IBA obtained the ISO 20000 certification as the first academic institution in the Czech Republic
ISO 20000 Certificate
The Institute of Biostatistics and Analyses at the Masaryk University has been a long-time and reliable partner for numerous clients from health care and pharmaceutical industry, particularly as the provider of technological solutions of clinical registries and data analyses. Since September 2008, the quality of these services has been guaranteed by the ISO 20000 certification - the first worldwide standard which applies to the quality of services in information technology (IT). This certification is aimed to increase efficiency of IT processes and to reduce related costs, as well as to enhance the quality of services provided to the clients.
„We are the first academic institution in the Czech Republic to obtain this certification,“ commented Dr Ladislav Dusek, IBA director. „This certification guarantees to our clients and users a high level of service which will be provided to them from the stage of project design, to the technological solution, as well as support service over the whole period of project duration.“
IBA is currently involved in the design and maintenance of dozens of clinical registries - electronic databases of patients who suffer from a certain disease or undergo a specific type of treatment. ISO 20000 requires all aspects of this process to be highly effective: availability of services, data safety, and communication with clients as well as registry users. „We have always paid a considerable attention to all of these aspects; and now, having obtained the certification, we must not only keep the current level of services, but even enhance it further,“ said Mr Petr Brabec, Head of the IBA´s Division of Information and Communication Technologies. „Our users are guaranteed to have access to on-line available services with a minimum default rate; appropriate measures are applied to ensure both physical security and network security, and data are processed in compliance with valid rules and legislation. Our clients are also guaranteed to get an immediate help if they encounter any technological problems. All these procedures are constantly monitored and regularly assessed, and we take appropriate measures in order to avoid possible imperfections in the future.“
ISO 20000 is based on the ITIL methodology (IT Infrastructure Library), which is currently the most widely used concept of IT services worldwide. It clearly defines service levels between the provider and the client, and deals with subsequent monitoring and improvements of these services. A more effective user support - the so-called help desk - might be one of the changes to be noticed by our clients. „Our staff is available non-stop from 8 am to 4 pm, no matter if you prefer the phone or e-mail. We keep a record on each issue that is referred by our clients; in the e-mail communication, we make sure that our reaction is as quick as possible. In any case, we make a big effort to let the user know that we are dealing with his problem; and to resolve the problem as quickly as possible, of course,“ added Mr Brabec.
Feedback Form
© IBA 2009 | feedback | valid XHTML 1.0 Strict | e-mail: