IT Service Transformation Survey Results are In
At Houston Methodist, our commitment to unparalleled service extends beyond patient care — it’s also about ensuring that every employee has the tools, support and technology needed to excel. Over the last two years, IT has been on a journey to elevate how you request, and we deliver, support across the system.
Your input has been essential to that journey. At the end of last year, we sent out the IT Service Transformation (ITST) Survey to collect more feedback from you and get a clearer picture of what’s working and where we need to improve. Thank you to those who completed the survey.
“This survey is a reminder that our best path forward is shaped by the people we serve every day,” said Carlos de Carlos, senior director of service operations. “We’re grateful for the thoughtfulness and candor employees brought to their responses.”
Our Transformation Journey to Date
More than two years ago, we asked you to share your thoughts and concerns about our services. This led to the first step in our service transformation, the introduction of our AskI.T. walk-up support stations. First opened at HMCL, support stations are now available at every system hospital, available between 8-11 a.m. and noon – 4 p.m. Monday through Friday to help you. For a list of AskI.T. support station locations, click here.
At the same time, more technical support team members were brought onsite, providing advanced technical resources, covering a broad range of applications and IT needs. Over time, we’ve also added principal service analysts and nurse/clinical informaticists at all hospitals to support you.
A few months later, a new online tool for submitting your IT issues and requests — the IT Support website — powered by ServiceNow launched. With this new website, you can:
- Browse our IT Service Catalog (Request Something).
- Report if something isn’t working as designed (It’s Broken).
- Use self-help articles on general IT topics, (Find Answers).
- Share suggestions for applications or improvements (Submit an Idea).
Buttons were also added to Epic, so you can get IT support and submit or track your tickets, without leaving Epic and disrupting your workflow. You can also easily access our IT support tools on The HUB or our AskI.T. mobile app, for help when you’re on the go.
What We Heard
While our most recent survey results included a blend of positive trends, you also shared some concerns. Many of you shared appreciation for improvements in system reliability, responsiveness and front‑line support. Our walk‑up stations, mobile assistance and the professionalism of IT team members stood out as bright spots, alongside new tools and initiatives intended to streamline your experience.
The survey also uncovered a clear message that submitting IT issues and requests and getting updates on the progress should be easier and more transparent. You want fewer steps, clearer routing and an easier way to get help when something isn’t working.
You also want better visibility into ticket status — knowing who is working on an issue, what’s happening next and when to expect updates.
Your Feedback Fuels Our Action Plan
The IT Service Transformation journey is a long‑term commitment, one that requires partnership, transparency and a willingness to adapt. Your voice is essential to that process. If you participated in the survey, thank you. If you didn’t, we hope you’ll join the conversation next time. Your feedback truly makes a difference.
This survey is not our finish line, it’s a roadmap. Your insights are already guiding our next steps in designing a systemwide action plan.
“We’re taking every concern seriously and reviewing each theme with intention,” said Eileen McGrath, director, IT communications and support services. “The action plan we’re building is not just about fixing issues — it’s about designing an experience worthy of HM’s standards.”
We’ll share updates on our action plan as information becomes available. Once again, thank you for your feedback and partnership. Our goal is simple: make IT work better for you, so you can focus on what matters most — our patients.