Talks about Digital Impact on Healthcare with some industry trends and where we go from here.

1. Digital – Trends and
Implications for Healthcare
Date: 19th March 2016
Vishal Dahalkar

2. The world is going digital….

3. A. Payer
• The truly seamless
multichannel experience
across business offerings
• Seamless pharmacy
Management
• Online/ mobile Pharmacy
• Easy experience on
channels of distribution
• Special care for Specialty
medicine
• Cost to customer
optimization tools
B. Retail
• Personalized shopping options
• Rewards with a entire selection
of health products available at
fingertips
• Powerful mobile shopping tools
• Simple multi-channel experience
• Compelling rewards policy to
generate loyalty
C. Tools & Services
• Easy management for
medicine adherence, to
manage chronic conditions
and access the out patient
services
• Breakthrough digital solutions
• Digital introduction to
outpatient services
• All health offerings connected
Digital WRT HealthCare – Changing Customer expectations
Expectations Company Strategies
A seamless Health Experience that makes it
radically easier for people to save time and
money, and stay healthy by connecting
customers to the providers unique assets
when, where and how they want.
• Differentiated customer
experience
• Greater share through
innovative offerings
• Reduced total cost to serve

4. Leading Healthcare Providers with combined Retail, Specialty
& Mail Pharmacy:
Pharmacy Revenues and Market Share from Specialty Pharmaceuticals, by Company, 2014
Pharmacy Name Parent Organization
Estimated 2014 Dispensing
Revenues from Specialty
Drugs* ($ billions)
Share of Revenue
CVS Caremark Specialty Pharmacy** /
CVS Drugstores
CVS Health $20.5 26%
Accredo Express Scripts $15.0 12%
Walgreens Specialty Pharmacy*** /
drugstores
Walgreens Boots
Alliance
$8.5 11%
Optum Rx United Healthcare $2.4 3%
Diplomat Pharmachy n/a $2.2 3%
BriovaRx Catamaran $2.0 3%
Prime Therapeutics Specialty Pharmacy Prime Therapeutics $1.8 2%
Advanced Care Scripts Omnicare $1.3 2%
RightsourceRx Humana $1.2 2%
Avella n/a $0.8 1%
All other retail, mail, and specialty
pharmacies
$22.4 29%
Total $78.0 100%
*includes revenues from retail, specialty and mail pharmacies. Excludes revenues from network pharmacies of PBM-owned specialty pharmacies
**excludes estimated infusion services covered by medical benefit
***North America revenues only. Excludes estimated infusion services covered by medical benefit.
Source: Fein, Adam J., 2014-15 Economic Report on Retail, Mail and Specialty Pharmacies, Drug Channels Institute, January 2015

5. Role for ‘Millennials’ within Digital HealthCare
Future
Leaders
Valuable
Consumer
Highly
Digital
Quick
Turnover
Asking for
Offers
Studies indicates them as Digitalized Millennial Generation…
By 2018, they will eclipse boomers in spending power at
$3.39 trillion. [Oracle]
77% participate in loyalty reward programs.
[Aimia]
41% of millennials have made a purchase using their
Smartphone. [Edelman Digital]
Average tenure for Gen Y is 2 years (5 for Gen X and 7 for
Baby Boomers).
[Millennial Branding / PayScale]
By next year, millennials will account for 36% of the U.S.
workforce and by 2025, they will account for 75% of the
global workplace.
[U.S. Bureau of Labor Statistics / The Business and Professional Women's Foundation]
See more at: http://danschawbel.com/blog/74-of-the-most-interesting-facts-about-the-millennial-
generation/#sthash.pkgv0T86.dpuf

6. How do companies engage the Customers Digitally ?
FuturePresentPast
Store IVR Mail
Website Mobile Tablets
www
Digital HealthCare – Where are we moving?

7. Decide Goals Think Different
Merge
Technology
DO IT
The Digital Roadmap
New Offerings
coming up
• Smart online registration tied to state ids
• Improved security through newer tools (touch id etc)
• Aid adherence through newer tech solutions
• Wearables equipped to reorder, reminders etc
• Entire health solutions digitally connected
PBM
• Deeper Integration, Execution, and Management of Portfolios
• Digitally connected patients
Shared Pharmacy • All types of pharmacy needs at one place
Retail Stores • Digital Photo
Specialty • Specialty adherence text messages that will enable two-way communication
Mobile
• Mobile app with medication reminder feature
• Introduction of new features including: easy authentication, simple workflows and single
signons.

8. WHAT GAPS EXIST TODAY FOR OUR CLIENTS
User Experience Streamline Internal
Operations
Application development
and support
Data and Analysis
Customer centric
view of process
across legacy and
digital channels
User friendly
design capability
Efficient workflows to
capture data and
information
Organization design
to ensure Digital
workforce
Process Automation
Data
Management(Transa
ctional and Big Data)
Analytics for
intelligence and
Management
decision Making
What We Do ► Our Portfolio
Application
Development skills
System Integration
with internal and
third party
applications
Digital Security
• Lean Digital
• Workforce Collaboration
• Tools and Enablement
• Customer Engagement
Consulting
• Ux Design
• Mobile Application
Development
• Digital Security
enablement
• IT Support
• Transactional Data and
Big Data Mgt
• Analytics for Business
and Decision Making
HOW CAN GENPACT HELP?

9. GENPACT DIGITAL
Dynamic
Workflow
Mobility
Advanced
Visualization
Cloud / SaaS
IOT & Big
Data Analytics
Machine
Learning
Robotic Process
Automation
Natural Language
Processing
Autonomic
Computing
Intelligence
Augmentation
Virtual Data
Warehousing
Digital
Security
Who We Are ► Genpact Digital

10. The world is tending towards bringing in the analytical insights and technology expertise
to enhance the Mobility Experience
Mobility Offerings we see

11. Contributions
• The Internet
• Chetan R
• Genpact CoE’s

12. All views expressed in this presentation are strictly of the author.
www.linkedin.com/in/vishaldahalkar