View
1
Download
0
Category
Preview:
Citation preview
Strategic Customer Management: Using Customer Datato Create Value
April 13, 2007
Marty MoseleyChief Technology Officer
2
Key Enabling Infrastructure for SOA Deployments
Maintains the integrity of underlying data as the consuming applications become increasingly fragmented
The future is a Service-Oriented Data Architecture
DBDW DW
DB
DataWarehouse
ETL Service-OrientedData Architecture
(SODA)
X
X
X
DB
X X
DBX
3
The Problem…
Data Sources
Marketing
DataWarehouse
CallCenter
Sales ERP
Web
SelfService
Consuming Applications
Call Center
Portals
Business Intelligence
Dashboards
CompositeApplications
Sales/MktgAutomation
ERP
IDC Estimates:Average company has 49 applications in 14 different databases Typically no more than 20% of the customer data resides in one location
ComputerWorld:Fortune 1000 companies have seen their data grow on average from 190TB to 1 petabyte (1 million gigabytes) over the past 3 years
4
Enabling a Service Oriented Data Architecture
Customer Data ServiceCustomer Data Service
CDI Service Examples
CDI Service Examples
Create Unique CustomerCreate Unique Customer
Get Corporate HierarchyGet Corporate Hierarchy
Identify Highest Value CustomerIdentify Highest Value Customer
Consuming Applications
Call Center
Portals
Business Intelligence
Dashboards
CompositeApplications
Sales/MktgAutomation
ERP
Data Sources
Marketing
DataWarehouse
CallCenter
Sales ERP
Web
SelfService
5
CDI Is at Work When You…
…Purchase Software
…Pick Up Your Prescription
…Apply for a Loan
…Check In & Earn Points
…Identify Risks
…File Insurance Claims
…Register for careCedars-Sinai
Health System
6
CDI is the “Entry Point” to MDM
2010
Products
Equipment
Financial Assets
Vessels
Containers
Weapons
Locations
Drugs
Suppliers
Crimes
VINs …
Customers
Prospects
Patients
People
Citizens
Employees
Vendors
Suppliers
Trading Partners
CDI Focus ison Individual & OrganizationalEntities:
MDM Expands the Problem to Include New Entities:MDMMDM
$6.5B$6.5B
CDICDI$2.1B$2.1B
7
CDI – “The Cornerstone” for Internal Company, Regional, National & Global Initiatives
FBIPolice
FBI
INTERPOL
Hospital Regional Healthinformation Org.
National HealthInformation Network
Disease Management(SARS, Aids, Avian Flu)
Law Enforcement Crime/IntelligenceAnalysis
Homeland Security Immigration
Know Your Customer e-Commerce OFAC Compliance Money Laundering
8
Customers Will Implement…Then Change
CentralizedHybridRegistry
9
ROI – The Journey
Time - Months
Business Value &
ROI
High
Low
Potential End State
CDIStart
Initial Phase
ROIInitial
Resolve…Relevant
Relationshipsin the Data
Synchronize…Data, Systems,
Processes & People
Master…Your Data
6 12 18 24
Start w/ Resolve
Start w/ Master
10
Initiate Provides an Elegant Solution…to a Complex Problem
Marketing
James Jones(Name)
35 W. 15th Street(Address)
Toledo, OH(Address 2)
ERP
Jim Jones(Name)
35 West 15th St.(Address)
Toledo, OH(Address 2)
Sales
J. Jones(Name)
35 West 15th Street(Address)
Toledo, OH(Address 2) Sales
CustomerSupport
Marketing
INFORMATIONJames(First)
35 West 15th Street(Address)
Toledo(City)
Jones(Last)
OH(State)
MGender)
30(Age)
11
Initiate Identity Hub™: “Strength at the Core”
Initiate Identity Hub™ SoftwareInitiate Identity Hub™ Software
Extr
act
sExtr
act
sA
PIs
AP
IsW
eb
Serv
ices
Web
Serv
ices
Even
ts &
Ale
rts
Even
ts &
Ale
rts
Mess
ag
ing
Mess
ag
ing
Orc
hest
rate
dS
erv
ices
Orc
hest
rate
dS
erv
icesData
StewardshipData
StewardshipBatch
SupportBatch
Support
TransactionSupport
TransactionSupport
Security &Audit TrailSecurity &Audit Trail
AccuracyAccuracy
PerformancePerformance FlexibilityFlexibility
ScaleScale
Call CenterCall Center
CRMCRM
SalesSales
OrdersOrders
Self-ServiceSelf-Service
WebWeb
MarketingMarketing
ProfilesProfiles
12
Proven With Large, Blue Chip Organizations
Healthcare Commercial Public Sector
Partners
13
Initiate Across the Healthcare Ecosystem
AnthemBCBS of MNBS of CABCBS of KansasHumanaOptumUnited HealthWellPoint
AlbertsonsSupervaluRxHubWal-MartCVSKroger’sLong’sSurescripts
Pharmacy & PBMs
Regional/National
Initiatives
Payers
PAML
Reference& Referral
Labs
Hospitals & IDNs
FL Dept.of HealthOntarioManitoba
Technology & Data
Providers
IBMAgfaCSCAccentureMicrosoftIDXIngenixQuovadxNDMA
Carolinas HealthCareCatholicHealthcare WestCedars Sinai
Children’s HospitalDenverGundersen LutheranIowa Health System
Lehigh Valley HospitalLuther MidelfortMaine General HealthNorthwest CommPark Nicollet
