100 Years of Innovation at ACS:
Finishing the Fight for the Last Century of Cancer

Jay Ferro, Chief Information Officer
D...
Who am I?
• Chief Information Officer, American Cancer
Society
•
•
•
•

2013 Top 10 CIO Breakaway Leader- Winner
2012, 201...
More Importantly

12/13/2013

CONFIDENTIAL ACS Information Technology

3
Who We Are
Founded in 1913, ACS is the nation’s
largest voluntary public health
organization.
The American Cancer Society ...
12/13/2013

CONFIDENTIAL ACS Information Technology

5
Society Engagement Platforms
A History of Innovation
• We have supported 47 investigators
before they went on to win Nobel Prizes.
From:
– Hermann Jose...
12/13/2013

CONFIDENTIAL ACS Information Technology

8
Guiding Principles & Outcomes
•
•
•
•
•

Simplified
Standardized
Secure
Efficient
Effective

•
•
•
•
•
•

Customer-driven
...
State of IT in 2011
Findings:
• The application, data, information and infrastructure architectures reflect the changes ov...
Assessment Results
The key findings from discussions across the enterprise were synthesized into the seven (7) Signature I...
Technology Roadmap
Stabilize

Improve
Transform
2014

2015

People

2013

2016

Change Management Program - Recruiting, Tr...
Communicating Innovation
• General Communications
– Monthly ‘Society Talk’
Town Halls
– Cross-functional meetings
– Execut...
12/13/2013

CONFIDENTIAL ACS Information Technology

14
Quick Wins! 30-60-90!
• Quick Wins program
provides standard
processes and brings
relief to pain points
– Reduced risk: tr...
IT Spirit of Excellence Award (IT SOE)

16
2013 IT Scorecard – Improve & Transform
Tenet

Early Wins

Long-term Achievements

Simplified

•
•
•
•

Lotus Notes mail s...
12/13/2013

CONFIDENTIAL ACS Information Technology

18
Innovation With Information
• Mobility Strategy
– BYOD
– Customized and in-house
apps – Enterprise App Store

• Teradata D...
Future Improvements
Tenet

Future Wins

Simplified

•

Active Directory domain consolidation

Standardized

•

Uniform pat...
Transformation in Customer Service
% of Customer Satisfaction – 2012 vs. 2013
2012

100.00%

95.95%
93.65%

95.00%
90.00%
...
Our Outlook

LESSONS LEARNED
•

Quick Wins Strategy – What can you do
in 30 - 60 – 90 days

•

Build credibility through t...
©2013 American Cancer Society, Inc. No.0059.55

12/13/2013

CONFIDENTIAL ACS Information Technology

23
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Health IT Summit Austin 2013 - Closing Keynote "100 Years of Innovation at ACS: Finishing the Fight for the Last Century of Cancer"

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Closing Keynote "100 Years of Innovation at ACS: Finishing the Fight for the Last Century of Cancer"

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Transcript of "Health IT Summit Austin 2013 - Closing Keynote "100 Years of Innovation at ACS: Finishing the Fight for the Last Century of Cancer""

