Mercy Health taps Data Agility for 24/7 digital support

Mercy Health has signed a managed services agreement with Melbourne-based Data Agility for round-the-clock support of its clinical integration environment as it continues to modernise its digital infrastructure.

The arrangement provides 24/7 support for systems that move information between applications used across Mercy Health's services. The work will focus on improving reliability and performance for the digital systems clinicians use.

Under the agreement, Data Agility will provide continuous monitoring, proactive incident resolution, escalation management, routine maintenance, and performance reporting across the clinical integration environment.

Clinical integration platforms sit behind many hospital workflows, connecting electronic medical records, laboratory and imaging systems, admissions and discharge tools, and other operational platforms. This integration layer can affect how quickly information is shared and how consistently applications remain available.

The managed services model is intended to reduce downtime for applications clinicians rely on by supporting real-time information flow across Mercy Health's health services.

Digital strategy

The engagement forms part of Mercy Health's broader digital agenda, including investment in infrastructure and platforms designed to remain stable as the organisation introduces further changes.

Dr Paul Jurman, Chief Information Officer at Mercy Health, described the agreement as a milestone in that program.

"By introducing specialist integration support now, we're on target to meet our priorities to strengthen the digital foundations required for later phases of transformation," said Dr Paul Jurman, Chief Information Officer, Mercy Health.

The agreement builds on earlier project work between Mercy Health and Data Agility and has now moved to an ongoing managed services arrangement.

Data Agility pointed to its experience providing integration support for large organisations in Victoria's healthcare sector, particularly in environments where availability and performance influence clinical workflows and access to information.

Service coverage

In managed services contracts, healthcare providers typically seek predictable operational coverage and defined incident-handling processes. Continuous monitoring and escalation pathways help identify issues early and support structured responses when problems affect connected systems.

Data Agility will provide performance reporting as part of the service. Such reporting is typically used to track availability, incident patterns, and response times, and can inform maintenance and the prioritisation of improvement work.

John Neville, Managing Director at Data Agility, said the relationship is expected to evolve over time.

"Our team has a long track record when it comes to providing assurance for major health providers. Our partners know their most essential systems are in safe hands. We're delighted that our earlier project‐based work with Mercy Health has progressed to a managed services arrangement, and we look forward to evolving our services in line with its strategic roadmap," said Neville.

Mercy Health operates across acute and subacute hospital care, aged care, mental health programmes, maternity and specialist women's health services, early parenting services, home care services, and health worker training and development. It has about 10,000 people.

The managed services agreement begins this year and will centre on the systems that connect clinical applications and underpin information exchange across Mercy Health's services.