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© 2013 IBM CorporationHorizon Case Study: Leveraging the Web and Mobile toDeliver Personalized Healthcare ServicesJack Qui...
22 © 2013 IBM Corporation© 2013 IBM CorporationAgenda About Horizon Healthcare Services System Strategy – The 5 year Jou...
33 © 2013 IBM Corporation© 2013 IBM CorporationAbout Horizon Healthcare Services, Inc.• Horizon is New Jersey’s oldest and...
44 © 2013 IBM Corporation• Horizon is executing a 5 year Systems Strategy Roadmap‒ 14 Strategic Business Capabilities led ...
55 © 2013 IBM CorporationHorizon eBusiness Strategic ObjectivesKEY STAKEHOLDERSMembersConsumersProvidersEmployer GroupsEmp...
66 © 2013 IBM CorporationHorizon Systems StrategyMember Portal – Strategy in Action System Strategy provided focus on 4 k...
77 © 2013 IBM CorporationLow Cost, Efficient Ops & AdminSelf-Service EverywhereSimplified IT InfrastructureSimplified IT I...
88 © 2013 IBM CorporationSimplified IT InfrastructureLow Cost, Efficient Ops & AdminSelf-Service EverywhereMember Portal –...
99 © 2013 IBM CorporationPortalsW W W
1010 © 2013 IBM CorporationLow Cost, Efficient Ops & AdminSelf-Service EverywhereMedical Cost Quality AnalyticsSource of T...
1111 © 2013 IBM CorporationIntegration Serviceship
1212 © 2013 IBM CorporationIntegration Services
1313 © 2013 IBM CorporationIntegration Services
1414 © 2013 IBM CorporationMember Portal – Strategy in ActionThe Technology behind the Features… Feature Management & Tre...
1515 © 2013 IBM CorporationLow Cost, Efficient Ops & AdminSelf-Service EverywhereMedical Cost Quality AnalyticsSource of T...
1616 © 2013 IBM Corporation
1717 © 2013 IBM Corporation
1818 © 2013 IBM Corporation
1919 © 2013 IBM CorporationMember Portal – Strategy in Action Lessons…• Do not underestimate the time and effort required ...
2020 © 2013 IBM CorporationHorizon Systems Strategy - Where Are We? New Member Portal launched in early 2011 2011  490K...
2121 © 2013 IBM CorporationHorizon Systems Strategy - Where Are We?While member portal transactions continue to increase a...
2222 © 2013 IBM CorporationHorizon Systems Strategy - What’s Next? Rebuilding Horizon Broker Portal on the new Portal Pla...
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Horizon Case Study - Leveraging the Web and Mobile to Deliver Personalized Healthcare Services

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Healthcare reform is here, and it's important to react to these changes in the marketplace. In this session, we will discuss Horizon and how they are leveraging the IBM Exceptional Web Experience platform to provide customers a rich user experience with highly personalized and tailored content. Internally, they have empowered their business users to seamlessly and quickly reach their customer base with a content management system that eliminates dependencies on IT resources. We'll also discuss Horizon's future plans to incorporate commerce, social networking and mobile into the mix - all in their efforts to provide an exceptional, collaborative marketplace at the forefront of Healthcare.

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Transcript of "Horizon Case Study - Leveraging the Web and Mobile to Deliver Personalized Healthcare Services"

  1. 1. © 2013 IBM CorporationHorizon Case Study: Leveraging the Web and Mobile toDeliver Personalized Healthcare ServicesJack Quigley | Director of Portals, Web Services and Middleware | HorizonHealthcare ServicesNiral Jhaveri | Vice President, User Experience | Prolifics.
