Client: Employers Health

Project: PBX/ACD Performance Analysis

Description: Prepared the technical foundation so Employers Health Insurance could challenge the substandard performance of a recently purchased PBX/ACD. The analysis included determining key call center performance parameters and demonstrating these to be far below industry standards for this type of equipment.

Client: Tufts Associated Health Plans

Project: TAHP IT and Networking Reengineering

Description: Developed the data communications strategic plan and identified the strategic communications and data processing hardware, software, and management issues so TAHP's MIS department could reengineer its operations. This was an early implementation of the use of Ethernet LAN technology in the health care industry and greatly reduced paper flow and improved employee efficiency.