Health IT Summit in Denver 2014 - Opening Keynote "Leading Transformation at the American Cancer...

Leading Business Transformation

Jay Ferro, Chief Information Officer

July 22, 2014 Health IT Summit Denver, CO

CONFIDENTIAL ACS Information Technology 1


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)

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


http://www.twitter.com/jayferro

More Importantly


Who We Are


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.


Society Engagement Platforms


What Does Your Dollar Do?



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

The Transformation Story



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 &


Every good story has . . .

Beginning Journey End (States)

In the Beginning . . . (or, Where I Came In)



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


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


Guiding Principles & Outcomes PRINCIPLES • Simplified • Standardized • Secure • Efficient • Effective

OUTCOMES • Customer-driven • Enabling the

Mission • Aligned • Capable • Transparent • Innovative


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

Pe

op

le

Pro

cess

A

rch

. In

fras

tru

ctu

re

Change Management Program - Recruiting, Training, Performance Management & Communications

Tech

no

logy

Ap

ps.

Application Rationalization

Mobility Strategy & Applications

Stabilize Improve

Transform

Streamlined suppliers

Unified Communication & SIP

Application Upgrades Application Replacements

Skills analysis

The Journey So Far



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

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


Interconnection


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


The Innovation Process


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


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


IT CODE & Spirit of Excellence Award


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


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


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


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

Pe

rce

nt

Cu

sto

me

r Sa

tisf

acti

on

Year

% Customer Satisfaction 2012 to Present


Running the Numbers

150%

$6 m 9,000

12% 10%

200+

Increase in customer service

Increase in first-contact resolutions

email accounts in 2 months in telecom savings each year

Increase in sites with enterprise Wi-Fi

XX apps and

Migrated/sunset

systems in 6 months Legacy

Migrated 40% Increase in cancer.org site visits while saving

$500,000 in site support costs

Report Card



• 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

End (States)


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”


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20122013

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.

Health IT Summit in Denver 2014 - Opening Keynote "Leading Transformation at the American Cancer...

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Transcript of Health IT Summit in Denver 2014 - Opening Keynote "Leading Transformation at the American Cancer...