CIO Bimodal José... · In the process of defining a digital ... Waterfall, V-Model, high-ceremony...

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CIO Bimodal

Juan Gutiérrez

Abril 2015

Digital Insurance Is the Path for Transformation

Digital insurance is the application of information andtechnology to enable new capabilities acrossthe insurance value chain for creating new

business processes, products, services and revenue sources,as well as optimizing and transforming existing ones.

Pollev.com/juanjoge71

It Is a Journey … and Most Insurers Are Still inEarly Phases

No priority yet

Digital strategy defined but not implemented yet

Digital strategy defined and in execution

In the process of defining a digital strategy

Completed digital transformation 0%

Source: Gartner (2015), n = 67

90% of insurers are currently undergoing a business transformation program

Digital Technologies Are Driving New Customer Experience Requirements

Traditional Digital

Where I obtained current policy Auto: 57% from local agent;

Home: 43% from local agent

Auto: 19% online from an insurance company;

Home: 14% online from an insurance company

I prefer to speak to a live rep. vs.

buying online

49% strongly agree 9% strongly disagree

Feel comfortable speaking to a rep.

via video

31% strongly disagree 21% strongly agree

I would like an electronic ID card 39% strongly disagree 22% strongly agree

I would use one or more of the online

comparison quote sites to get prices

for insurance products

11% strongly disagree 39% strongly agree

Preferred method to contact insurer

after claim

37% call insurer;

36% call agent/broker

6% email insurer;

4% email agent/broker;

2% use social media;

11% use PC/laptop;

2% use mobile web;

2% use insurer's mobile app

Source: 2014 Gartner Consumer Study of 6 Countries Survey; Data From U.S. Sample; n = 1,212

By 2017, 75% of IT

organizations will have a

bimodal capability.

Half will make a mess.

The main reason will be

because they didn't address

cultural issues.

What is a bimodal capability?

What does the bimodal road map look like?

How should you start?

Key Issues

Bimodal is not….

Agile development

Bimodal IT is the practice of managing two separate, coherent modes of IT delivery, one focused on stability and the other on agility.

Mode 2 is exploratory and nonlinear,emphasizing agility and speed.

Mode 1 is traditional and sequential,emphasizing safety accuracy.

Mode 1

Goal Reliability

ValuePrice for

performance

ApproachWaterfall, V-Model, high-

ceremony IID

GovernancePlan-driven,

approval-based

SourcingEnterprise suppliers,

long-term deals

TalentGood at

conventionalprocess, projects

CultureIT-centric,

removed from customer

Cycle times Long (months)

Mode 2

Goal Agility

ValueRevenue, brand, customer experience

ApproachAgile, Kanban,low-ceremony IID

GovernanceEmpirical, continuous, process-based

SourcingSmall, new vendors, short-term deals

TalentGood at new anduncertain projects

CultureBusiness-centric,close to customer

Cycle times Short (days, weeks)

CIOs should care about becoming bimodal because they cannot confront the range of needs presented by digital business with a single, conventional mode of IT.

ONE STRATEGY

TWO MODES

Underpinned by

THREE SUBCULTURES

Develop a

guardian

subculture to

keep everything

scalable and safe

RiskArchitectural Compliance

Regulatory

Compliance

Tough-mindedarbiters Big picture mindset

Traditional (Mode 1) IT needs a subculture focused on delighting

the internal and external customer.

Nonlinear (Mode 2) IT needs a subculture focused on exploring the new, and continually pivoting and adapting.

Minimum Failure Rates

Option Value

New Value Creation

Lean Startup

Multidisciplinary Teams

Self-Managed Teams

Self-Directed Teams

Bimodal Is Becoming Increasingly Real

Agilemethodologies

Multidisciplinaryteams

Adaptive sourcing

Different funding

Mode 2 outside IT

Different metrics

Work withstartups/SMBs

Bimodalsubcultures

Formal innovationmanagement

Crowdsourcing

Of Those Who Have Bimodal IT, the Average Proportion of Investments in Mode 2 Is 25%

Adoption of Bimodal Tools by Those On The Journey (n = 360)

38%of CIOs are on the Bimodal IT

journey

Prediction:By YE16, insurers

leading in digitalization will financially outperform slower

digital adopters by 100%.

Fail fast, fail frequent

Create Agility

ManageUncertainity

Validate, learn, pilot

Build to specification

Achieve costreduction

Achieve costfactibility

Resistance Tends to Be Rational, Emotional and Political

Rational

PoliticalEmotional

Does this make business sense?I am not sure we

have the resources.

What's in it for me?

Why do we need to change?

Does this make my influence grow?

Does this fit with my agenda?

Waterline

Ideal characteristics of a nascent Project Bimodal initiative

It´s a greenfield project requiring no big infrastructure changes

It´s innovative/transformative

It´s targets the end customer or citizen

It´s centers on the Nexus of forces

Select Your Projects Based on Their Mode 1 Impact

"A Project Will Never Scale If Mode 1 Is Not Willing and Fully Supportive."— Chris Osgood, Co-Founder and Co-Chair, MONUM

Impact on Mode 1

LowBimodal Maturity

Island

Extend

New Core

Replace-ment

Start With an Island Project

Virgin Atlantic:Pilots GoogleGlass With High

Value Customers

Luxottica: Creates Facebook-like Retailer Site

on CRM Platform

IPC:Replaces Mode 1 Credit Card Platform With Mode 2 System

City of Boston: Attempts OneCard for Metro Pass,

Library Card, School ID

Island

Replace-

Extension

New Core

Organizational Structure A — Mode 2 Reports to the CIO

Mode 1 Development

Mode 2 Development

Mode 1

Enterprise Architecture

Add Organizational Distance at First

Fast Track: DevOps, Automation and

ContinuousDelivery

Organizational Structure B — Mode 2 Reports Outside IT

Mode 1 Development

Mode 2 Development

The main limiting factor in Mode 2 isAccess to right skills, experience and

behaviors

Success in Project Bimodal

center in ..

Finding people with a Mode 2 Set

Creating organizationaldistance

Finding RM who act as Innovation Managers

Recommended Gartner Research

For more information, stop by Gartner Research Zone.

Bimodal IT: How to Be Digitally Agile Without Making a Mess

Mary Mesaglio and Simon Mingay (G00268866)

The End of the Waterfall as We Know It

Matthew Hotle and others (G00238330)

Three Steps to Successfully Implementing Bimodal-Aware

IT Governance

Heather Colella, Tina Nunno and Others (G00260166)

The Transition to Agile Methods Requires a Culture Shift From

'Me' to 'We'

Matthew Hotle, David Norton and Nathan Wilson (G00264305)

CONFIDENTIAL AND PROPRIETARY

This presentation, including any supporting materials, is owned by Gartner, Inc. and/or its affiliates and is for the sole use of the intended Gartner audience or other intended recipients. This presentation may contain information that

is confidential, proprietary or otherwise legally protected, and it may not be further copied, distributed or publicly displayed without the express written permission of Gartner, Inc. or its affiliates. © 2016 Gartner, Inc. and/or its affiliates.

CIO Bimodal

Juan Gutiérrez

Mayo 2015

Top Discretionary Areas Where Company Is Spending Highest Amount in New/Discretionary Funding in 2015

Security

Mobile

Legacy Modernization

Infrastructure and Data…

Digitalization/Digital…

BI/Analytics

Insurance IT Investments, 2015 to 2016

CIO Bimodal José... · In the process of defining a digital ... Waterfall, V-Model, high-ceremony...

Documents

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