LA Childrens Hospital

Healthcare Use Case

CHALLENGE

Children’s Hospital of Los Angeles (CHLA) was faced with a number of challenges – security in particular was top of mind. With over 30,000 connected devices, the hospital needed to expand their proactive security environment and coverage across the enterprise with the adoption of automated security tools with proactive capabilities to reduce complexity and enforce security policies.

TESTIMONIAL

It’s about telling the story of value

“IT leadership is more than technical skill and project execution, it’s about telling the story of value as expressed by new ways of working.”

Dr. Jeff Kaplan, COO
LIFT

SOLUTION

CHLA engaged LIFT to provide consultative support to ensure their end-users receive the full value of their security technology investments. LIFT worked with the hospital’s IT staff to conduct a web security upgrade to improve the management of risks to the network associated with internet-based threats.

The LIFT team helped drive the adoption of CHLA’s security software investments by identifying the highest value features and functionality, deploying them to minimize security risk, and auditing them on an ongoing basis to proactively improve the hospital’s security environment.

RESULTS

LIFT helped the IT team tell the story around value as it relates to security software and prevented them from making unnecessary additional software purchases. In a two-month period, CHLA was able to review 150 million possible threats and block 550,000.

  • Improved end-user satisfaction and utilization of security tools to achieve higher levels of compliance and reduce risk
  • 10% increase of automated security tools intervention in first month
  • System generated 35% reduced exposure to threats
  • Ability to achieve compliance and privacy enforcement goals
  • Containment of high/very-high risk cloud-based applications with < 1.8% of all applications monitored since deployment and over 2.6m security data points monitored in the first 30 days

OVERVIEW

Children’s Hospital Los Angeles (CHLA) is a 501(c)(3) nonprofit institution that provides pediatric health care and helps patients more than 528,000 times each year in a setting designed just for their needs.

CHLA is a provider of more than $232.6 million in community benefits annually to children and families. As the first and largest pediatric hospital in Southern California, CHLA relies on the generosity of philanthropists in the community to support compassionate patient care, leading-edge education of the caregivers of tomorrow and innovative research efforts that impact children at our hospital and around the world.

Farmers Insurance

Financial Service Use Case

CHALLENGE

In response to the COVID-19 Pandemic impact felt around the world, Farmers Insurance was forced to close their physical offices and transition internal operations to a virtual environment. In doing so they needed to learn and adopt a new collaboration software, however existing training models that require a trainer and trainee to be physically side by side, needed to be reconfigured for the virtual environment.

SOLUTION

Farmers engaged LIFT to deliver necessary end-user materials as well as advisory and development sessions to assist with the onboarding of existing employees to these new collaboration tools and workflows. The sessions were recorded to provide proper onboarding of new employees. A variety of videos and communication tools were created for internal Farmers end-users to ensure a smooth transition and quick adoption.

RESULTS

  • As of Mid-August 2020, Farmers has reported adoption of Webex services for over 80% of their internal business units.
  • 496,769 total meetings held.
  • 13,771 recorded meeting and 5,811 meetings downloaded.
  • Nearly 2x spike in meetings hosted and attended in a one month period from February to March, 2020. Indicating users leveraging Webex to remain productive when mandated to work from home

OVERVIEW

Farmers Insurance, an American insurance group and wholly owned subsidiary of Zurich Insurance Group, consists of more than 48,000 exclusive and independent agents and employs approximately 21,000 people. Farmers insures automobiles, homes and small businesses and also provides other insurance and financial services products.

TESTIMONIAL

“LIFT received rave reviews on the great toolset/overview you provided…so much so, that they have asked if you could provide a similar overview to senior leadership”

Allison Feltus, Sr. Project Manager – Enterprise Collaboration & Messaging
Farmers Insurance

Salesforce

Technology Use Case

CHALLENGE

COVID-19 presented Salesforce with a unique and challenging opportunity to completely re-imagine their events. With a long track record of successful, and engaging events – primarily known for networking opportunities – Salesforce had to rapidly answer 3 key questions:

1) What do users expect from a virtual event?

2) How can we make sure we deliver a superior experience – both in technology and content?

3) How do we capture and re-create that Salesforce Event Magic?

SOLUTION

Due to the need for rapid deployment, Salesforce engaged LIFT to conduct a series of agile in-depth interviews to evaluate the TrailheaDX prototype. LIFT recruited participants who matched the audience persona and conducted UX interviews to evaluate the prototype for discoverability, navigation, and intuitiveness. These interviews resulted in actionable next steps for the Salesforce UX Team to optimize the virtual event and deliver a superior experience, complete with Salesforce Event Magic.

RESULTS

LIFT executed this research, start to finish, in just 5 days.

  • 23 positive user experiences identified with +90% of panelists reporting a great user experience.
  • 28 user experience improvements identified generating 13 design optimization recommendations.
  • 22 Salesforce stakeholders from 4 departments.
  • 1 prototype evaluated with 3 distinct experiences (pre-event, during-event, post-event).

OVERVIEW

Salesforce is no longer just a CRM software company. Over the last several years, Salesforce has expanded into a wide variety of software and business intelligence tools. Beyond the SaaS offerings, Salesforce has become known worldwide for their industry events. Salesforce events are more than sales opportunities or tradeshows, they’re a complete experience. Salesforce hosts a variety of events throughout the year, culminating in Dreamforce, the largest software conference in the world.

TESTIMONIAL

“Users and analysts had a tremendously positive response to our rollout of TDX and we believe that the responsive, iterative approach [LIFT] took to the research was largely responsible for that. Thanks for your partnership!”

