Leading Business
Transformation
Jay Ferro, Chief Information Officer
July 22, 2014Health IT Summit
Denver, CO CONFIDENTIAL...
CONFIDENTIAL ACS Information Technology 2
My Story and Our Story
• Who I Am
• Who We Are
• The Transformation
Story
• In t...
Who I Am
POSITION
• Chief Information Officer, American Cancer
Society
EDUCATION
• AB & MBA, University of Georgia
FAMILY
...
More Importantly
CONFIDENTIAL ACS Information Technology 4
Who We Are
CONFIDENTIAL ACS Information Technology 5
Who We Are
• Founded in 1913, ACS is the nation’s largest
voluntary public health organization.
• The American Cancer Soci...
CONFIDENTIAL ACS Information Technology 7
Society Engagement Platforms
CONFIDENTIAL ACS Information Technology 8
What Does Your
Dollar Do?
CONFIDENTIAL ACS Information Technology 9
CONFIDENTIAL ACS Information Technology 10
A History of Innovation
• We have supported 47 investigators before they
went o...
The Transformation Story
CONFIDENTIAL ACS Information Technology 11
CONFIDENTIAL ACS Information Technology 12
We moved toward a
business without
barriers to realize our
lifesaving mission
w...
CONFIDENTIAL ACS Information Technology 13
Every good story has . . .
Beginning Journey End (States)
In the Beginning . . .
(or, Where I Came In)
CONFIDENTIAL ACS Information Technology 14
CONFIDENTIAL ACS Information Technology 15
State of IT in 2011
Findings:
• The application, data, information and infrastr...
CONFIDENTIAL ACS Information Technology 16
Assessment Results
• The key findings from
discussions across the
enterprise we...
CONFIDENTIAL ACS Information Technology 17
Guiding Principles & Outcomes
PRINCIPLES
• Simplified
• Standardized
• Secure
•...
CONFIDENTIAL ACS Information Technology 18
Technology Roadmap
CONFIDENTIAL ACS Information Technology
Talent Strategy &Tra...
The Journey So Far
CONFIDENTIAL ACS Information Technology 19
CONFIDENTIAL ACS Information Technology 20
Culture Change, Not Culture Clash
• SMAC and the Society
• Process Improvement
...
SMAC in the Middle
• Social: Engagement, connection,
collaboration, community, and
crowdsourcing
• Mobile: Value through m...
CONFIDENTIAL ACS Information Technology 22
SMAC and the Society
Before 2012
•Facebook / Twitter / Instagram
•Low penetrati...
CONFIDENTIAL ACS Information Technology 23
CONFIDENTIAL ACS Information Technology 24
The
Innovation
Process
CONFIDENTIAL ACS Information Technology 25
Quick Wins! 30-60-90!
• Quick Wins program provides standard
processes and brin...
CONFIDENTIAL ACS Information Technology 26
Transparency & Communication
Inside IT:
• Communication
– Newsletters
– Emails ...
CONFIDENTIAL ACS Information Technology 27
IT CODE & Spirit of Excellence Award
CONFIDENTIAL ACS Information Technology 28
Partnerships
• Enterprise-wide
– Business needs
– Apps and solutions
– Support ...
CONFIDENTIAL ACS Information Technology 29
CONFIDENTIAL ACS Information Technology 30
Access Data/Apps on the Go
• Mobility Strategy
– BYOD
– Enterprise App Store – ...
CONFIDENTIAL ACS Information Technology 31
Data Management Solutions
• Enterprise Data Warehouse
Appliance
– Daily data re...
CONFIDENTIAL ACS Information Technology 32
Transforming Customer Support
• Increase
frequency of and
areas of
measurement
...
CONFIDENTIAL ACS Information Technology 33
Running the Numbers
150%
$6 m
9,000
12% 10%
Increase in
customer
service
Increa...
