Transforming Service Delivery Delivering High Quality Care

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• Transforming Service Delivery Delivering High
  Quality Care
• John Rayner
• Director - THIS

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Transforming the service delivery of the ICT
Service in order to provide high quality health
care
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Agenda.

• Introduction
• IT a proven enabler
• Products
• Processes
• People
• Customers
• Key messages

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THE EVOLVING ROLE OF IT

• What is changing
• IT is a major business tool
• not just a technical challenge
• IT is now a service provided to customers
• Customer/user focused
• The IT department is a service provider.
• Often not considered a core part supplier
• IT needs to be business aware.
• meets business requirements

IT is a fundamental requirement in todays
Healthcare environment
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IT in health care.
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Bolton Royal Infirmary
1948
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Bolton Hospitals
2008
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1948
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2008
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1948
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2008
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1948
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2008
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Radiology.
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PACS.
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We have the products..
Knowledge
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Processes.

• Alignment to constantly changing service needs
• Business ready
• Business continuity
• Pockets of resistance
• Darzi review and changing service requirements
• Systems exist to maintain the status quo
• Innovation and embracing change
• Culture Vs Strategy

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IT alignment with Service Requirements

• Information technology and business are becoming
  inextricably interwoven. I don't think anybody
  can talk meaningfully about one without the
  talking about the other.
• The first rule of any technology used in a
  business is that automation applied to an
  efficient operation will magnify the efficiency.
  The second is that automation applied to an
  inefficient operation will magnify the
  inefficiency.

Bill Gates
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IT alignment with Service Requirements

• "We need to use the National Programme and the
  informatics profession as an opportunity to drive
  forward the use of information to save people's
  lives and improve the quality of care. Success
  will be about engaging with management, with our
  partners, transparency of information we make
  available to the public and commissioners to
  improve quality, fantastic data to transform
  processes, not just computerise care processes,"

• Professor Swindells

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Transforming the Delivery of ICT services..

• Traditional services within a single
  organisation. (In-house services)
• Managed services.
• Shared services.
• Joint ventures.
• Semi independent but hosted.
• Outsourced by functional area.

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The people.

• Right people
• Sat in the right seats
• On the right bus
• Travelling in the right direction

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Relationship Governance Where are we?
Confidence Index
Management Dynamics
Trust Dynamics
Organizational Trust
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"Co-management" established
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"Co-management" initiated
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Group Trust
2
Seek Best Practice
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Ad Hoc Random
Individual Trust
0
You Me
Individual Distrust
- 1
You vs. Me
Group Distrust
- 2
Us vs. Them
- 3
Red Team vs. Blue Team
Organizational Distrust
- 4
War
- 5
Exit
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Each interaction with the customer creates or
destroys satisfactionHigh levels of
satisfaction are associated with higher levels of
customer loyaltyGene Alvarez - Gartner
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Selection factors
Question Global primary selection factors when
assessing a supplier
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N 27
Industry certifications
Low prices
RHIO/PHR participation
Contracting models
Geographic focus
Average
Asia/Pacific
U.S.
Canada
EMEA

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Thoughts for the day..

• Successful relationships
• Customer satisfaction and loyalty
• Understand delivery and feedback
• Consider value, and what adds the most
• Customer centric employee culture
• A leader in every seat
• How do we incentivise in order to achieve mutual
  benefit?

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Leadership

• Actively manage the culture and the culture with
  manage the business

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Key messages and lessons 1

• Understand customer / supplier relations
• Independent, under scrutiny, integrity
• Get an identity and a brand
• Make the brand the product
• Make customer excellence the main priority

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Key messages and Lessons 2

• Understand who you are
• Understand the need to be different and what it
  is that differentiates
• Have unique selling points

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During the past eight years, products have
become more complicated. Everything from
mortgages to health insurance, credit cards,
consumer electronics, wireless electronics and
cellular telephones have myriad permutations. At
the same time that these products have been
introduced, we have simultaneously pushed the
customer interactions to self-service and
lower-cost outsourced customer service centres.
Because so many businesses consider customer
service not to be a core competency, outsourcing
sounds like a good choice. The reality for many
businesses is that customer service is emerging
as the only true differentiatorSource -
Michael Maoz, Gartner 2006
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Leadership is the key

• You cant lead your army into battle if you
  think that you look funny sat on the horse

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Key messages for CIO / Director

• Stay visible, let people know that you exist
• Create an emotion
• Bring meaning
• Understand how you look, sound and behave
• Manage the culture every single day
• Empower your people

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Questions.

• Are you satisfied that the technology is a proven
  enabler?
• Does IT business related change remain a
  challenge?
• Do you agree that our people and that the
  services they provide to customers are our
  greatest asset and as such should be the number
  One priority?

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