  2. 2. 22 © 2013 IBM Corporation© 2013 IBM CorporationAgenda About Horizon Healthcare Services System Strategy – The 5 year Journey Member Portal – Strategy in Action Lessons Where Are We? What’s Next? About Prolifics
  3. 3. 33 © 2013 IBM Corporation© 2013 IBM CorporationAbout Horizon Healthcare Services, Inc.• Horizon is New Jersey’s oldest and largest health insurer.• Horizon traces its history back to 1932, when Associated Hospitals ofEssex County, Inc. began selling multi-hospital pre-payment plans for $10a year covering 21 days of in-patient care.• The company was one of the first health insurance companies in the nationand also one of the first Blue Cross Plans.• Today, it serves more than 3.6 million members.• The company has more than 4,800 employees and is headquartered inNewark, NJ with offices in Wall Township, Mt. Laurel, and West Trenton, allin NJ.
  4. 4. 44 © 2013 IBM Corporation• Horizon is executing a 5 year Systems Strategy Roadmap‒ 14 Strategic Business Capabilities led to Systems Strategy Roadmap• eBusiness Strategy and Member Portal are driven by Top 5 StrategicCapabilitiesHorizon Systems StrategyThe 5 Year Journey© 2013 IBM CorporationLow Cost and Highly Efficient Operations and AdministrationSelf-Service EverywhereStable and Simplified IT InfrastructureIntegrated and Trusted Source of Truth of Core Business InformationNear-Time Medical Cost Quality, Analytics and Insights
  5. 5. 55 © 2013 IBM CorporationHorizon eBusiness Strategic ObjectivesKEY STAKEHOLDERSMembersConsumersProvidersEmployer GroupsEmployeesIncrease MembershipIncreased Sales FocusFeedback &MeasurementAffordable Health Care ModelsOptimizeCustomerInteraction
  6. 6. 66 © 2013 IBM CorporationHorizon Systems StrategyMember Portal – Strategy in Action System Strategy provided focus on 4 key areas for eBusiness and thePortalPortalsW W WPortal Infrastructure Integration ServicesPortalsW W WPortal Infrastructure Integration Services
  7. 7. 77 © 2013 IBM CorporationLow Cost, Efficient Ops & AdminSelf-Service EverywhereSimplified IT InfrastructureSimplified IT Infrastructure© 2013 IBM CorporationMember Portal – Strategy in ActionPortal Infrastructure Needed to replace aging technology of Member Portal─ Limited ability to render content and transactions on asingle pane─ UI unable to support our interactive design goals─ Incompatible with modern day web browsers─ Lacked sophisticated content management platform Build a Foundational Portal Platform─ First step to building next generation Horizon Portals─ IBM Websphere Portal 7─ IBM Websphere Content Management 7─ IBM AIX on P-Series blade servers─ ESB built using IBM DataPower Xi52 for web services─ IBM WSRR as Service RegistryPortal InfrastructureLow Cost, Efficient Ops & AdminSelf-Service EverywhereSource of TruthMedical Cost Quality Analytics
  8. 8. 88 © 2013 IBM CorporationSimplified IT InfrastructureLow Cost, Efficient Ops & AdminSelf-Service EverywhereMember Portal – Strategy in ActionFeature Management Feature Management─ Previous Member Portal had no ability to control visibility of content ortransactions─ Needed capability to delegate administration to an Employer’s GroupAdministrator─ Needed capability to control access to features and feature sets by a Group Member Portal Group Administration─ Leveraged Websphere Portal to build Administrative Console─ Group Feature Management provides toggle on/off of a feature/feature sets Supports multiple user audiences─ Employer Group Administrator─ Service Desk Agents─ Account Teams© 2013 IBM CorporationPortalsW W WLow Cost, Efficient Ops & AdminSelf-Service EverywhereSimplified IT InfrastructureSource of TruthMedical Cost Quality Analytics
  9. 9. 99 © 2013 IBM CorporationPortalsW W W
  10. 10. 1010 © 2013 IBM CorporationLow Cost, Efficient Ops & AdminSelf-Service EverywhereMedical Cost Quality AnalyticsSource of Truth Builds a better informed membership base Allows members to make better-informed decisionsabout the cost of their health Provides estimated cost data for commonly billedelective inpatient, outpatient and diagnostic procedures Integrates data via ESB (DataPower), combining legacydata source and third-party web serviceSimplified IT InfrastructureLow Cost, Efficient Ops & AdminSelf-Service EverywhereMedical Cost Quality AnalyticsSource of Truth© 2013 IBM CorporationMember Portal – Strategy in ActionTreatment Cost EstimatorIntegration ServicesSimplified IT Infrastructure
