The Benefits of Outsourcing Aging Technology Support

Legacy support involves maintaining and operating outdated technology systems that are critical for daily operations but may hinder progress due to their limitations and inefficiencies. This blog discusses the issues and challenges associated with legacy support in healthcare, presents current statistics and relevant articles, and outlines Futura's comprehensive methodology for effective legacy support.

Issues and Challenges with Legacy Support

1. Aging Technology and Infrastructure: Legacy systems often run on outdated hardware and software that are no longer supported by vendors. This can lead to increased maintenance costs and a higher risk of system failures. According to a report by Deloitte, 60% of healthcare organizations still use legacy systems for critical functions, leading to inefficiencies and increased operational risks.
2. Security Vulnerabilities: Older systems are more susceptible to security breaches due to outdated security protocols and lack of updates. A study by the Ponemon Institute found that 83% of healthcare organizations experienced a data breach in the past two years, with many breaches attributed to vulnerabilities in legacy systems.
3. Integration Challenges: Integrating legacy systems with new EHR platforms is complex and time-consuming. Legacy systems often lack the flexibility and interoperability needed to seamlessly connect with modern technology. This can result in data silos and incomplete patient records, affecting the quality of care. 71% of healthcare providers face significant challenges in integrating legacy systems with new health IT initiatives (HIMSS, 2021).  
4. High Maintenance Costs: Maintaining legacy systems can be costly due to the need for specialized skills and the scarcity of replacement parts. Gartner reports that organizations spend up to 75% of their IT budgets on maintaining legacy systems, leaving little room for innovation and improvement.
5. Limited Functionality: Legacy systems often lack the advanced features and functionalities of modern EHR systems. This can impede clinical workflows and reduce the efficiency of healthcare providers. A survey by KLAS Research indicated that 68% of healthcare organizations feel that their legacy systems do not support current clinical and operational needs adequately.

Futura Legacy Support Services

Futura offers a scalable and comprehensive methodology to address the challenges of legacy support. Our Legacy Support Services enable your existing IT and business operations teams to focus on new EHR implementations without sacrificing the quality of services. Our approach combines a proven legacy healthcare methodology with program and project leadership and experienced consultants. Futura quickly transitions your existing clinical, financial, and business technology systems to our consulting staff, ensuring continuity and quality.

Futura provides customized Legacy Support Services aligned with your business and quality goals. We offer three main support models:

• Dedicated resources
• Cost-effective remote services
• A blended model 

Our customized approach ensures a smooth transition and minimizes the impact on your organization. Our holistic methodology for legacy support includes:

• Application Review
• Technical Support
• Future Project Management requirements

We focus on capturing application support workflows, improving response times, and decreasing support requirements.

Healthcare Specific Methodology

1. Internal Communication Plan: Setting expectations and quality metrics ensures all stakeholders are informed and engaged throughout the transition process.
2. Application Data Collection: We gather and validate data to ensure accurate and complete information is available for support and transition activities.
3. Program and Project Management: Our roadmaps and metrics guide the transition process, ensuring all projects are accounted for and managed effectively.
4. SLA Examination and Reporting: We review and report on service level agreements to ensure compliance and identify areas for improvement.
5. Functionality Matrix: We assess the functionality of legacy systems and identify opportunities for optimization.
6. Transition Handbook and Knowledge Transfer: Our transition handbook and knowledge transfer checklist ensure a smooth and efficient transition of responsibilities.
7. Vendor Management Plan: We manage vendor relationships to ensure seamless support and coordination.
8. Helpdesk Reporting Process: Our helpdesk reporting process provides real-time visibility into support activities and performance.
9. Risk Management: Implement a structured risk management plan that identifies potential risks associated with the transition process and develops strategies to mitigate these risks proactively.
10. Change Management Strategy: Change management strategy to handle the human aspects of transitioning to new systems, involving training, communication, and support to ensure smooth adaptation.
11. Continuous Improvement Framework: Establish a continuous improvement framework to regularly review and enhance legacy support processes through periodic audits, feedback loops, and process optimization initiatives.
12. Compliance and Regulatory Alignment: Ensure that the transition and ongoing support align with healthcare regulations and compliance requirements, such as HIPAA, GDPR, and other relevant standards.
13. Performance Metrics and KPIs: Define key performance indicators (KPIs) and performance metrics to measure the success of the transition and ongoing support efforts. Regularly review these metrics to ensure targets are being met.
14. Stakeholder Engagement Plan: We develop a comprehensive stakeholder engagement plan to keep all relevant parties informed and involved throughout the transition with regular updates, feedback sessions, and addressing stakeholder concerns.
15. Budget and Resource Management: Detailed budget and resource management plan to ensure the transition is financially viable and that resources are allocated effectively.
16. User Training and Support: Futura provides extensive training programs for users to ensure they are well-equipped to utilize the new systems effectively, with continuous support available to address any issues or questions. 

Legacy Project Management

Futura recognizes that projects do not stop during new system implementations. Our approach includes:

• Strict focus on project management requirements
• Project roadmap and scope analysis
• Comprehensive project management to ensure continuity and success 

Scalability

Our service models are designed to be scalable and cost-effective, ensuring the right level of support for your organization. We offer dedicated, onshore remote, and blended service models to meet your specific needs.

Deliverables

• Application Support
• Commitment to SLAs
• 24x7 On-Call Support
• Program and Project Management
• Interface Monitoring
• Optimization and Resource Leveling 

Legacy support is a critical component of healthcare IT management, but it presents significant challenges. Futura Legacy Support Services provides a comprehensive and scalable solution to address these challenges, ensuring continuity and quality while enabling your organization to focus on new EHR implementations.

References
 
Deloitte. (2019). The aging healthcare IT infrastructure. Retrieved from deloitte.com
Ponemon Institute. (2020). The state of cybersecurity in healthcare. Retrieved from ponemon.org
HIMSS. (2021). Integration challenges in healthcare IT. Retrieved from himss.org
Gartner. (2022). IT budget allocation for legacy systems. Retrieved from gartner.com
KLAS Research. (2023). Legacy systems in healthcare: A survey report. Retrieved from klasresearch.com