[CUSTOMER SPOTLIGHT] – Universal Health Services, Inc.

August 10, 2017 by

Company Overview

Universal Health Services, Inc. is one of the largest and most respected hospital management companies in the United States. Founded in 1978 the company operates through its subsidiaries more than 350 acute care hospitals, behavioral health facilities and ambulatory centers in the US, Puerto Rico, the US Virgin Islands and the United Kingdom. More than 81,000 dedicated and talented employees treat more than 2.5 million people each year in this Fortune 500 Company. In this interview, Michelle Boyes, Project Manager, explains how the PMO team is using BrightWork to deliver and manage multiple projects.


What is your experience of Project Management at Universal Health Services, Inc (UHS)?

I have been a Project Manager with UHS for 8 years and I currently sit on the Project Management Office (PMO) team which falls under the corporate Information Services (IS) umbrella.

Michelle Boyes, Project Manager at UHS


The PMO Team is a busy one:

  • 9 team members
  • Supporting 3 divisions of IS employees, 330+ employees:
    1. Behavioral Health
    2. Acute
    3. Enterprise teams
  •  Overseeing an average of 150+ active projects at any one time.



We use BrightWork for project portfolio management and have been doing so for 7+ years.

The PMO team typically act as project management advisors and provide support for projects across the groups; however, from time to time, our team steps in as the project manager for the more complicated, highly visible projects. Our requirements for project management across the corporation are still very light;  however, each year the PMO team adds more requirements. Right now for each project we require:

  • A project charter within 30 days
  • A weekly project status
  • That key milestones are part of the project plan
  • That dates are being updated.


How do you help prepare new Project Managers?

Project Management training is very important at UHS. There are many online training resources as well as in-person classes that employees are required to complete. For example, the Project Management 101 training class runs for a half-day and is a required part of induction for all new IS employees. If an IS employee is going to be leading projects they are also required to attend a Project Management 102 training class which is a day and a half. These classes are very hands-on with lots of interaction and co-learning. As their responsibilities increase on projects, many employees return for a refresher.


What is the coolest thing you have done with BrightWork?

We’ve done lots of things with BrightWork but there is one thing that stands out – SQL reporting using SQL Server Reporting Services (SSRS).  I wish we had found the solution earlier in our journey as it took us a little while to get set up and going, but once we got it running, we never had to look back.


Why did you start using SQL Reporting?

We had some issues with latency when running reports in BrightWork as sometimes we have 200+ active projects we need to get information on. We also have a ticketing system and we needed to be able to combine the information from both systems to create visibility for resource managers. SQL Reporting allowed us to get the information quickly from both sources, and to format and print it in a more customizable way. With SQL Reporting we can filter by the person that is logged in, schedule report delivery, add hyperlinks and conditional formatting, e.g. late items can be in red.

Here are some report examples:

1. My Work Report


2. My Spotlight Projects Report

This weekly report gives the individual a snapshot of everything they are project-lead on. It can show top-level information like project health, links to the project e.g. the status page for the project, status date information.



3. Team Portfolio Review Report

We’ve been building a lot of reports to help our teams and team managers understand their workloads. Some of the project work is located in BrightWork and some is located in the separate ticketing system. We have created a way to now pull information from both sources into one report. The information in the report is interactive allowing you to drill into some information e.g. team scoring, milestones.



What’s next for your team?

We are in the process of rolling out Team Dashboards using the SQL Reporting functionality. These dashboards will vary per team and can include a combination of the following:

  1. A Project Timeline showing all active projects assigned to the team.
  2. The ability to drill into Spotlight Projects which are the larger team projects and Work Items.
  3. Insight into the smaller team projects, under 100 hours, which are mainly managed using the Projects and Work Tracker template.
  4. Neat graphics displaying Open Work Items e.g. incidents or tickets and tasks or project work.
  5. Resource Management showing planned work per individual.


Example of Team Dashboard Elements:








Geraldine O'Reilly

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