Buying Technology

     EMS is constantly getting more complex. The backs of most ambulances now look like the insides of NASA space capsules, with more electronic gizmos, buzzers and tracking devices than a James Bond car. EMS personnel must continually be trained and retrained to keep up with changing technologies that shape patient outcomes.

     Among all these changes, EMS managers must decide what technologies are useful and affordable for their operations. Just because there's a cool new way of doing things doesn't mean it's always right for every agency. So how do you know what's right for you and how to go about choosing new products?

     Most EMS administrators do not have specified processes for purchasing new technologies. Many rely on sales personnel as primary sources of information. And while sales staff can be wonderful resources, we all know they have their own mission: to sell their product. Other resources for information on new technologies are conferences, magazines and word of mouth. These are all good sources for initial information, but realize that when you initially hear about a new product or technology, you do not have the whole story.

     What should drive your desire to purchase technology is real need. The place to start is with your strategic plan. If you don't have one, get one. Sit down and develop short- and long-term plans for your agency. All of your technology purchases should be directly tied to specific goals that move these plans forward. Remember, plans must be updated as you go, and you can always add or delete things as you better identify needs. Real needs are easier to justify and reflect in funding requests that make sense to administrators. You're not just buying products that make you look cool; you're buying products that meet a real need among the population you serve.

     Once you've identified a real need in your agency and a potential technology to meet it, step back and look at your agency's processes and policies. Technologies can create new challenges. Be prepared for new issues that will arise with new ways of doing business. Try to determine where changes will occur in your operation and how you will approach them. Changes to process and how end users apply their craft are always difficult, even when the benefit is clear. Look past the short term at long-term implications. Is this a technology that will grow with your organization, and do you have the personnel to maintain it with the correct expertise? Will it improve efficiencies or save money? You'll need to clearly understand how a new product or system will affect your organization, and if its purchase will provide the real, tangible results you're looking for.

     The following 10-step process provides a useful template to follow when purchasing new technologies.

     After consulting your strategic plan, clearly identify what your problem is. Define the issue, making sure you understand all its aspects. Know who is affected, what you think needs to happen to improve the situation, and any steps to get there. It is difficult to purchase a solution if you're not sure of the exact problem.

     Look for technologies that could solve the problem you've identified. Start with the Internet. Look for products, but also look for articles, papers and websites that provide information about your issue. Government and university websites can be excellent sources of information. Describe your issue to others in EMS and ask for solutions. Chances are, others have faced the same challenges you do. Conferences, industry magazines and vendors are also good sources of information. Gather as much as possible, and develop a file to track your progress.

     Think about everyone inside and outside your organization who will be affected by the change you're proposing. Seek input from every stakeholder early. Interviews with stakeholders can give you perspectives you may not have considered. Getting input early can help you avoid making costly changes later.

     Once you've received stakeholder input, you must find potential vendors. Seek out as many as possible; the one you skip may have the perfect solution. Product attributes, pricing, customer service, upgrades and many other things vary greatly by vendor. You generally get what you pay for, but remember that some vendors may have incentives to sell to you. Maybe they want you to be their first customer in your state, or maybe their product is new and they're willing to discount the price to make the sale. Compile a list of vendors and begin a spreadsheet listing positives and negatives so you can compare apples to apples.

     Looking at your requirements, begin listing questions you'll present to potential vendors. Structure these in decreasing order of importance, from those concerning must-haves to those about luxuries. It is rare that any particular product will meet your every need, but you can find the one that best meets your most important needs at an affordable cost. Questions should be consistent across vendors to allow for equal comparisons.

     Every vendor should be able to provide a live demonstration in person or by webcast. Each demonstration should begin with a presentation of the product and its capabilities by the vendor, then you should be able to ask questions from the list you've developed. Don't be afraid to ask tough questions, and listen carefully to see if the vendor answers them completely or dances away from them.

     Most technology vendors will allow you to test their products for some short period of time. Ask to use the product for a trial period and let your end users try and evaluate it. A short evaluation sheet can be helpful for crews trying out new products.

     Ask each vendor for references. Almost no vendor will give out bad references, but talking to customers already using a product can give you a more accurate picture of how it performs. Keeping a list of these contacts can be helpful after a purchase is made, when you run into problems or just need advice. They can help you avoid pitfalls and find new and innovative applications for your product. Good vendors realize that their best salespeople are their satisfied customers.

     After you've done your research, listened to demonstrations and checked references, select the best product for your agency. Many factors must be considered, including how the product functions, vendor reputation, customer service, references, cost and the critical items you've identified. Look at your checklists and see which products best meet your needs. It can be a tough decision, but most times there are one or two vendors who stand out above the rest. While cost is always a factor, do not sacrifice quality to get a cheaper product. It's better to not make a purchase at all than to buy something that, in six months or a year, will not function as advertised.

     Finding funding may be the most difficult step. You'll need to either place your technology purchase in your regular budget or seek alternative sources of funding. One alternative source could be grants. You will need to do some research to determine if any grants exist for your technology issues. Vendors can be good sources of information here too; if there's money available to purchase their products, they usually know about it.

     Technology prices are often negotiable. If you're a government agency, start with federal or state contract purchasing—discounted prices may already have been negotiated. If your product is not on contract, bargain. Sometimes a vendor won't bargain unless they know you have options—this is why you need to know all the vendors. Even though you may have selected a particular vendor as your top choice, their price may not fit your budget. Sometimes getting most of what you want is the best you can do. Vendors who are new to a territory or have a new version of a product may be more likely to bargain than others. Also, look for standard language for contracts applying to the product you're purchasing. Check with others who have made similar purchases to find such language to help you.

     When you've done your homework and are ready to buy, do so knowing there will always be another bigger, better product around the corner. Technology changes so fast today that it's impossible to keep up. Focus on whether the product you purchased is doing the job you wanted it to do. You can always begin planning for the next phase. Remember also that there are few technology experts out there in EMS. Follow the above steps and trust your common sense, and you'll be able to make the best technology purchase possible.

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     Trizle.com. How to Buy Technology Products. https://learn.trizle.com/posts/438-how-to-buy-technology-products.

     Implementing technology: How to purchase technology and convince employees to embrace—not sabotage—new systems and equipment. Nation's Restaurant News. FindArticles.com, https://findarticles.com/p/articles/mi_m3190/is_43_36/ai_93612602.

     Beal A. Google study reveals many technology purchases begin with search. searchenginelowdown.com, Jun 2005.

     Mac Kemp, MEd, EMT-P, is deputy chief of operations at Leon County EMS in Tallahassee, FL. He owned a technology sales company for nine years.