Healthcare workers deal with all kinds of systems and data in their work. It is essential that these systems always function properly so that patients and clients can receive the right care. For a healthcare group like De Opbouw, it is therefore important to have its IT in order and to be able to rely on its systems. To support healthcare workers as effectively as possible, De Opbouw has partnered with Strict and KPN to replace its IT infrastructure and implement a new, modern workplace. As a result, De Opbouw can now rely on a secure and reliable infrastructure with a modern workspace, enabling employees to work from anywhere.
Healthcare organizations handle large amounts of privacy-sensitive data about their clients on a daily basis. This data is essential for providing the right care: for example, healthcare providers must have information about illnesses and medications at their fingertips when treating or caring for a patient. Zorggroep De Opbouw—comprising the elderly care organization Silverein and the disability care organizations Zideris and Prinsenstichting—also faces this challenge. To handle sensitive client information with care, De Opbouw needed to modernize its outdated IT systems and introduce a new, modern workplace telephony infrastructure.
Four years ago, Hans van Heertum was appointed I&A manager at De Opbouw with the goal of replacing the outdated legacy infrastructure and further professionalizing the I&A department. Hans: “When my mother was diagnosed with ALS and had to move to a care facility, I saw firsthand just how far behind the healthcare sector was in terms of IT and innovation. That was what motivated me to make the switch from the commercial world to the healthcare sector.” That transition was a major one for van Heertum: “It was as if everything related to IT was 15 years behind, which meant the quality lagged far behind what had long been possible. It’s quite understandable, though, in an environment where care always comes first. Still, I found it strange that the business world has organised it so much better, while here, people’s lives are at stake.”
The challenges lay in the complex and outdated IT systems, which were managed in-house using a dedicated data center. IT support was only available during business hours, even though healthcare operates 24/7. Equipment procurement and management were fragmented, there was a lack of oversight, and many locations had their own networks. In short: there was insufficient oversight, and security was not properly addressed. As a result, De Opbouw faced security and privacy risks, high costs, complex management, and a lack of visibility.
Initially, van Heertum was tasked with replacing the telephone systems, but he managed to convince the Board of Directors that a complete IT overhaul was necessary to continue providing care. Consequently, the project addressed not only the telephone systems but the entire technological infrastructure, including a new modern workplace, SD-WAN, and SD-LAN.
Business Continuity Is Essential in Healthcare
Strict was asked to provide full project management, with KPN as the supplier. Strict has extensive experience with digital transformations, business continuity, and program management at organisations in vital sectors, where the impact of an IT outage is enormous. They also have a strong track record in connectivity. This experience aligned well with the knowledge and expertise needed to modernise the workstations and IT infrastructure at De Opbouw. “I was looking for a company with the right expertise who was willing to work with us as a partner. There are many companies that can provide the technology, but what sets Strict apart is their willingness to think along with us, their openness to alternative solutions, and the sense of responsibility they feel for the outcome. Together with KPN, they were truly committed to finding a solution no matter what, which is why the project was a success,” said van Heertum.
Erik Ligthart, Program Manager at Strict, took on the program management role alongside a multidisciplinary team from Strict: “It was an ambitious project that required the convergence of many areas of expertise. Healthcare operates 24/7, so systems can’t just go down in the middle of things. A successful migration in healthcare therefore requires knowledge of continuity and connectivity, as well as knowledge of healthcare processes and adoption.”
The process began with an assessment of the workplace and the development of a requirements specification. Strict also guided the comparison of various potential suppliers and the eventual selection of KPN.
The project was challenging, to say the least. In addition to the complexity of replacing outdated IT - which must remain operational 24/7 - the project also spanned more than 70 locations across the country, serving diverse target groups. Furthermore, multiple projects had to be carried out simultaneously because they all influenced one another. “It wasn’t just about replacing old IT, but also about streamlining the infrastructure at each location, seamlessly migrating data from shared servers to MS Teams, and gaining a clear overview of all IT resources. For example, we came across phone numbers whose users were unknown,” Ligthart notes.
“It really was a case of rolling up our sleeves, but we managed to pull it off together,” says Ligthart. Van Heertum adds: “There was mutual trust. We all approached it with the same mindset: ‘We’re going to solve this, because the healthcare sector needs it.’ It required flexibility from everyone, but that’s how we were able to complete the project twice as fast as if we’d done everything by the book.” Ligthart adds: “We were all willing to go the extra mile to solve this together, even if that sometimes called for a unique solution. For example, we made it a standard practice to meet in person one day a week at KPN in Amersfoort, so we had a single location to coordinate. That allowed us to quickly align our efforts and make adjustments where necessary.”
The result is a secure infrastructure that’s also much more reliable. Ligthart: “It’s not a question of if hackers will target your data, but when.” Recent hacking incidents show just how disruptive it is for everyone involved when sensitive client information is exposed. “You always want to prevent that. Some measures, like 2FA, haven’t become any more user-friendly - healthcare workers find them more cumbersome. Still, they’re essential for keeping the system secure.”
That said, there are other benefits for healthcare workers: “We’ve moved from quicksand to a sandy plain, where the foundation is solid. This allows us to build a new house with all the technology and innovations that will help the healthcare sector operate more efficiently and safely,” says van Heertum. “For example, we’re currently working on using cell phones or tablets as the new ‘laptop,’ so that staff can access the right data much more easily.” An additional benefit for De Opbouw is that they now have an environment that is managed 24/7, saving on management and maintenance costs, with full control over what is running where. “It helps us deliver quality and ensure safety.”
The updated infrastructure ensures that De Opbouw has much better insight into what is running where and which systems communicate with each other. To this end, the Strict team mapped out which critical applications are running within De Opbouw and what connections exist between these applications. Thanks to the upgrade, there is now also room for next steps that can further improve care. “We can now really help the healthcare sector,” says van Heertum.
For example, they are exploring developments in healthcare automation. Systems such as the current care and personal alarm systems are outdated. Because De Opbouw now has greater control, they can more easily replace these systems and integrate them with the appropriate systems. Strict will remain involved as a partner in these IT developments within De Opbouw. “The relationship between De Opbouw and Strict will continue for years to come. This is a long-term investment, in which mutual trust will allow us to do even more for the healthcare sector,” concludes Hans van Heertum.