Report Card
CONFIDENTIAL ACS Information Technology 34
CONFIDENTIAL ACS Information Technology 35
• Lotus Notes mail servers reduced from 139
to 12
• Domain controllers reduced ...
CONFIDENTIAL ACS Information Technology 36
End (States)
CONFIDENTIAL ACS Information Technology 37
Our Outlook
LESSONS LEARNED
• Collaborate or die
• Quick Wins Strategy – What can you do in
30–60– 90 days
• Build credibi...
CONFIDENTIAL ACS Information Technology 39
CONFIDENTIAL ACS Information Technology 40
CONFIDENTIAL ACS Information Technology 41
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Health IT Summit in Denver 2014 - Opening Keynote "Leading Transformation at the American Cancer Society" with Jay Ferro, CIO, American Cancer Society

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Health IT Summit in Denver 2014 - Opening Keynote "Leading Transformation at the American Cancer Society" with Jay Ferro, CIO, American Cancer Society

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Health IT Summit in Denver 2014 - Opening Keynote "Leading Transformation at the American Cancer Society" with Jay Ferro, CIO, American Cancer Society

  1. 1. Leading Business Transformation Jay Ferro, Chief Information Officer July 22, 2014Health IT Summit Denver, CO CONFIDENTIAL ACS Information Technology 1
  2. 2. CONFIDENTIAL ACS Information Technology 2 My Story and Our Story • Who I Am • Who We Are • The Transformation Story • In the Beginning . . . • The Journey So Far • Report Card and Outlook • End (States)
  3. 3. Who I Am POSITION • Chief Information Officer, American Cancer Society EDUCATION • AB & MBA, University of Georgia FAMILY • Three sons: Trey (15), Connor (13) and Alex (10) NOMINATIONS • 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 BOARDS • 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 CONFIDENTIAL ACS Information Technology 3 http://www.twitter.com/jayferro
  4. 4. More Importantly CONFIDENTIAL ACS Information Technology 4
  5. 5. Who We Are CONFIDENTIAL ACS Information Technology 5
  6. 6. 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 nongovernmental funder of cancer research and 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. CONFIDENTIAL ACS Information Technology 6
  7. 7. CONFIDENTIAL ACS Information Technology 7
  8. 8. Society Engagement Platforms CONFIDENTIAL ACS Information Technology 8
  9. 9. What Does Your Dollar Do? CONFIDENTIAL ACS Information Technology 9
  10. 10. CONFIDENTIAL ACS Information Technology 10 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
  11. 11. The Transformation Story CONFIDENTIAL ACS Information Technology 11
  12. 12. CONFIDENTIAL ACS Information Technology 12 We moved toward a business without barriers to realize our lifesaving mission without boundaries. 1 legal entity Leverage and move resources Coordinated efforts Scalability for future growth Now 12 Divisions Grassroots Organization Divisional Operating Model Autonomy to make impact at local level Then &
  13. 13. CONFIDENTIAL ACS Information Technology 13 Every good story has . . . Beginning Journey End (States)
  14. 14. In the Beginning . . . (or, Where I Came In) CONFIDENTIAL ACS Information Technology 14
  15. 15. CONFIDENTIAL ACS Information Technology 15 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 decentralized 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 ~1,500 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: • ~2,000 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
  16. 16. CONFIDENTIAL ACS Information Technology 16 Assessment Results • The key findings from discussions across the enterprise were synthesized into the seven (7) Signature IT Strategies. These strategies guide the IT team as they establish a solid foundation that can support ambitious business goals
  17. 17. CONFIDENTIAL ACS Information Technology 17 Guiding Principles & Outcomes PRINCIPLES • Simplified • Standardized • Secure • Efficient • Effective OUTCOMES • Customer-driven • Enabling the Mission • Aligned • Capable • Transparent • Innovative
