What Organizations Need
from the CIO and IT
BECKER’S HOSPITAL REVIEW
Asher Kramer, National Practice Director – Strategy
leidoshealth.com
May 16, 2014
IT Alignment with
Organizational Needs
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IT Strategic Alignment Planning
Effective IT planning must be grounded by organizational purpose and
strategy. A clear understandable vision of the future and a well-aligned strategy
to achieve this vision and associated outcomes is fundamental to success.
IT must align itself to …
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Address Major Priorities
Source: ABCO, ©Advisory Board Company
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Understand Key Pain Points
PAIN POINTS IDENTIFIED BY LEIDOS CLIENTS
Base: Leidos Health Client Survey, January 2014
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Alleviate Technology Concerns
CUSTOMER TECHNOLOGY CONCERNS
Base: Leidos Health Client Survey, January 2014
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Why Could IT Fail to Meet
Organizational Needs?
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Voice of The Customer (VOC) Strategic Alignment
Methodology Employed
 Results of findings from 15 organizations using VOC interview
 15-20 interviews with 35-45 IT stakeholders at each organization
 C-Suite retreat and alignment results – What IT needs to do to promote and help to
achieve the organization’s strategic goals
Business Requirements
Use cases or scenarios
Solution Ideas
Business Rules
Data Definitions
Functional Requirements
Constraints
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External Interface
Requirements
Quality Attributes
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Why Could IT Fail to Support the Organization’s Strategy?
Case Study Examples
Organization
Because
A
IT governance is not
inclusive and does not
support accountability,
standardization, and
end user adoption
B
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There is
Poor end user
processes,
training, and
adoption
An IT environment
The organization lacks
that is complex
a comprehensive
difficult to maintain,
vendor solution...
resource and train
and
Poor IT system
support of
organizational
workflows and
processes
Which creates
No interoperability
and communication
Our systems are
A lack of physician
not integrated to
and end user
support population
centered design
health
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Resulting in
Lack of integration
of information
across continuum
The current IT
system and
associated
processes not
optimized to provide
robust analytics and
decision support
What C-Suites Expect
from the CIO and IT
Case Study Findings
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Most Important IT Functions
Results of Leidos Health Leadership Survey
% Organizations
Rating Most Important
IT Function
A
B
C
D
E
F
G
H
I
J
K
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IT Governance
Training and adoption
Data, interoperability, and decision support
Strategic and regulatory reform alignment
System fragmentation & complexity
System ease of use
IT resources and support
System and vendor reliability
Inefficient workflows and processes
Quality and patient safety
Physician engagement and design
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72.7%
72.7%
72.7%
63.6%
54.5%
45.5%
36.4%
36.4%
27.3%
27.3%
18.2%
Gap Analysis of Key IT Enabled System Capabilities
How important vs. how satisfied organizations are (scale of 1-5)
IT Enabled System Capability
Gap
A. Access to a single, comprehensive clinical record when treating patients
2.7
C. Ability to access patient information remotely and with a high degree of mobility (i.e., handhelds)
2.4
B. Ability to share clinical information & communicate electronically between clinicians treating the same patient
2.3
I. Ability of patients to access their information and communicate with their caregivers
2.3
O. Ability to support and optimize end user workflows, acceptance and adoption of systems
2.1
H. Ability to support the streamlined flow of patients through the system (i.e., registration, scheduling, check-in/out)
2.1
E. Ability to understand the costs associated with the clinical services we deliver
1.9
D. Ability to understand and manage the overall health status of our patient population
1.8
K. Ability to access information (via Help Desk or online) to troubleshoot applications (i.e., the software)
1.7
L. Speed and reliability of the network
1.6
F. Availability of robust decision support and analytical tools to help make better business and clinical decisions
1.4
M. Security of our patient information and knowing we have reliable 24x7 access to it
1.3
J. Installation and support of desktop PCs (i.e., the hardware)
1.1
N. Ability to support revenue cycle processes, patient throughput, and business office workflows
0.9
G. Ability to manage other critical business information such as H/R, payroll and materials/supplies
0.7
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What C-Suites Need from the CIO
Key Finding
Focus Area
Ideal Future State
IT governance is not inclusive and
does not support accountability,
standardization, and end user
adoption
Ability to counter external competitive threats
An IT governance structure
flexible, sustainable, and
scalable enough to meet
internal and external threats
and exercise strong change
control
Ability to adapt to the changing needs of the
organization
System and strategy ability to support the
future needs of the organization.
