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Business Transformation Services: SERV’s heroes behind the scenes

March 16, 2020: That’s when it all started.

With the global pandemic forcing the closure of many facilities, SERV’s Business Transformation Services (BTS) team sprang into action.

First, they focused on facilitating work from home and other corporate pandemic measures. This included a massive build and rollout of laptops, as well as an expansion of VPN technology use and instructional activities.

They were also tasked with reviewing and revising security priorities. Unfortunately, hackers love a crisis. So, the BTS team prepared to secure and privatize SERV’s new work environments in the face of threats.

Adjusting to the new normal wasn’t easy. But SERV’s heroes behind the scenes worked tirelessly to ensure the transition went as smooth as possible.

“We were instantly challenged after doing a COVID-19 impact analysis,” said Bob Donahue, Senior VP of BTS. “To keep pace with the pandemic, we accelerated our decision-making framework while maintaining alignment to our immediate corporate priorities and long-term goals.”

According to Donahue, the BTS team needed a “course correction,” which called for a resequencing of project plans and tasks without disrupting SERV’s frontline workers.

The correction involved working with vendors and project teams to establish new, innovative plans that shifted the workload toward more technical aspects that could be handled by the BTS team and non-direct caregivers.

“We were asking employees for an extraordinary effort in this time of crisis,” Donahue said, “and they delivered.”

SERV’s BTS team consists of Mark Bensel, Senior Systems Application Analyst; John Mellon, Senior Network Engineer; Yaqoob Yousafzai, Senior Desktop Engineer; Mike Keating, Desktop Support and Helpdesk Engineer; and Stacey Padovano, IT Project Coordinator.

Right now, the team is working on several major business platform projects. Among them are a new phone system (8x8), a new requisitioning and accounts payable platform (SAP Concur), a migration to Quickbooks online and Raisers Edge/Blackbaud Fundraiser Software, and an implementation and buildout for Project Management Office and Netsmart Telehealth services.

The team also remains focused on cyber security and plans to offer security awareness training for staff in the coming weeks.