach, and North Tampa; serving over 200,000 members.

IT Challenge

As a not-for-profit organization, AvMed Health Plans needed a cost effective and easy-to-implement IT management tool. They did not have the financial resources or the infrastructure to evaluate complex and expensive solutions. They needed a flexible suite of tools that would immediately create value and improve the IT staff efficiency. With the company growing but the IT staff remaining the same size, AvMed realized that they would need to use technology to get a handle on the IT environment that stretched across Florida.

Solution

AvMed elected to evaluate the TriActiveR Help Desk Solution (HDS) in July 2004. Before the month was over, they made the decision to purchase the solution. HDS allowed the IT staff to track help desk tickets across the state easily and quickly. The integrated remote tools allowed the IT staff to fix the problems as well. With the implementation of HDS, the first call resolution rate increased from 55% to over 87%. Sergio Alanso, Supervisor of Technical Support stated, “The ability to remotely access machines across our environment and simultaneously track help desk tickets has greatly improved the Help Desk service level. The Dashboard and reporting has allowed me to better understand the volume and workload.”

In July 2007, AvMed faced a new challenge in regards to patch management. With an ever growing and spread out work force, keeping machines updated was becoming more and more difficult. AvMed decided to upgrade their HDS solution to the Desktop Management suite (DMS), which includes the patch management solution. Within a day, AvMed had a fully functioning path management solution that was already integrated into a familiar interface.

Value

The value that Avmed Health Plans received from the solution has changed over the years, as the environment and needs changed. Early on, AvMed needed a Help Desk and remote tools solution to help organize the IT environment. As time went on and new needs were recognized, DMS was able to provide additional tools to meet those needs. “Over the years, TriActive has delivered a very useful product and has also been a valuable partner in growing the IT infrastructure of AvMed Health Plans,” said Sergio Alanso.