2023 Year-End Review

A Testament to Excellence in IT Service Management

Unwavering Commitment to Security and Efficiency

As 2023 draws to a close, it’s time to reflect on the strides we’ve made in providing unparalleled IT service, cybersecurity + support within our senior care communities. Our journey this year has been marked by significant achievements, incident management, and a steadfast commitment to the safety and efficiency of our clients.

Here’s a rundown of a few of the highlights:

IMS leading the way for onboarding/off-boarding efficiency

  • 13,118 onboardings
  • 10,672 offboardings
  • Amount of time saved by staff = 7,930 hours

Endpoint Detection & Response (EDR) Integration

  • Alarm Management: Our team expertly handled 1433 EDR Alarms, equating to approximately 120 alarms monthly.
  • Efficiency: We spent about 284 hours in total on these alarms, averaging around 12 minutes per alarm.

Email Insights

Our mail flow statistics (January to November 2023) provide an in-depth look into our robust email security measures:

  • Inbound Mail: Over 17 million good mails received, with significant edge protection measures blocking 9 million potential threats.
  • Outbound Mail: Managed and secured 3.87 million good mails, with vigilant edge protection and spam filtering.
  • Phishing and Malware: Vigilant identification of thousands of phishing emails and malware, ensuring the integrity of our clients’ communication channels.

Strategic Security Enhancements

  • EDR Advancements: Transitioning our antivirus solutions a more advanced EDR marked a significant step in employing AI and machine learning in our security practices.
  • SIEM Advancements: Our move to a new SIEM tool has enabled us to leverage machine learning in monitoring and event management more effectively.

Escalation in Cyber Incidents

Healthcare cyber incidents have had a substantial 104% increase from the previous year.

  • Healthcare Cyber Incidents: A substantial 104% increase from the previous year.
  • Incident Response Growth: Our Incident Response activities saw a 67% increase, with 81% of these incidents being phishing-related.

Service Desk Excellence

  • Service Desk Tickets: Successfully managed 112,321 tickets.
  • Call Management: Our team answered 121,975 calls with an average handle time of 8:12 minutes.
  • First Contact Resolution: Achieved an impressive 81.67% first contact resolution rate, underscoring our efficiency and effectiveness.

Conclusion: Leading with Expertise and Compassion

This year has been a testament to our dedication to providing top-tier IT services, especially in the demanding arena of senior living and skilled nursing. Our blend of technical expertise, innovative security practices, and deep understanding of the unique challenges faced by our clients has solidified our position as industry leaders. As we move into 2024, we remain committed to enhancing our services, ensuring the safety and well-being of those we serve, and continuing to support our clients in delivering exceptional care.

Highlights from this year’s events!

Remember: In a world where technology and threats evolve rapidly, choosing a partner who understands your needs and stays ahead of the curve isn’t just a choice – it’s a necessity. At vcpi, we’re not just your service provider; we’re your partner in navigating the complex landscape of IT management and security.

Looking to enhance your community’s efficiency or cyber security? Contact us HERE for a discovery call and FREE RISK ASSESSMENT. You care for your residents, we care for your IT.