A multinational biopharma sponsor partnered with ICON to conduct a Phase 1/2 oncology study. With high-profile global sites, the need for a site-centred approach was clear. ICON responded by piloting a transformative site activation model. The goal was to reduce site burden, accelerate timelines and strengthen site relationships through a dedicated Site Partner role. The Site Partner was supported by enhanced country oversight, process harmonisation and a technology-enabled approach.

Site burden is increasing across the industry. Fragmented study communications and multiple points of contact overwhelm site staff, especially amid staffing shortages and post-COVID operational fatigue. These pressures contribute to rising dropout rates, extended response times and decreasing site satisfaction. In this study, analysis revealed that sites were facing major bottlenecks, leading to missed updates and delayed responses.

On average, sites had 11 contacts per study and in some cases up to 53 from a single study team. This meant that communications could be easily lots in emails or siloed in individual inboxes.

High performing sites were managing up to 7 concurrent protocols, from startup to close out. The higher performing sites were in greater demand, often juggling multiple studies with different sponsors.

ICON repositioned the Site Partner role as a critical connector and support for sites. A single owner as the main point of contact streamlined communication, reduced duplication and advocated for site needs. Internally, ICON refined supporting materials and processes to expedite activation, shifting all startup activity to the site owner to reduce handoffs and provide continuity and clarity for sites. 

The FIRECREST Site Portal enabled sponsors, study teams and sites to connect and drive efficient startup activities in a single, accessible interface. The dedicated Site Partner model transformed how sites were supported from end to end: 

• Each Site Partner served as a consistent point of contact for assigned sites, simplifying and consolidating communication to avoid burnout and support action.
• Site Partners own and streamline site activation, acting as a bridge between the site and ICON’s broader study team. They focused on building trust and reducing burden, including helping sites navigate technology and reducing duplicate outreach.

The pilot showed clear benefits, including faster site activation through more coordinated and efficient engagement. Streamlined communication and stronger support improved the overall site experience. Tailored technology and the integrated FIRECREST platform helped align cross-functional teams, enabling better collaboration, quicker responses, and shorter timelines. Continuity in the Site Partner role also accelerated startup in a second study for the same sponsor by applying lessons learned and using established communication channels.

Supporting sites builds deeper trust, clarity and consistency, all key elements for successful execution of modern clinical trials. By fostering long-term site relationships, ICON ensures a scalable, harmonised approach that enhances site experiences and supports the success of future trials