Intranet measurement strategy (case study)

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Vancouver Coastal Health (VCH) is one of five region health authorities in four cities and 30 small communities in British Columbia (greater Vancouver). VCH employs 25,000 employees and 4,000 physicians and manage a budget of more than $2 billion.

 

 

The present state of their intranet is challenged by some of the ubiquitious problems faced by many, many others:

 

  • Multiple silos
  • Confused consumer base
  • Short-term thiking
  • No customer service outcome measures

Tudor Williams and Peter Roaf of Vancouver Coastal Health presented a fine case study on intranet measurement at this year

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Best Practices, Case Studies, Main Page, ROI

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