Partners HealthCarePeace HealthProvidence SentaraSouthern Illinois
Sparrow HealthSutter HealthTrinity Health
Physicians & Other Caregivers
DCIPASutterUPHPark Nicollet
Initiate has become a Initiate has become a ““verbverb””
AvailityBronx RHIOCaresparkBMINuffield Hospitals
ACT HealthNewfoundlandNORradAlbertaSaskatchewan
VABritish ColumbiaCalgary Health RegionCapital Health Authority
BannerBaylorBJC
Universityof CA, DavisUPMC
Corporate OverviewCorporate Overview
C A L I F O R N I A
A L A S K A
M O N T A N A
O R E G O N
W A S H I N G T O NI D A H O
U T A H
$185M+$185M+Annual RevenueAnnual Revenue
25%25%Per YearPer Year
GrowthGrowth
Unique PatientsUnique Patients7M7MInitiate Identity Hub™Initiate Identity Hub™
ininTransactionsper Day
Transactionsper Day
36,00036,000
Results Linkedin CDR
Results Linkedin CDR
130M130M
4 Successful4 SuccessfulJoint VenturesJoint Ventures
Business & IT ObjectivesBusiness & IT Objectives
Improve Operations
Increase Customer Satisfaction
Improve Customer Service
To provide a complete view of each patient to:
Improve Patient Safety
Quality of Care
Business & IT Goals Achieved EarlyBusiness & IT Goals Achieved Early
Patients receive a consolidated bill reflecting allepisodes of care, regardless of where the care was provided or which insurance provider is responsiblefor the claim Patients can track deductibles, co-pays andother financial matters in a single statement Physicians, payer, and public health view comprehensive, linked lab results from multipledoctors and hospitals, enabling them to recognizetrends, make comparisons and deliver higherquality, more cost effective patient carePAML information is filed with other clinicalinformation in a community clinical record
Additional Value Achieved Additional Value Achieved DSO (Days Sales Outstanding)from 60 days down to 35 with improved data quality (1 day dropin DSO saves $150,000 annually)
500-1,000 mail returns each day eliminated - saved $10,000 permonth in reduced mailing once Initiate Identity Hub™ software “remembers” bad address
Enabled API Integration withUS Post Service and Melissa Data for address validation
6060DaysDays
3535DaysDays
+ Improved Data Quality
APIAPI CorrectAddress?
Additional Value Achieved (cont’d)Additional Value Achieved (cont’d)Enabled value add programs(Client retention as valuableas new market share)
Utilization reporting for payers
CDI/EMPI generated accurate list for Group Health to send right literature to the right patients (e.g. diabetic literature)
PAML knows the patient fromencounter to encounter and is ableto link across business units
Enabled PACLABphysician portal
CDI/EMPICDI/CDI/EMPIEMPI
UtilizationReporting
DiabeticLiterature
Additional Value Achieved (cont’d)Additional Value Achieved (cont’d)
Enabled any care provider to communicate with the CDI/EMPI via web service queries (e.g. client hospitals use their own web portal application to accesslab results)
Enabled Microsoft'sCRM application
Web ServiceQueries
EMPIEMPIEMPI
Future PlansFuture Plans
Expand use of Initiate Identity Hub™software within immediate region
Implement the Identity Hub to capture and link Provider ID’s across business systems
Integrate all Joint Venture PartnersEMPI for patient identification
Expand use through real time web service query for EMR order entry interfaces
21
Every Child Matters
HospitalHospital
CriminalRecordsCriminalRecords
BirthRecords
BirthRecords
SocialServicesSocial
Services
PolicePolice
SchoolSchool
SiblingsSiblingsPhysicianPhysician
C++ Binding
Enterprise Integrator
.NET Adapter
J2EE Binding
ETL Data Transform
Messaging Bus
(IBM MQ)
DataFederation
WebServices
DataHub
DataHub
DataHub
DataHub
DataHub
DataHub
DataHub
DataHub
DataHub
Sharing information on children will improve child Sharing information on children will improve child welfare and reduce the incidence of child abusewelfare and reduce the incidence of child abuse
ParentsParents
Enterprise Integrator
22
Initiate Systems…at a Glance
Founded: 1995, Chicago (HQ)
International Offices: London, Sydney, Toronto
Customers: 100+, multiple industries, 3 continents
Employees: 191 EOY 2006
Investors: Sigma Partners, Apex Venture Partners, In-Q-Tel, MK Capital
Revenue Growth
$17M
$26M
$45M
2004 2005 2006 2007P
Initiate is the leading pure play vendor in rapidlyInitiate is the leading pure play vendor in rapidlygrowing $6B CDI / MDM market opportunity growing $6B CDI / MDM market opportunity
Recommended