The Aarau Cantonal Hospital (KSA) is accelerating digitalization: cora is automating IT processes and reducing the workload of the service desk.
The KSA, an integral part of the healthcare network of the Canton of Aargau, serves around 800,000 people in the region and manages over 5,500 employees together with its subsidiary, the Zofingen Hospital.
Initial situation
As part of its mission to develop into a hospital of the future, the KSA is faced with new opportunities and challenges as a result of digitalization. The ever-increasing digitization in the healthcare sector has a major impact on IT processes. In particular, the all-round availability of digital workstations and rapid troubleshooting in the hospital environment are critical.
In addition to the main building in Aarau, the KSA's area of operation also includes Zofingen Hospital, which can lead to time-consuming travel in field service.
The KSA has been supported by cora's sister and partner company pidas in the areas of IT service desk and IT field support services since 2017.
Implementation
The first cora was deployed in the KSA's main building in Aarau in 2020. The project was implemented professionally and always on schedule. Initially, the use cases were tailored precisely to the requirements of the KSA and implemented together.
The self-service withdrawal use case was implemented first. All of KSA's approx. 5,500 employees can conveniently use their badge to use cora in self-service to remove IT assets such as mice, keyboards, power supply units, various cables or headsets. And this can be done 24/7, which is ideal for shift operation at the KSA and a significant improvement on the previous operation with output via the service desk. Thanks to cora, devices can also be returned just as easily via self-service.
Following the successful launch of cora operations, the second step was to fully integrate the ServiceNow platform in order to make device reservations directly in cora. This is primarily used for higher-quality headsets, docking stations, conference microphones and webcams. The devices are reserved for users via ServiceNow and can be removed from cora using an individual PIN code.
Two additional IT terminals were also introduced during the course of the project: another cora at the Aarau site and a cora at Zofingen Hospital.
Successes
By using the cora IT terminals, a high degree of automation was achieved right from the start, with a consistently high level of user satisfaction. The additional cora at Zofingen Hospital has significantly reduced the workload for Field Support, as it is no longer necessary to issue all hardware from the Aarau site.
The newly acquired capacities enable the KSA's Digitalisation & ICT department to focus on core competencies once again and to drive forward central projects such as the digitalization of the patient journey.
