Giva Blog
Help Desk, Customer Service, Cloud & Security Insights, with a Side of Altruism!

Top 5 Issues Facing Hospital CIOs Today

Technology Challenges for Healthcare/Hospital CIOs

Technology, such as cloud computing, is becoming increasingly attractive in the healthcare management industry. Hospital CIOs, however, now face the difficult task of optimizing new technology while still maintaining the healthcare industry's ethical standards. Here are the top five challenges faced by Hospital CIOs in implementing new technology:

[Read More]

Benefits to Using Hosted Solutions

Call Center Cloud Computing & Devices

In a previous blog post, we discussed how important it is to have a variety of contact options for today's consumers, based on findings from the 2015 Global Contact Centre Benchmarking Report. However, many companies are finding it difficult to integrate these new options into their contact centers.

As expected, a majority of call centers have the capability to support customers over the phone and through email. These capabilities line up with the previous generation's expectations in a support center, as most customers over the age of 40 prefer support over telephone or email. However, the next generation's first choice of webchat is only supported by 45% of organizations, and 35% of organizations without webchat have no plans of offering it in the future.

According to data from the Report, an average of 79% of companies are afraid that their systems will not meet demands in the future. However, the cost of integrating a new support system can be expensive, and new software may not be compatible with older machines. One solution that the Report proposes is hosting contact centers in the cloud, which can reduce the cost of integrating a brand new system greatly while expanding support options.

In fact, the Report found that 89% of organizations currently using cloud architecture agree that it has reduced costs. Other benefits from cloud technologies noted in the Report include access to new functionality, improved flexibility, and better reliability. Yet half of the organizations surveyed do not even use hosted technologies.

Giva's customizable cloud technologies are easy to use and can save your company time and money. Read about how the Giva Difference has changed the way many companies handle customer contact on Giva's case study page!

The Giva Challenge: Giva Customers are Talking! Miles & Stockbridge

Miles & Stockbridge

Saving time, in the long run, saves money. The new Apple watch discussed at TechCrunch is in the business of saving people time by making it easier to see important information throughout their workday without having to pull out their smart phone. This equates to precious time saved. According to Matthew Panzanaro at TechCrunch, "There are very few products that allow you to hand someone cash and be given back TIME."

Working around-the-clock to meet a client's needs is what a great attorney does. If that clock is slowed down in any way it costs extra money. Miles & Stockbridge P.C. has enjoyed a rich history of well-planned growth, enduring client relationships and loyal community leadership for over 80 years. They support approximately 500 employees in 8 offices across the east coast of the USA. "Since we are providing IT technical support to attorneys that work around-the-clock, we needed a solution that could be accessible anywhere and anytime by our staff. Our attorneys' time is our 'stock in trade', so we must keep the firm up and running and highly productive on a large number of applications and various hardware platforms in order to generate revenue." (Ken Adams, Chief Information Officer) They were spending a lot of time and money on managing and maintaining servers and software to host their previous application.

After researching their options, they found the solution to their time problem. "Giva's application suite is fast and responsive, and we have had 100% uptime. Any cloud application we use must perform this way, especially since we are working with attorneys that are always under tight deadlines and want to minimize the amount of time they are on the phone with us." Not only have they saved attorneys valuable time they have also experienced;

  • 70% cost savings when considering the total cost of ownership (TCO) over a 3 year period
  • 70% decrease in number of tickets that remain open from day-to-day
  • 60% increase in customer satisfaction of attorneys and staff
  • 100% application uptime and high application responsiveness

Miles & Stockbridge have taken the time to save their clients valuable time. According to Ken Adams, "With Giva, when I view any report, it always has real-time information. Furthermore, any of my staff can create, save and share reports, which allow us to retrieve pertinent real-time information at any moment without having to set up our own versions of a report. This dynamic nature of Giva's reporting engine is a tremendous advantage over all the others we evaluated."

Find more information at Miles & Stockbridge Case Study.

What is your challenge? Let Giva be your solution!

10 More Tough Questions to Better Qualify Any Software / Cloud Vendor

Questions for Software Vendors

How can you more quickly qualify and evaluate any software or cloud vendor?

In another informative whitepaper, Giva offers even more tough questions to keep your potential software or cloud vendor on their toes and to make sure they know you have done your homework. Customers interested in purchasing any software or cloud service may encounter myriad of problems and obstacles during the purchase process.  This whitepaper provides tough practical questions to ask your vendor candidate to help avoid mistakes that even the most experienced professionals can make. 

Some topics covered include:

  • What happens if we have a disagreement? Mediation/arbitration or litigation?
  • What are the costs of additional modules and licenses purchased in the future?
  • What are license options for part-time usage?
  • Are customer case studies with business results achieved available?
  • Are your customer references compensated in any way?
  • How will our future feature requirements be obtained?
  • Will we have a dedicated Account Manager?
  • Are thirty-day supported production trials available without obligation?
  • How many new releases are provided per year?

