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A Turn for the Better: Intelligent Health Operations

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Healthcare organizations are struggling to keep up with dramatic and unpredictable industry change. Their current operations, with complex and disconnected technologies and processes, make it hard to manage costs, improve service quality, and become more consumer-centric—all of which have become top priorities.

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A Turn for the Better: Intelligent Health Operations

  1. 1. Intelligent Health Operations
  2. 2. ADAPT, TRANSFORM OR BE LEFT BEHIND New research* from Accenture and HfS reveals that The Future Belongs to Intelligent Operations Those organizations that harness diverse data driven by applied intelligence and human ingenuity to empower insight-led decision making, superior customer experiences and breakthrough business outcomes. *The Future Belongs to Intelligent Operations, 460 enterprise respondents, 33 Healthcare, 2017, HfS Research and Accenture.
  3. 3. WHY NOW?Healthcare organizations are struggling to keep up with dramatic and unpredictable industry change. Their current operations, with complex and disconnected technologies and processes, make it hard to manage costs, improve service quality, and become more consumer centric—all of which have become top priorities.
  4. 4. 45% ENHANCE CUSTOMER EXPERIENCE Say that anticipating customer needs is the major challenge for customer engagement. Healthcare organizations can no longer afford to deliver lackluster customer experiences due to disconnected technology or processes, or simply throw people at operational problems. 50% KEEP UP WITH DISRUPTORS Are concerned with disruption and competitive threats, for 55% especially from new digital-savvy entrants. 82% ENABLE DATA-DRIVEN PREDICTIVE DECISIONS Estimate that 50% to 90% of their data is unstructured and largely inaccessible. HEALTHCARE ORGANIZATIONS ARE BALANCING MULTIPLE PRIORITIES
  5. 5. #1 #2 #3 #4 #5 INNOVATIVE TALENT DATA-DRIVEN BACKBONE APPLIED INTELLIGENCE LEVERAGING THE POWER OF THE CLOUD SMART PARTNERSHIP ECOSYSTEM FIVE ESSENTIALS OF INTELLIGENT OPERATIONS When combined, these five ingredients can drive the required step-change and lasting transformation that companies need to compete today and in the future.
  6. 6. FIVE ESSENTIALS OF INTELLIGENT OPERATIONS #1 INNOVATIVE TALENT Healthcare organizations need creative and entrepreneurial talent who understand digital technologies, industry and functional priorities. Reskilling existing employees is also important: process experts become AI managers and transition to other higher-value roles, enabling more work to be managed. 52% Ranked creative, entrepreneurial spirit and curiosity for innovation as the top workforce requirements today. Lack talent that knows digital, AI, machine learning, and data analytics skills. 42% HEALTHCARE
  7. 7. Structured and unstructured data across internal and external ecosystems is the backbone for breakthrough insights. Healthcare organizations are hungry to understand how to become more data- centric and how to use their data better to drive out costs, improve compliance and quality, and increase market share. 94% Believe the ability to make data-driven decisions will have a major impact on achieving business goals. Of organizations have a plan to better leverage internal data.85% HEALTHCARE FIVE ESSENTIALS OF INTELLIGENT OPERATIONS #2 DATA-DRIVEN BACKBONE
  8. 8. APPLIED INTELLIGENCE Integrated Automation, Smart Analytics, and Artificial Intelligence can help companies transform operations. But using those tools effectively requires skilled humans to build and manage them—skills that may need to be developed, hired or acquired. 79% Believe automation and AI will help them achieve their business goals. Stated it takes months or years for business functions to change in response to business needs. 61% HEALTHCARE FIVE ESSENTIALS OF INTELLIGENT OPERATIONS #3
  9. 9. 88% Expect cloud-enabled capabilities such as plug- and-play digital services and enterprise-grade holistic security. Indicated overhauling legacy process and technology, prevents them from achieving their business goals. 42% HEALTHCARE FIVE ESSENTIALS OF INTELLIGENT OPERATIONS Key to the journey is tapping into the power of the cloud to tie together all the ingredients of intelligent operations, in a secure environment. #4 LEVERAGING THE POWER OF CLOUD
  10. 10. 85% Said working closely with ecosystem partners will be important to meet business objectives. More than a third indicated new ways of partnering across the ecosystem is a top talent need today. 36% HEALTHCARE FIVE ESSENTIALS OF INTELLIGENT OPERATIONS The ecosystem brings complementary skill sets and new technologies to drive innovation. Healthcare organizations increasingly will have to explore new ways to team with ecosystem partners including academia, platform players, and technology and service providers. #5 SMART PARTNERSHIP ECOSYSTEM
  11. 11. Do you have the right talent to drive the transformation? ARE YOUR BUSINESS OPERATIONS FUTURE-PROOF? Five questions healthcare organizations must successfully address to ensure their future viability 1 2 How can you become data-centric and achieve better outcomes? Are you deploying applied intelligence to be more agile and innovate faster? 3 Are you tapping into the power of the cloud to tie together all the ingredients of intelligent operations? 4 Are you leveraging smart partnerships and maximizing their innovation potential? 5
  12. 12. BECOME THE INTELLIGENCE ENGINE FOR YOUR BUSINESS Answering that call will require a fundamental shift in operations strategy and powerful new capabilities. The insights and agility that intelligent operations make possible are key to Healthcare organizations becoming more productive and profitable, and to creating and consistently delivering superior customer experiences.
  13. 13. SURVEY DEMOGRAPHICS The Future Belongs to Intelligent Operations, 460 enterprise respondents, 33 Healthcare, 2017, HfS Research and Accenture. INDUSTRY FUNCTIONAL AREA JOB TITLE REVENUE U$D RESEARCH METHODOLOGY The research is based on the responses of 460 participants that are involved in buying decisions related to technology and services. The interviews were conducted in Q3 2017 with a combination of telephone and online surveys, with follow up to open in-depth questions. 39 25 21 98 96 56 45 41 39 HR Supply Chain/ Logistics Customer Care IT Finance & Accounting Procurement Shared Services/ Operations Marketing Sales <$10Bn >$10Bn Between $3B & $10B (322) Greater than $10B (138) Total responses: 460 163 100 119 78 Director VP Senior VP CEO 35% 22% 26% 17% 60 53 50 35 34 33 32 32 31 31 31 20 18 Retail Banking Consumer Goods High Tech Software & Platform Oil & Gas Utilities Energy Healthcare Insurance Life Sciences Telecom Chemicals 12 COUNTRIES SURVEYED US (130) NA Canada (30) UK (30) EALA Germany (30) France (30) Italy (30) Spain (30) Brazil (30) Australia (30) APAC Japan (30) Singapore (30) China (30)
  14. 14. THANK YOU www.accenture.com/IntelligentHealthOperations To hear more from us on Intelligent Operations, visit our blog Copyright © 2018 Accenture. All rights reserved.

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