  11. 11. 1111 © 2013 IBM CorporationIntegration Serviceship
  12. 12. 1212 © 2013 IBM CorporationIntegration Services
  13. 13. 1313 © 2013 IBM CorporationIntegration Services
  14. 14. 1414 © 2013 IBM CorporationMember Portal – Strategy in ActionThe Technology behind the Features… Feature Management & Treatment Cost Estimator wasdeveloped using IBM’s Web Experience Factory Uses producer-consumer design pattern where the serviceproducers can be reused Personalization  PZN rules. Segmentation  User Profile Caching  DynaCache Apps built via RAD and usean MVC design pattern ALL portlets are builtto the JSR 286 specIntegration ServicesConsumerConsumer CommonService Provider
  15. 15. 1515 © 2013 IBM CorporationLow Cost, Efficient Ops & AdminSelf-Service EverywhereMedical Cost Quality AnalyticsSource of Truth Multi-channel approach to delivering our strategy Bundles key member online services into a mobile app View Benefits View and Search Claims View Authorizations / Referrals Request an ID Card Update Additional Insurance Dedicated team specialized in mobile development App due in the stores (iTunes & Android) FebruarySimplified IT InfrastructureLow Cost, Efficient Ops & AdminSelf-Service EverywhereMedical Cost Quality AnalyticsSource of Truth© 2013 IBM CorporationMember Portal – Strategy in ActionMobile Member PortalSimplified IT Infrastructure
  16. 16. 1616 © 2013 IBM Corporation
  17. 17. 1717 © 2013 IBM Corporation
  18. 18. 1818 © 2013 IBM Corporation
  19. 19. 1919 © 2013 IBM CorporationMember Portal – Strategy in Action Lessons…• Do not underestimate the time and effort required to set up your infrastructure• Over-communicate your program‒ Ensure you have a blueprint and that everyone on the project understands it‒ Identify and engage teams you depend on as early as possible• Horizon leverages Partnerships to execute most development. No one partnercan solve all of your development and support needs‒ Start with multiple partners that have specialty in specific areas – WebspherePortal, Websphere Content Management, mobile, etc.‒ Leverage your direct experience as each work streams mature‒ Choose your top few partners for the long haul and get them to have skin in the game• Experience matters, but not just in your development partners‒ Trust your instincts as an experienced manager – experts are often only as good astheir last project, especially if their last project was their first in that technology‒ Institutional knowledge is often underestimated in technology heavy projects – No oneknows your business better than your people‒ Never stop asking questions• mix of specialty and generalists to ensure your top partners
  20. 20. 2020 © 2013 IBM CorporationHorizon Systems Strategy - Where Are We? New Member Portal launched in early 2011 2011  490K active members 2012  650K active members (validation in progress)– 8 new features introduced to our members, Mobile Website launch 2013  Target 900K active members– 5 new features, Updated mobile app and website
  21. 21. 2121 © 2013 IBM CorporationHorizon Systems Strategy - Where Are We?While member portal transactions continue to increase at a fast pace only apercentage of those increased transactions are leading to reduced calls.100,000150,000200,00050,0000Month / YearJul-11 Jul-12 Oct-12 Jan-13Apr-12Jan-12Oct-11300,000350,000250,000NumberofCalls/TransactionsApr-11Jan-11+92%-19%Member Portal TransactionsCalls Handled Member Member portal transaction have grown at a CAGR of 92% from Jan2011 through December 2012. During this same period Calls handled by the call center havedecreased at a CAGR of 19%.
  22. 22. 2222 © 2013 IBM CorporationHorizon Systems Strategy - What’s Next? Rebuilding Horizon Broker Portal on the new Portal Platform Building a Horizon Consumer Portal integrated with WebsphereCommerce 7 Launching storefronts for our Brokers on Websphere Commerce Upgrading Web Security Layer by implementing WebSeal, TAM andTDS Continue enhancing Member Portal and Mobile Member App

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