For more information and tough questions to assist you in your vendor selection process, please refer to Ten More Tough Questions to Better Qualify Any Software or Cloud Vendor

20 Tough Questions to Better Select, Compare & Evaluate Any Software / Cloud Vendor

Questions for Software Vendors

There is nothing more frustrating than signing on the dotted line and then regretting it. Selecting a software or cloud vendor is a major decision for any company and Giva has designed a whitepaper to assist you in becoming more informed and educated by reducing the complexity of the cloud or software vendor selection process.

This whitepaper provides twenty penetrating questions to ask cloud vendors in order to become a more informed buyer. It provides practical "how to" advice to help avoid mistakes that even the most experienced professionals make, ultimately costing them a lot of time and money. Use these questions early in your selection process to poke and prod at your list of cloud vendors.

Some topics covered include:

  • Using uptime and support service level agreements to manage our relationship
  • How to qualify the reliability and security of a data center; SSAE 16 (formally SAS 70), Trustwave PCI Certification and SysTrust Compliance
  • Access to your data and rights in the cloud
  • Source code escrow rights and responsibilities
  • Termination clauses, contract term commitments, discounts and hidden fees
  • What if my company is dissatisfied?
  • What if my company finds better technology?
  • Deployment "out-of-box" vs. time and cost of customization/configuration
  • Preparing and comparing the total cost of ownership (TCO) of all alternatives
  • Most overlooked critical fine print in software maintenance agreements
  • Vendor product roadmaps and commitment
  • What are the costs for post-implementation customization/configuration?
  • What qualifies as routine technical support vs. professional services fees?

To view the whitepaper in its entirety, please see Twenty Tough Questions to Better Select, Compare & Evaluate Any Software or Cloud Vendors.

10 Tough Questions to Help Evaluate Software Vendors

Questions for Software Vendors

Customers interested in purchasing software or cloud services can encounter myriad of problems and obstacles during the purchase process. Your company can reduce the complexity of the software or cloud buying process by asking the following 10 penetrating and informed questions of your potential vendors:

1. Dissatisfaction with product: After my company pays for your software licenses, what if we become dissatisfied?

2. Better technology: What if better technology comes along after we purchase your software licenses?

3. Deployment "out-of-box" vs. time and cost of customization/configuration: How quickly can we be up and running on your product? Does it work "out of the box"?

4. Preparing and comparing the Total Cost of Ownership (TCO) of all alternatives: What is the estimated Total Cost of Ownership (TCO) of your product over four years? Consider all the acquisition and lifetime costs of ownership.

5. Most overlooked critical fine print in software maintenance agreements: What exactly is included in annual software maintenance?

6. Costs of post-implementation customization/configuration: Our CFO is concerned about commitments for ongoing fees. Can we stop paying software maintenance any time we want, but continue to use the software licenses?

7. Vendor product road maps and commitment: What is your road map for future development?

8. Using uptime and support service level agreements to manage our relationship: Does your company charge professional services fees if we have support issues that require reconfiguration?

9. Routine technical support vs. professional service fees: If we want to do additional customization and configuration work after the initial deployment, does your company charge professional fees?

10. Termination clauses, contract term commitments, discounts and hidden fees: Does your company provide Respond and Resolve Service Level Agreements for support service requests that your company is committed by contract to meet?

For a more in-depth look into these questions, see Giva's Whitepaper Ten Tough Questions to Better Select, Compare & Evaluate Any Software or Cloud Vendors.

Look for Hackers to Target Healthcare in 2015

Healthcare Data Hacking

Now more than ever, businesses need to be diligent about securing customer information. According to a recent news article, 2015 could be the "Year of the Healthcare Hack." Hackers could target both healthcare and insurance companies in order to secure customers personal information. The No. 2 U.S. health insurer, Anthem Inc., disclosed a breach of its database that has affected nearly 80 million records leading to investigations by state and local authorities. While in the past, cybercriminals have focused on the financial and retail sector; the new target is less-secure medical data. That being the case, many businesses are starting to focus more on security. According to research analyst Stephanie Balaouras at Forrester, "If your company execs are smart, they will make protecting customers' data and preserving their privacy one of their top business and social responsibilities in 2015." (Forrester)

With all the benefits of Healthcare Information Technology, the obstacle of cyber attacks must be addressed as well. Many businesses have prospered because of HIT and will continue to do so in the future.  However, being proactive in addressing this security issue must be a priority for all businesses in 2015 in order to secure customer information. The Reuters article above mentions that "UnitedHealth Group Inc. and Aetna Inc. have been warning investors about the risks of cyber crime since 2011." Warning investors is important; preventing hackers from stealing customer information is paramount. In meeting the strict HIPAA compliance regulations for cyber security, Giva can be the answer to businesses concerned about this problem. For more information read 7 Key elements of Giva's HIPPA-Compliant Cloud Help Desk Software for Electronic Health & Medical Records.

Value in Healthcare Information Technology (HIT)

Healthcare Information Technology

In a digitized world, one of the greatest conveniences is health information technology (HIT). Considering nearly everyone in the US is a consumer of healthcare, there are numerous benefits to adopting electronic health records. The evidence report, Costs and Benefits of Health Information Technology, outlines a few. Health information technology is a means of electronically storing, recording, accessing, or transferring a patient's medical records. This includes health and medical history. Not only is this paperless and perhaps more reliable, but it allows for "clinical decision-making and disease management." It also allows for prescription filling, test ordering, and care reminding. For example, the system can provide alerts for necessary patient vaccinations or send a prescription to be filled at a pharmacy convenient to the patient. Overall, health information technology improves the efficiency of healthcare - a highly profitable, nationwide business.

