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CTG Partial IT Outsourcing Comments
Subject Expert
Commentary Summary
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User Commentary
CIO
Project Results
In the years that we were supported by CTG, they did a good job. They did things as scheduled, and...
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Director
People and Knowledge
The issue wasn't that CTG nickel-and-dimed. The issue was more that when the workload changed, we...
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Director
Relationship
We had regular meetings with CTG where the executives were involved. When we had to escalate some...
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CIO
Relationship
CTG is primarily providing support for our legacy applications. I would not say the vendor exceeds...
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CIO
Relationship
CTG’s follow-through has been really good. The vendor really delivers on what they say they will,...
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CIO
Relationship
CTG is very fair. The vendor listens to our needs, and they really pay attention and reiterate good...
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CIO
Other Observations
We have had a couple of changes. In the beginning, CTG would have had the highest rating on...
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Director
People and Knowledge
The people from CTG who are managing the project and reassessing the consultants are very engaged. I...
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Director
Tools and Methodology
CTG has proposed things that we could or should be doing. They have suggested a few strategic...
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Director
Relationship
We have regular reviews with the executives from CTG. They are visible and present. However, I...
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Director
Relationship
CTG works with us, is incredibly flexible, and does not nickel-and-dime us. Their priority is...
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Director
People and Knowledge
CTG is a zero-tolerance vendor. In my mind, it is important to have two key things from an employee:...
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Director
Other Observations
I feel very confident and comfortable about CTG’s ability to provide support services in situations...
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Director
People and Knowledge
I am very satisfied with CTG, the people they brought on board, and everything they did for us. They...
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Director
People and Knowledge
The executive implementation director can make or break the implementation, and that role is key....
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Director
Relationship
CTG has been an excellent partner. They understand the business, and they don't nickel-and-dime....
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Director
Project Results
CTG is an ask-and-do kind of vendor. They don't drive things as much as they try to be the recipient...
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Director
Relationship
The leadership of CTG continually reaches out to us, either to myself or to the manager working with...
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Director
People and Knowledge
The few times I have personally escalated something, CTG has been responsive and has addressed the...
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Director
Tools and Methodology
We struggled a bit with the contracting around one of the CTG resources, but we ended up where we...
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Director
People and Knowledge
We did an RFP, and at the time, CTG seemed to be the most knowledgeable of the vendors we...
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VP/Other Executive
Tools and Methodology
CTG definitely distinguishes themselves in the market with their remote, outsourced support. We are...
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VP/Other Executive
ROI and Cost
CTG's charges were very reasonable. We had a fixed-hour arrangement with them, and that was managed...
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VP/Other Executive
Project Results
CTG is the best at driving tangible outcomes. We get regular status reports that have concrete...
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VP/Other Executive
ROI and Cost
I would buy CTG's service again. They have definitely exceeded my expectations, and I am comfortable...
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Director
Relationship
We are using CTG to supplement support. They act as an extension of our support arm. They even do...
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VP/Other Executive
Relationship
CTG has certainly met my expectations. If our operational leaders weren't happy with the service...
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Manager
People and Knowledge
CTG was thrown into the middle of a hurricane and expected to clean everything up, and it was really...
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Manager
Relationship
CTG took time to build bridges between our team and their team, and that wasn’t always easy. We had...
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Manager
Project Results
CTG delivered. They did a great job making sure that the information and support were there when...
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Director
ROI and Cost
We are definitely receiving our money’s worth from CTG. We have gone back and adjusted the work that...
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Director
Relationship
We meet with CTG regularly. I get monthly reports from them in terms of what they have done for us....
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Director
Relationship
CTG has been working with us for quite a while and has been very good to work with. We have gotten a...
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Director
Tools and Methodology
With any issues we have had, CTG has been Johnny-on-the-spot. They have taken care of any issues,...
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VP/Other Executive
Relationship
I get reports from our account manager every week, and I talk with the manager almost every week. I...
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VP/Other Executive
Tools and Methodology
CTG excels compared to a lot of the other vendors we interact with for staffing needs. They have a...
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VP/Other Executive
Tools and Methodology
CTG is always able to get the right resources for the area we need. They always seem knowledgeable...
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VP/Other Executive
People and Knowledge
I don’t ever feel nickel-and-dimed by CTG. As part of the service, they always assign a manager over...
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VP/Other Executive
Tools and Methodology
I have never had complaints about CTG. When individuals struggle or have issues come up, CTG is...
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VP/Other Executive
Tools and Methodology
The nature of CTG’s work isn’t really deliverable work. Instead, they established some upfront...
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VP/Other Executive
Lessons Learned
From time to time, we have used one-off resources with other firms for backfills or when we just...
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VP/Other Executive
Project Results
We would definitely engage CTG again if we found ourselves in the same situation. They definitely...
