In 2018, the chief information officer of Bupa – the international health care group, Sami Yalavac increased staff engagement by 51 per cent and increased its net promoter score (a measurement of employee loyalty) by 50 points during the healthcare giant’s tech transformation. There were 5 key shifts that that allowed this to happen according to Yalavac. To implement the 5 shifts below, the way members of the IT group thought about what their roles had to be turned upside down, changing focus from just running technology to business engagement, consulting, brokerage and orchestration.
The 5 key shifts according to BUPA are as follows:
Key shift 3: Be fit for the digital age
We must invest in our culture to drive our transformation journey and have a strategic approach to developing our people. Without the best climate for the team to work in, people either don’t work well or we lose people. We also require a clear and strategic direction around how technology will enable becoming a digital business and also be careful not to add features onto a foundation of technology that is either flawed or outdated.
Besides, architecture must be flexible, adaptable, expandable, and thought of as a long-term reusable commodity and leverage areas like cloud and integration/APIs to accelerate the transition.
Key shift 4: Right speed delivery
We must be able to adjust and adapt our delivery speeds in an agile way based on the need we are looking to address rather than operating at one speed of delivery. The working style of our IT teams must shift from being siloed to cross-functional teams. Highly automated and repetitive tasks must be automated and the shift from being project-centric to service centric should also happen.
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