Harmonizing support services across the Santé Québec network
Since December 1, 2024, Santé Québec has been the single employer of some 330,000 public network employees — a reform on a scale unseen since the CISSS and CIUSSS were created in 2015. For IT departments, the consequence is immediate: harmonizing tools, processes and ways of working that were built institution by institution.
This guide brings together the advice and field experience of the Quebec healthcare institutions that have succeeded in this transformation. Octopus has supported the network for more than 15 years and is used today by over 80% of institutions in at least one of their departments.
A guide for IT departments, technical services and biomedical engineering teams that need to converge their support services without disrupting operations.
This guide follows the path taken by the institutions that succeeded in their convergence: simplify, centralize, then shift the working culture.
The three simplification priorities
Administrative simplification, clinical-administrative processes and support processes: the guide details where the fastest gains are, and why digitizing inter-department requests improves productivity and traceability in equal measure.
The key success factors of a convergence project
Define the scope of each sub-project, build multi-stakeholder teams drawn from several sites, take on the challenge of data migration and data quality, and rationalize how the support services themselves operate — not just the tool that carries them.
The shared services centre as an accelerator
Extend service management to every support department — IT, technical services, biomedical engineering, HR — under a single portal. The guide shows how to start with the simplest processes to secure tangible benefits quickly, and why going digital is first and foremost a culture change.
Octopus
Octopus ITSM Team
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