  1. 1. 100 Years of Innovation at ACS: Finishing the Fight for the Last Century of Cancer Jay Ferro, Chief Information Officer December 12, 2013 12/13/2013 CONFIDENTIAL ACS Information Technology 1
  2. 2. Who am I? • Chief Information Officer, American Cancer Society • • • • 2013 Top 10 CIO Breakaway Leader- Winner 2012, 2013 ATP (Assoc. Telecom Pro) Finalist 2011 Georgia CIO of the Year - Winner 2010 Georgia CIO of the Year – Finalist • • • • • Board Chair, Georgia CIO Leadership Association Board Chair, TechBridge Co-Chair, United Way, Technology Unit Advisory Board, Women In Technology Alumni Board, Terry College of Business • AB & MBA, University of Georgia • 3 sons: Trey (15), Connor (13) and Alex (10) 2
  3. 3. More Importantly 12/13/2013 CONFIDENTIAL ACS Information Technology 3
  4. 4. Who We Are Founded in 1913, ACS is the nation’s largest voluntary public health organization. The American Cancer Society is the most trusted source of cancer information. As the largest non-governmental funder of cancer research, having spent more than $3.6 billion on cancer research since 1946, we’ve played a role in nearly every cancer breakthrough in recent history.
  5. 5. 12/13/2013 CONFIDENTIAL ACS Information Technology 5
  6. 6. Society Engagement Platforms
  7. 7. A History of Innovation • We have supported 47 investigators before they went on to win Nobel Prizes. From: – Hermann Joseph Muller, PhD, 1946, Nobel Prize in Physiology or Medicine To: – James E. Rothman, PhD, 2013, Nobel Prize in Physiology or Medicine 12/13/2013 CONFIDENTIAL ACS Information Technology 7
  8. 8. 12/13/2013 CONFIDENTIAL ACS Information Technology 8
  9. 9. Guiding Principles & Outcomes • • • • • Simplified Standardized Secure Efficient Effective • • • • • • Customer-driven Enabling the Mission Aligned Capable Transparent Innovative 12/13/2013 CONFIDENTIAL ACS Information Technology 9
  10. 10. State of IT in 2011 Findings: • The application, data, information and infrastructure architectures reflect the changes over the past several decades, and will need re-architecting and evolution to support the growth and mission of “One ACS” in the years to come. • ~90% of IT spend on “lights on” activities Application Architecture: • Accidental and de-centralized development resulted in ~600 applications that did meet business needs • The resulting architecture is disjointed and costly to maintain • Low penetration into Social & Mobile space Data & Information Architecture: • Data distributed across the enterprise in over ~1500 silo’ed databases. • The amount of data relatively small, though the diversity & distribution is immense and creates numerous issues including inaccurate reporting, & misleading results. Infrastructure Architecture: • ~2000 servers across 3 primary data centers & several hundred secondary locations • Single point of failures: matrix of aging to end-of-life equipment with limited DR/BC 10
  11. 11. Assessment Results The key findings from discussions across the enterprise were synthesized into the seven (7) Signature IT Strategies. These strategies will guide the IT team as they establish a solid foundation that can support ambitious business goals Key Findings Multiple platforms, tools, applications and processes that are not integrated in a cohesive and structured way are in use for events, research, divisions, data, individual departments, etc. and require support across the enterprise Key tools such as CRM (Siebel), Email (Notes), Convio (CEM) have been heavily customized while still not supporting the broad needs of ACS and encumbering the ability of IT to effectively maintain them; subsequently the enterprise has lost faith in those systems ability to perform Signature IT Strategy Rationalize Applications Modernize & Integrate Enterprise Applications Employees, volunteers and participants cannot access needed applications from smart phones, or other mobile devices such as tablets in a platform and device agnostic manner. ACS has not broadly adopted other emerging technologies or strategies such as Cloud, SaaS, IaaS, SoLoMo, or Big Data. ACS needs a unified robust Enterprise Architecture Exploit Enabling Technologies Data is spread across the enterprise in silos that can’t easily be combined, and is manipulated and transformed multiple ways for consumption, reporting, and analytics Unlock Enterprise Data ACS is directly managing a number of non-core, commodity areas such as data centers. Numerous locations require an inordinate amount of resources for management and support, and once consolidated they could be sourced and be better managed at lower costs Consolidate, Refresh & Standardize Infrastructure Limited process definition, PMO capabilities, and governance result in ineffective solutions, poor delivery of projects, poor compliance and eroded trust of IT. Unclear engagement model creates confusion and frustration ACS needs a customer and product centric competency in IT that is flexible, nimble, and enabling Define & Measure Repeatable IT Processes Provide a Product & Customer Focused IT Capability 11
