Mercy Health Outsources 24/7 Critical Systems Monitoring to Strengthen Digital Infrastructure
Mercy Health has outsourced round-the-clock monitoring of its clinical integration systems as part of a broader digital modernization strategy aimed at improving system reliability, incident response, and real-time data flow across its healthcare services.
The organization has contracted Melbourne-based IT specialist Data Agility to provide 24/7 managed monitoring and support for its clinical integration environment. The managed service includes continuous monitoring, proactive incident resolution, escalation management, routine maintenance, and performance reporting.
Why the Move Matters
Mercy Health operates a large healthcare network, including hospitals, community services, and 30 residential aged care facilities, employing around 10,000 staff. As its clinical integration environment became more complex and critical to operations, the organization determined that managing monitoring and incident response internally posed increasing risks.
The healthcare provider said that replicating a full-scale internal monitoring operation had become both difficult and costly. By outsourcing to a managed services provider, Mercy Health aims to ensure continuous system uptime and performance — both of which are critical for systems that support clinical workflows and patient care.
The shift from an internal, reactive monitoring model to a structured 24/7 managed service is expected to reduce downtime risks and improve system reliability across the organization.
Part of a Larger Digital Strategy
The managed services agreement is part of Mercy Health’s long-term digital transformation strategy, which focuses on building resilient digital platforms, improving interoperability, and enabling real-time data access for clinical decision-making.
According to the organization, strengthening integration infrastructure now will support future capabilities such as analytics platforms and AI-assisted clinical workflows. The move is intended to create a stable digital foundation for future innovation and system expansion.
The partnership with Data Agility builds on earlier project-based work between the two organizations and represents a transition to a long-term managed services model.
Ongoing Modernization Initiatives
Mercy Health has been modernizing its digital and operational systems over the past few years. In late 2023, the organization began migrating from a legacy recruitment system to the cloud-based platform from Workday. In 2024, it also piloted Baret, a role-based messaging platform built on Microsoft Teams, to improve internal communication and coordination.
According to Mercy Health CIO Dr. Paul Jurman, introducing specialist integration support is a key step in strengthening the organization’s digital foundation and ensuring it can support future phases of digital transformation.
The move reflects a broader trend in healthcare, where providers are increasingly outsourcing critical IT monitoring and integration services to specialized partners to ensure system reliability, support interoperability, and prepare for advanced digital healthcare capabilities.