  18. 18. CONFIDENTIAL ACS Information Technology 18 Technology Roadmap CONFIDENTIAL ACS Information Technology Talent Strategy &Training Realign Organization IT Risk Management ITIL Based Processes & Agile (SDLC) PMO & Balanced Scorecard Consolidate Data Centers Harden, Right-sized Network Virtualize ACS Environment Email Collaboration Platform Tactical & Strategic Disaster Recovery Service Oriented / Integration Architecture Data Management Platform BI, Analytics & Reporting Architecture Common Services / Enterprise Service Bus Deployment Identity & Access Management Intranet & Internet Platform 2012 2013 2014 2015 2016 PeopleProcess Arch.Infrastructure Change Management Program - Recruiting, Training, Performance Management & Communications Technology Apps. Application Rationalization Mobility Strategy & Applications Stabilize Improve Transform Streamlined suppliers Unified Communication & SIP Application Upgrades Application Replacements Skills analysis
  19. 19. The Journey So Far CONFIDENTIAL ACS Information Technology 19
  20. 20. CONFIDENTIAL ACS Information Technology 20 Culture Change, Not Culture Clash • SMAC and the Society • Process Improvement – 30-60-90 Journey – The Innovation Process • Transparency and Communication – Inside and Outside of IT – Performance – Recognition • Partnerships • Document Collaboration • Access to Data/Apps on the Go • Big Data? Big Solutions • Transforming Customer Support • Running the Numbers • IT Progress Report Card • Business Focus • Lessons Learned
  21. 21. SMAC in the Middle • Social: Engagement, connection, collaboration, community, and crowdsourcing • Mobile: Value through micro- moments, innovation on the move, event interconnections • Analytics: Delivering value through patterns and predictions • Cloud: Business agility, economies of scale, collaboration, competitiveness CONFIDENTIAL ACS Information Technology 21 Interconnection
  22. 22. CONFIDENTIAL ACS Information Technology 22 SMAC and the Society Before 2012 •Facebook / Twitter / Instagram •Low penetration •Outdated chat client Now & Near Future •Social media login / integration for programs and promotion •Enterprise chat / collaboration •Yammer enterprise social media Before 2012 • Company-sponsored expense • BYOD launched: ~320 devices • Unsecured, unofficial apps Now & Near Future • BYOD: 3,500+ devices • Enterprise App Store with third-party and in-house apps • Secure mobile gateway • Mobile payment app and event support Before 2012 • Outdated infrastructure • Unsupported reporting software • Weekly data refresh Now & Near Future • Enterprise data warehouse/platform • Daily data refresh • Latest enterprise reporting software • Mobility and greater BI Before 2012 •Outdated intranet, project sites •Decentralized servers / environment Now & Near Future •SharePoint intranet, project and team sites •Centralized servers, support •OneDrive storage SOCIAL MOBILE CLOUD ANALYTICS
  23. 23. CONFIDENTIAL ACS Information Technology 23
  24. 24. CONFIDENTIAL ACS Information Technology 24 The Innovation Process
  25. 25. CONFIDENTIAL ACS Information Technology 25 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 March 2013 310 Quick Wins launched 128 Completed Integrated Quick Wins into Enterprise demand management March 2014 424 Quick Wins launched 192 Completed
  26. 26. CONFIDENTIAL ACS Information Technology 26 Transparency & Communication Inside IT: • Communication – Newsletters – Emails (CIO Update, Jay’s Open Door) – Social media (Yammer) • Performance – Restructure duties, teams – Set expectations • Recognition – IT CODE Spirit of Excellence Outside IT: • Project Deployments – Employ Change Champions – Generate excitement • Communication – Targeted and project-related emails – Annual Performance Report – Nationwide survey – Social media (Yammer) – Open Door policy
  27. 27. CONFIDENTIAL ACS Information Technology 27 IT CODE & Spirit of Excellence Award