However, adopting HIT is costly and requires change in the organization. It is considered an investment, but perhaps a necessary investment in terms of economic advancement. In non-financially focused studies concerning adoption of HIT, areas of improvement included increased productivity by the healthcare provider, improved patient safety and, subsequently, fewer adverse drug events (ADE) and time spent in hospitals to treat ADEs, and better physician decision-making. For example, the ability to reduce the "ordering of redundant clinical laboratory tests could produce an annual savings of $35,000 in laboratory charges." It is economically beneficial to improve the efficiency of healthcare.

In a day and age where nearly everything is digitized, it is only fitting a business as widely used as healthcare should follow suit. Adopting health information technology will improve provider efficiency while increasing consumer centeredness. Electronic health records are more personalized, more organized and more efficient. Although implementation of HIT is an expensive adjustment, benefits for both provider and consumer are apparent. Healthcare efficiency is important to society as a whole.

With efficiency of digital access to healthcare records comes the necessity of increased data security measures. The Federal Health Insurance Portability and Accountability Act of 1996, known as HIPAA, was passed to establish a national framework for security standards and protection of confidentiality with regard to health care data and information. Fortunately, Giva makes HIPAA compliance very easy for our customers. The data center, hardware and software infrastructure of Giva's cloud help desk & customer service software meet the very strict HIPAA compliance regulations. See 7 Key Elements of Giva's HIPAA-Compliant Cloud Help Desk Software for Electronic Health & Medical Records.

Report Analyzes Extent of Data Breaches in California

Interesting reading from the NYT this morning:

"The constant drumbeat of data breaches won't cease anytime soon, according to a new report from California's attorney general, Kamala D. Harris.

There were 167 data breaches reported in California last year, an increase of 28 percent from the 131 data breaches reported the previous year. The information of more than 18.5 million California residents was compromised in 2013, a significant jump from the 2.5 million compromised records in 2012.

Those numbers were skewed by two widespread breaches last year. At Target, personal records for 41 million people were compromised, and at LivingSocial, hackers gained access to 50 million records. According to the attorney general, each of these two breaches put 7.5 million California residents' information at risk.

The majority of breaches — 53 percent — were because of malware and hacking, while a smaller number, 26 percent, was attributed to the physical loss of a computer or device. The report reiterates what many already knew: There is much more information to be stolen through hacking than physical loss. The vast majority of the 17 million records compromised in California last year — 93 percent — were attributable to malware or hacking, whereas only 1.15 million records were compromised by the physical loss of an electronic device."

 

Read more at data breach study in California.

Are your cloud applications HIPAA Compliant?

HIPAA Security For Help Desk, Change Management, Customer Service

Long before the commercial success of the Internet, Brian J. Fox invented one of its most widely used tools.

In 1987, Mr. Fox, wrote Bash, short for Bourne-Again Shell, a free piece of software that is now built into more than 70 percent of the machines that connect to the Internet. That includes servers, computers, routers, some mobile phones and even everyday items like refrigerators and cameras.

On Thursday, security experts warned that Bash contained a particularly alarming software bug that could be used to take control of hundreds of millions of machines around the world, potentially including Macintosh computers and smartphones that use the Android operating system.

The bug, named "Shellshock," drew comparisons to the Heartbleed bug that was discovered in a crucial piece of software last spring.

But Shellshock could be a bigger threat. While Heartbleed could be used to do things like steal passwords from a server, Shellshock can be used to take over the entire machine. And Heartbleed went unnoticed for two years and affected an estimated 500,000 machines, but Shellshock was not discovered for 22 years.

Many of the commercial tools that individual users and large corporations depend upon are built on top of programs that are written and maintained by a few unpaid volunteers in what is called the open-source community. That community, along with big companies like Google, adjusts and builds new things on top of older work. 

Sometimes there are flaws in that code. And over the years, the flaw becomes part of all sorts of products.

The mantra of open source was perhaps best articulated by Eric S. Raymond, one of the elders of the open-source movement, who wrote in 1997 that "given enough eyeballs, all bugs are shallow." But, in this case, Steven M. Bellovin, a computer science professor at Columbia University, said, those eyeballs are more consumed with new features than quality. "Quality takes work, design, review and testing and those are not nearly as much fun as coding," Mr. Bellovin said. "If the open-source community does not develop those skills, it's going to fall further behind in the quality race."*

Giva is a HIPAA compliant cloud provider for IT Service Management, Customer Service and Change Management. We reduce risk for companies by protecting their data and helping them exceed regulatory requirements. Naturally, we address vulnerabilities like Shellshock.

Give us a call to talk to one of our experts about how we address Shellshock and other vulnerabilities. Or, feel free to learn more about Giva HIPAA compliance on your own. 

* Attribution to the NYT

 

Newer Entires     1   2   3   4   5   6   7   8   ...   25     Older Entries