Training and education programs ability to
promote optimal use of the system
Poor end user processes, training,
and adoption
System ability to allow providers to focus on
patient care
System ability to integrate workflows and
eliminate manual processes
Ability to be user friendly
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System and processes that
are integrated, user-friendly,
and adequately trained to
promote adoption and focus
on patient care
What C-Suites Need from the CIO
Key Finding
Focus Area
System does not facilitate improved
System depth to support the desired organizational
efficiency, quality, and safety in care
process
delivery
Ideal Future State
A system that supports and
allows continuous redesign and
improvement of organizational
processes
Ability to support mobility and remote access
No interoperability and
communication
An IT system and infrastructure
that promotes alignment,
IT environment to support effective communication
accessibility, and communication
through multiple channels with
System and processes to promote patient ease of
internal and external
use and accessibility
stakeholders
Ability to eliminate infrastructure limitations
Ability to support integration of information across
the continuum of care
Lack of integrated EMR for decision
Ability to provide information for adequate clinical
support and supported access to
decision support
information
Provision of information for staff modeling
capabilities and enablement
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IT system that is fully integrated
across continuum of care within
the organization and across the
greater community
What C-Suites Need from the CIO
Key Finding
Focus Area
Ability to engage the customer (IS Resources)
IT Resource Constraints –
Customer Service
IS as a liaison to clinical, operating, and financial
stakeholders
Ability to be reliable source of data/system access
Alignment with organizational strategy for ideal
future state
Ideal Future State
Robust IT resources to
provide customer support
and IT engagement
IT system that is fully
System does not support
integrated and aligned across
organizational strategic goals or
continuum of care within
Support
of
Stages
2
&
3
Meaningful
Use
Including
healthcare reform
organization and across the
HIE and Interoperability
greater community
Ability to support accountable care and population
health management
Ability to provide financial information to support
changing reimbursement models
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The CIO Response
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Effective IT Governance
CIO Response
Information Services
Executive Steering
Committee
IT Project
Management
Leadership
 Single “buck stops
here” governing group
 Simplified structure
across care continuum
with end user
representation
 Collaboration between
IT and clinical and
operational
departments
Physician Advisory
Committee
Data Governance,
Analytics and Knowledge
Management
Technology and
Infrastructure Standards
Adoption and Patient
Experience
Clinical Standards
Inpatient
& Ancillary
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Security &
Compliance
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Ambulatory
& Community
Revenue Cycle
Standards
Patient Access
Billing &
Payment
Methodologies
System Integration
CIO Response
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Responsive IT Organization
CIO Response
IT Strategy, Resources, Infrastructure, and Support Organized and Aligned to Promote
One Patient and One Record Enabled by Technology
&
lp
He
sk
De
ng
sti
e
T
A
FM
Tec
h
Inf nolo
tas
g
tru y an
ctu d
re
Integrated IT Team
m
Syste
n
Admi
BI, R
ep
& A orting,
naly
tics
op
skt
De port
Sup
- Build
- Configuration
- Optimization
- Testing
cy
ga s
Le stem
Sy
- Training
- Support
- Upgrades
p
Ap
Training
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n
tio
a
c
li
s
Effective IT Resource Planning and Alignment
CIO Response
Strategy without execution is just a conversation in theory
Execution without strategy is chaos
Effective
leadership
bridges the gap
between strategy
and execution
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Where are Your Pain Points?
Can
IT
DoAre
has
we
we
enough
prioritize
track
our
resources
our
goals
projects
as
Is
our
IT
all
of governance
our
investment
tobased
accomplish
executives
oneffective
ourour
and
strategy
goals,
as
process
and or
dollars
going
towards
does
operational
theefficient?
loudest
right?
leaders?
voice
achieving
our
goals?win?
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Connecting Strategy to Operations
Create
Effectively
alignment
prioritize
that
initiatives
will link your
and
Develop multi-year roadmaps to
strategy
projectstobased
your initiatives
on the strategic
to your
effectively plan strategic budget
drivers
goals
of the
andorganization
metrics
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Measuring Success
Manage
Executive
Track
andand
Dashboards
track
plan
your
strategic
success
that canin
Track large initiatives and small
the
accommodate
acquisitions,
boardroomservice
one
and hospital
on lines,
the project
or
and
an
projects
entire hospital
initiatives
floor system
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Generating Efficiency
Identify under-utilized and/or
inefficient IT applications
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Summary
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Summary - Goals for a Strategic CIO










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Assure effective IT governance
Align IT strategy with organizational strategy
Assure the IT organizational structure supports business needs
Empower organization to connect strategy to operations
Design systems around end user needs
Eliminate noise and bias in project identification by prioritizing
initiatives based on strategies
Identify under-utilized and/or inefficient applications
Plan and budget initiatives based on strategic goals
Optimize budget and resource planning
Execute and manage initiatives and strategy at executive and
operational level
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Questions?
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Thank You
Asher Kramer – National Practice Director, Strategy
Mobile: 207.831.5933 | Email: [email protected]
Visit us at leidoshealth.com
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