  28. 28. CONFIDENTIAL ACS Information Technology 28 Partnerships • Enterprise-wide – Business needs – Apps and solutions – Support mission and transformation • Talent/HR – Training needs – Recognition and awards • Marketing & Revenue – Communications assistance • Project Management – Organized, efficient projects / timelines • Finance – Budget planning
  29. 29. CONFIDENTIAL ACS Information Technology 29
  30. 30. CONFIDENTIAL ACS Information Technology 30 Access Data/Apps on the Go • Mobility Strategy – BYOD – Enterprise App Store – Customized and in- house apps • Application virtualization • Slow, but steady move toward cloud and SaaS where appropriate 42%Increase in connected BYOD devices in 6 months
  31. 31. CONFIDENTIAL ACS Information Technology 31 Data Management Solutions • Enterprise Data Warehouse Appliance – Daily data refresh • Enterprise Business Intelligence Platform – Faster, more advanced reporting with up-to-date data – Mobile reporting
  32. 32. CONFIDENTIAL ACS Information Technology 32 Transforming Customer Support • Increase frequency of and areas of measurement • Survey • Prioritize pain points • Be open to feedback and changes • Develop action plans to fix issues / correct course 89 90 91 92 93 94 95 96 97 98 99 10/18/2012 1/26/2013 5/6/2013 8/14/2013 11/22/2013 3/2/2014 6/10/2014 9/18/2014 PercentCustomerSatisfaction Year % Customer Satisfaction 2012 to Present
  33. 33. CONFIDENTIAL ACS Information Technology 33 Running the Numbers 150% $6 m 9,000 12% 10% Increase in customer service Increase in first-contact resolutions email accounts in 2 monthsin telecom savings each year Increase in sites with enterprise Wi-Fi Migrated 40% Increase in cancer.org site visits while saving $500,000 in site support costs
  34. 34. Report Card CONFIDENTIAL ACS Information Technology 34
  35. 35. CONFIDENTIAL ACS Information Technology 35 • 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 • 150% increase in sites with Enterprise Wi-Fi capabilities • 50% increase in standard Avaya VOIP sites • 4,800 new computers issued during 2012 • Cost reductions realized for hardware and/or software maintenance • Records Management Program (6 months of email) • Streamlined project portfolio to align with the business needs • Our BYOD program (tablets and smartphones) increased from 319 to 3,500+ • Monitoring 12,000+ endpoints • 99.5% of all computers have latest McAfee • 99.5% of all computers have latest Encryption • Identity and Access Management • Active Directory cleanup, using FIM/tools we already owned • Office 365 Migration • 9,000 email accounts in mere months • Industry-standard email and apps • New Intranet – SharePoint for collaboration, communication • Digital Asset Management • Application virtualization • Integrated Yammer into SharePoint • MS Lync meetings • SharePoint 2013 – team sites, project sites • Reduced data latency for critical reports from weekly to nightly • Internal firewalls • Endpoint & email DLP • Upgraded to Cisco VPN & site to site • Active Directory domain consolidation • Server/router/network consolidation • Uniform patch management process • Latest BusinessObjects upgrade • OneDrive for Business – document access anywhere • Mobile reporting • Visual dashboards • Alert notifications • Better search/navigation • Quarterly compliance and certification of system access • Network authentication
  36. 36. CONFIDENTIAL ACS Information Technology 36
  37. 37. End (States) CONFIDENTIAL ACS Information Technology 37
  38. 38. Our Outlook LESSONS LEARNED • Collaborate or die • 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! • Learn from your peers – internal and external • Change people or change people • Trust your gut • Don’t reinvent the wheel! “R&D” CONFIDENTIAL ACS Information Technology 38 0 10 20 30 40 50 60 70 80 2012 2013 2014 Beyond 2014 IT Spend Focus Areas Stabilize Improve Transform Reduced spend on ‘keep the lights on’ activities adds to the bottom line and means more funding for new technology solutions and process improvements.
  39. 39. CONFIDENTIAL ACS Information Technology 39
  40. 40. CONFIDENTIAL ACS Information Technology 40
  41. 41. CONFIDENTIAL ACS Information Technology 41
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