Katie Wornson,
Senior Manager of UX

El Paso Independent School District

Education Use Case

CHALLENGE

In response to the COVID-19 Pandemic impacting education nationwide, the El Paso Independent School District was forced to close schools and offices and rapidly migrate all operations to a virtual environment. Due to security concerns, their existing platform was unable to support their needs, requiring a 10-day rapid transition to Cisco Collaboration tools.

SOLUTION

EPISD engaged the Cisco account team to provision Webex licenses for administration, faculty, staff, and students. The Cisco team immediately brought in the LIFT team to deliver the necessary tools for EPISD to rapidly implement the Webex solution. In just 7 days, the LIFT client services team conducted stakeholder enablement and planning sessions to determine workflows and user groups; provided bi-lingual training guides, videos and communications plans to students, faculty and staff; and delivered virtual training sessions to end-users.

RESULTS

  • Webex is now the primary channel for teaching, administration, and operations
  • 56,000 Students, and 9,000 Faculty and Staff, resumed classes and operations in 10 days
  • Working remotely, teachers successfully learned to share and annotate content, allow class participation, and engage students
  • Over 30 executive and leadership staff learned to use Webex for critical educational continuity
  • 2,077 meetings hosted prior to districtwide launch
  • 37% video enablement and 2.7 participants per meeting indicates a move toward optimizing meeting effectiveness

TESTIMONIAL

“I was expecting the transition to Webex to be a very painful experience, but with the support of LIFT, the whole project was executed seamlessly.”

Alice Ramos, CIO
El Paso Independent School District

OVERVIEW

The El Paso Independent School District (EPISD) consists of 85 schools serving over 55,000 students and employing over 8,000 people. The district is an ethnically, culturally and linguistically diverse community focused on providing engaging and challenging learning; building a strong support system; and modernizing the learning environment.

University of Maryland Baltimore County

Education Use Case

CHALLENGE

In response to the Covid-19 pandemic impacting the University community, the University of Maryland Baltimore County (UMBC) needed to quickly shift over 13,000 students to virtual classrooms as well as create on-line operational services for over 8,000 employees to ensure business continuity.

SOLUTION

UMBC leveraged Cisco Collaboration Solutions to facilitate learning from home and as the primary channel for people to collaborate on University operations. The Cisco team engaged with LIFT to deliver the necessary tools for UMBC to rapidly implement and rollout the Webex solution to faculty, staff, and students.

RESULTS

  • Successful deployment of virtual classroom in 1 week
  • Faculty and Staff are utilizing Cisco collaboration tools in alignment with UMBC standards
  • 10% increase, greater user satisfaction with more stable and predictable use of collaboration tools for meetings and events
  • Increased Stability and Use of full suite to include secure mobile access
  • 25% growth in number of virtual meetings held as a result of the adoption of the tools

TESTIMONIAL

“With the help of Cisco and LIFT, UMBC has created a plan to execute the orientation advising model virtually.”

Kenneth Baron,
Assistant Vice Provost for Academic Advising and Student Success, University of Maryland, Baltimore Campus

OVERVIEW

The University of Maryland Baltimore County (UMBC) is a public research university. Established as a part of the University of Maryland System in 1966, the university became the first public college or university in Maryland to be inclusive of all races. UMBC has the fourth highest enrollment of the University System of Maryland with 13, 600 students enrolled during the 2019 school year. The university is divided into three colleges, three schools, as well as its graduate school.

Nation’s Largest Utility

Public Sector

CHALLENGE

The COVID-19 crisis forced social distancing and remote access procedures into the public meeting process for the nation’s largest municipally-owned utility. The utility needed to quickly provide a seamless transformation from in-person meetings to a digital, virtual board meeting while retaining a secure environment, procedural compliance, and the traditional experience.

SOLUTION

The utility contacted LIFT to help run 12 meetings while simultaneously transitioning all roles and processes to utility personnel. In parallel, LIFT provided secure virtual worker improvements so that gains were made in both efficiency and effectiveness.

RESULTS

LIFT successfully ran the Commissioners Board Meeting under emergency conditions with just two days’ notice. LIFT provided:

  • A secure meeting environment
  • Procedural adherence
  • Improved government and private contractor employee satisfaction a
  • COVID-19 safety compliance

TESTIMONIAL

“LIFT has been a great partner in showing us how to ensure we understand how to use our Cisco technology for maximum business value.”

Utility CIO

OVERVIEW

The customer is the nation’s largest municipally-owned utility employing over 9,000 people and providing water and power to over 4 million residents and businesses for more than a century. The utility is governed by a five-member Board of Commissioners who meet bi-monthly in a highly procedural, public forum.

Portland Public Schools

Education Use Case

CHALLENGE

The COVID-19 crisis forced social distancing and remote access procedures into the Portland Public Schools (PPS) Board of Education meeting process. The school system needed to quickly migrate to a virtual environment while still offing offering organized public comment and streaming to its constituents in real-time.

SOLUTION

LIFT helped the technical staff and board at PPS define meeting elements, design a workflow, and assign roles to manage those elements. This approach maximized the WebEx meeting and events platform and ensure that PPS was able to conduct their board meetings without disruption.

RESULTS

LIFT provided documentation and trained executive staff, board members, technical staff, and participants on how to conduct virtual meetings that met the needs and protocols of live meetings to:

  • Provide a secure meeting environment
  • Ensure a seamless user experience for board members and audience
  • Maintain community engagement standards
  • Comply with COVID-19 safety standards

TESTIMONIAL

“Thank you so much LIFT for all the work you did to help us pull this off.”

Don Wolff, CTO
Portland Public Schools

OVERVIEW

Portland Public Schools, founded in 1851, is a K-12 urban school district in Portland, Oregon. With more than 49,000 students in 81 schools, it is one of the largest school districts in the Pacific Northwest.