  12. 12. Technology Roadmap Stabilize Improve Transform 2014 2015 People 2013 2016 Change Management Program - Recruiting, Training, Performance Management & Communications Process 2012 PMO & Balanced Scorecard Realign Organization Streamlined suppliers Skills analysis Talent Strategy &Training ITIL Based Processes & Agile (SDLC) IT Risk Management Arch. BI, Analytics & Reporting Architecture Data Management Platform Service Oriented / Integration Architecture Apps. Identity & Access Management Common Services / Enterprise Service Bus Deployment Mobility Strategy & Applications Application Upgrades Application Rationalization Infrastructure Technology Intranet & Internet Platform 12/13/2013 Virtualize ACS Environment Application Replacements Consolidate Data Centers Harden, Right-sized Network Email Collaboration Platform Unified Communication & SIP Tactical & Strategic Disaster Recovery CONFIDENTIAL ACS Information Technology 12
  13. 13. Communicating Innovation • General Communications – Monthly ‘Society Talk’ Town Halls – Cross-functional meetings – Executive Updates – Bimonthly IT ‘All-Hands’ Meetings – Monthly CIO Updates – Open Door emails – Monthly Newsletters • Test within IT • Pilot group test • Yammer/social feedback – Use feedback to inform general communications & training plans • Project Communications – Office 365, Outlook, Lync, SharePoint intranet, other projects 12/13/2013 CONFIDENTIAL ACS Information Technology 13
  14. 14. 12/13/2013 CONFIDENTIAL ACS Information Technology 14
  15. 15. Quick Wins! 30-60-90! • Quick Wins program provides standard processes and brings relief to pain points – Reduced risk: transparency, improved controls – Improved quality – Greater productivity: effective use of resources – Improved timeliness: faster turnaround, proactive escalations March 2012 Quick Wins program implemented 12/13/2013 March 2013 310 Quick Wins launched 128 Completed CONFIDENTIAL ACS Information Technology Integrated Quick Wins into Enterprise demand management 15
  16. 16. IT Spirit of Excellence Award (IT SOE) 16
  17. 17. 2013 IT Scorecard – Improve & Transform Tenet Early Wins Long-term Achievements Simplified • • • • Lotus Notes mail servers reduced from 139 to 12 Domain controllers reduced from 147 to 53 Migration and sunset of >200 Enterprise apps Consolidation of 7 GLs to 1 • Identity and Access Management • Active Directory cleanup, using FIM/tools we already owned Standardized • • • 150% increase in sites with Enterprise Wi-Fi capabilities 50% increase in standard Avaya VOIP sites 4,800 new computers issued during 2012 • Office 365 Migration • 9,000 email accounts in mere months • Industry-standard email and tools • New Intranet • SharePoint for collaboration, communication Secure • • • Monitoring 12,000+ end-points 99.5% of all computers have latest McAfee 99.5% of all computers have latest Encryption • Internal firewalls • Endpoint & email DLP Efficient • Streamlined project portfolio to align with the business needs Our BYOD program (tablets and smartphones) increased from 319 to 3,500+ • MS Lync meetings • SharePoint 2013 – team sites, project sites Cost reductions realized for hardware and/or software maintenance Records Management Program (6 mo. e-mail) • Digital Asset Management • Application virtualization • Integrated Yammer into SharePoint • Effective • • Business Impact 12/13/2013 Reduced IT footprint, adding to the bottom line Reduced Data Loss CONFIDENTIAL ACS Information Technology Standardized infrastructure from office to office 17
  18. 18. 12/13/2013 CONFIDENTIAL ACS Information Technology 18
  19. 19. Innovation With Information • Mobility Strategy – BYOD – Customized and in-house apps – Enterprise App Store • Teradata Data Warehouse Appliance • Business Objects upgrade • Application virtualization 12/13/2013 CONFIDENTIAL ACS Information Technology 19
  20. 20. Future Improvements Tenet Future Wins Simplified • Active Directory domain consolidation Standardized • Uniform patch management process Secure • • • Upgraded VPN & site to site Quarterly compliance and certification of all system access Network authentication Efficient • • Reduced data latency for critical reports from weekly/monthly to nightly Mobile reporting Effective • Enterprise SkyDrive Pro for document access anywhere Business Impact 12/13/2013 Reduced IT footprint, adding to the bottom line Reduced Data Loss CONFIDENTIAL ACS Information Technology Standardized infrastructure from office to office 20
  21. 21. Transformation in Customer Service % of Customer Satisfaction – 2012 vs. 2013 2012 100.00% 95.95% 93.65% 95.00% 90.00% 90.97% 94.06% 92.70% 93.23% 92.50% 93.71% 94.47% 2013 96.29% 97.87% 95.54% 95.25% 94.90% 91.21% 90.97% 88.29% 87.95% 88.84% Aug Sept 89.92% 89.11% 84.45% 85.00% 80.00% 75.00% Jan 12/13/2013 Feb March April May June July CONFIDENTIAL ACS Information Technology Oct Nov Dec 21
  22. 22. Our Outlook LESSONS LEARNED • Quick Wins Strategy – What can you do in 30 - 60 – 90 days • Build credibility through transparency and frequent communications • Always understand the culture of the organization and change appetite • Live to fight another day! • Never eat lunch alone • Learn from your peers – internal and external • Surprises will happen! Accept it. • Change people or change people • Trust your gut • Don’t reinvent the wheel! “R&D” 2012 Improve Transform Stabilize 2013 Stabilize Improve Transform 2014 Improve Stabilize Transform 22
  23. 23. ©2013 American Cancer Society, Inc. No.0059.55 12/13/2013 CONFIDENTIAL ACS Information Technology 23
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