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VP/Other Executive
Win/Loss - Why they were selected (by current clients)
We have trouble attracting talent in IT. So we went with CTG to compensate. Sometimes people call...
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VP/Other Executive
Project Results
Our rate of first-call resolutions is 90%; that far exceeds my expectations.
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VP/Other Executive
Relationship
In terms of being a partner and understanding how we want to change and save money, CTG far exceeds...
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VP/Other Executive
Future Outlook
For sure, we will maintain the help desk. However, we are looking to expand to AMS because we have...
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CIO
Project Results
We expected that CTG would solve any support incidents in accordance with the SLAs. That generally...
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CIO
Tools and Methodology
I really appreciated the flexibility that CTG offered. They were willing to pick up additional uses,...
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CIO
People and Knowledge
CTG has knowledgeable staff members, but their people vary. Our account representative is very...
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CIO
Project Results
CTG brings exactly what we need to the table. They offer consistency, structure, and standardization...
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Manager
Project Results
CTG has been excellent since the beginning. They are good. We are using CTG now, and we have used...
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Manager
Future Outlook
We are going to move away from CTG to another firm that we have been working with. This will be a...
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Manager
Project Results
CTG is marvelous. They have done a wonderful job of supporting the patient portal, and they are on...
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Manager
Relationship
The people on CTG's management team are good, and they are on top of things. They really show us...
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Manager
Other Observations
All the CTG analysts work remotely, but they don't have a call center to support, so it is fine that...
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Manager
Project Results
CTG has their head in the right place. They are doing what we are paying them to do, and they are...
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Manager
Project Results
CTG has easy calls because they are navigation calls, but that fact aside, they resolve 99% of...
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Manager
Project Results
We decided not to send out surveys to measure patient satisfaction. There are some general surveys...
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VP/Other Executive
Project Results
CTG was doing some backfill and different engagements. They were really good. We gave them all of...
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VP/Other Executive
Project Results
Finding the correct resources from CTG was challenging, but it would have been just as challenging...
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VP/Other Executive
People and Knowledge
I like CTG’s responsiveness. If I need someone to come do something, they can usually get me an...
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VP/Other Executive
Project Results
CTG helps our business keep running and keep the lights on. They have done a very good job at that....
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VP/Other Executive
Lessons Learned
CTG’s only downside is that their people did not escalate some things quickly enough during the...
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VP/Other Executive
Tools and Methodology
CTG is very transparent. They are accountable when things go right or wrong. They partnered well...
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CIO
Project Results
CTG met our expectations for achieving our outcomes. They did very well. CTG is reasonable, and that...
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CIO
People and Knowledge
CTG brought us a good skill set. They put in their best efforts to remediate issues.
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CIO
People and Knowledge
CTG doesn't always bring their best people, but that is an issue with any consulting firm. We had to...
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Director
Other Observations
With the clinical service desk, our goals are different. We want CTG to be our go-to people for our...
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Director
Project Results
CTG was taking some phone calls that they probably shouldn't have been taking, such as calls dealing...
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Director
Tools and Methodology
At one point, we were having quarterly reviews with CTG, but they quit doing that. So we had to get...
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Director
Tools and Methodology
CTG was more proactive in the beginning. That is okay, but we are paying them a lot of money, so it...
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Director
ROI and Cost
CTG was proactive on the cost. When we reduced people, CTG reduced the cost. And they were checking...
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Manager
Project Results
We have worked with CTG in the past, and we like working with them in general. We don't do things...
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Manager
People and Knowledge
Our account representative from CTG does a very good job of staying engaged with us, of providing...
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Manager
People and Knowledge
I wish CTG would enhance their selection of people. We have had issues of people calling in sick and...
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Manager
Relationship
The communication was what I appreciated the most about CTG. They were very engaged and proactive...
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Manager
People and Knowledge
The consultant was actually beyond the scope with our requirements. And the consultant had...
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Manager
People and Knowledge
There were a few issues that required a tremendous amount of work. The consultant came up with some...
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VP/Other Executive
People and Knowledge
CTG has done an excellent job. We worked with them in the past, and we wanted to use them for...
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VP/Other Executive
Project Results
CTG is meeting our contracted time frames. We measure that in the ticketing-support system built...
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VP/Other Executive
People and Knowledge
Our manager from CTG does a really good job at making sure we get the expertise we need. We always...
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VP/Other Executive
Project Results
CTG's leadership is very active and engaged. I hear from our manager at least once a week, but we...
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VP/Other Executive
Project Results
It has been really great working with CTG. We have supplemented our staff from other companies, and...
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VP/Other Executive
ROI and Cost
Our representative manages the charges really well, and CTG doesn't nickel-and-dime us. The charges...
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VP/Other Executive
Project Results
CTG follows up really well on the requests we make. If something is not working correctly, they...
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