401: eSARF Improvement

Tallahassee Memorial Healthcare (TMH) is a nonprofit community healthcare system serving a 22-county region in North Florida and South Georgia. Its main facility, Tallahassee Memorial Hospital and multiple specialty centers, physician residency programs and partnerships provide comprehensive healthcare services. We focused on optimizing TMH’s eSARF (Service Access Request Form) process, which allows colleagues to request access to critical applications.

The process was cumbersome and inefficient, leading to frustration and delays. To address these issues, we collaborated with the Access Management Team to identify pain points and propose improvements. Using Lean Six Sigma methodologies, we analyzed process data, conducted manager interviews and developed targeted recommendations to streamline the eSARF process, reduce redundancy and improve request fulfillment efficiency. These enhancements ensure a smoother, more efficient access management system, ultimately improving operational workflow and user experience.