Customer Service Initiative Benchmarking Study

New York City’s Health and Hospitals Corporation (HHC) is a public benefit corporation created by the New York Legislature in 1970. The HHC operates facilities in all five boroughs of New York City, providing general, ambulatory, emergency and long-term care. The Capstone team was responsible for benchmarking and researching best practices in customer service within and outside of the healthcare arena and reporting their findings to the Customer Service Initiative (CSI) executive steering committee. The Capstone team created a Balanced Scorecard to identify Key Result Areas and quantify Key Performance Indicators in customer service.