webinar: leading healthcare insurer saves time and costs
DESCRIPTION
Chief Architect of Independence Blue Cross, Gregory Barnowsky, discusses their mobile strategy from discovery to implementation.TRANSCRIPT
Gregory�Barnowsky
Case Study: Independence Blue Cross Mobility Project
Chief�Architect�of�Enterprise�Architecture�at�Independence�Blue�Cross
Jeffery�KendallDirector�of�Healthcare�Sales�at�Kony
Copyright�©�2010�Kony�Solutions,�Inc.��CONFIDENTIAL 11
I d d Bl CIndependence�Blue�Cross�and�the�Kony Partnership
June�2012�Greg�Barnowsky�
Topics….
• Independence�Blue�Cross�– Company�Overview• Our�Mobile�Technology�Strategy• Our�Business�Vision�of�Mobility�in�Healthcare• Selecting�a�Mobile�Vendor�/�Partner�– Kony• Key�Considerations��when�selecting�a�Mobile�Vendor�Technology�Provider
• Our�current�Technology�Implementation�Approach• Current�Status�of�our�Mobility�and�Kony Applications
• Examples
Independence�Blue�Cross�– Company�BackgroundBackground
• Philadelphia�based�member�of�the�Blue�Cross�and�Blue�Shield�A i iAssociation— Corporate�Mission:�To�enhance�the�health�and�wellness�of�the�people�and�
communities�we�serve�by�increasing�access�to�quality�healthcare�and�d li i l th h d t d idelivering�value�through�our�products�and�services
— Membership�~ 3 Million mostly�across�5�southeastern�PA�counties;�with�subsidiary�businesses�in�NJ�and�DE
— Product offerings for all segments of the marketplace including: Managed— Product offerings�for�all�segments�of�the�marketplace,�including:�Managed�Care�(HMOs�and�PPOs),�Medicare,�Medicaid,�CHIP�(Children’s�Health�Insurance�Program),�and�Traditional�
Our�Mobile�Technology�StrategyCHOOSING THE RIGHT SOLUTIONSCHOOSING�THE�RIGHT�SOLUTIONS
• Challenges�Overcome�Costs�� • Investments�Considered��
Environmental�and�Internal�Hurdles
�Without�HTML�5.0�adoption,�top�U.S.�Smartphone�application�environments�vary�widely�in�capabilities�and in development tools and licensing*
Technology GAPS�to�Address
�New�Infrastructure�Support�Middleware�support�to�manage�the�device�access�to�backend�data�and�
li ti i l di dditi l b iand�in�development�tools�and�licensing*�
�Technology�tools�vary,�infrastructure�toolset�required,�security�and�data�management,�backend�host�integration�capabilities,�support�for�IBC�current�t h l d ti l i t
applications�including�additional�web�services�capabilities,�
�Updated�security�monitoring�upgrades�to�provide�remote�wipe�and�other�capabilities�such�as�member�l i d th ti ti i ttechnology�and�operational�environment
�Rapidly changing�market�in�device�capabilities,�applications,�and�technology�toolset�and�network�&�middleware�capabilities
login�and�authentication�services,�etc.
�New�Training, and�focus�to�“build�rapidly�internal�delivery�capability
�R l GAPS i R d S l i B l d�Investment�in�skillsets,�and�mindset�to�best�address�the�Smartphone�technology�is�needed�(e.g.�new�market�includes�gaming�features,��GPS,�integrated�voice�recognition,�mapping,�search,�telephony,��
bili )
�Resolve�GAPS�in�Resources�and�Solutions�Ͳ Balanced�delivery�capability�between�internal,�external�or�Third�Party�Solutions�and�External�Staff�augmentation
�Address�Ͳ Cost�Effective�Mobile�Development�mobility,�etc.�etc.�etc.) technology�toolset
Our�Business�Vision�of�Mobility�in�Healthcare
Our�Business�Vision�of�Mobility�in�Healthcare
The Basics: mHealth: Gamification:The�Basics:Customer�Service,�Administration
mHealth:Wellness,�Medical�Management�
Gamification:Marketing,�Sales,�
Wellness
Mobile�Member�Portal�for�
Exercise,�Nutrition,�and�
Game�Apps�to�Gain�Market�
Customers Tracking�Apps Attention
Apps to Engage
Apps�for�BrokersMobile�
Connected�Devices
Apps�to�Engage�Members�and�
Reward�BehaviorsBehaviors
Our�Business�Vision�of�Mobility�in�Healthcare
The Next-Gen Mobile Insurer: K A d F ti litKey Apps and Functionality
mHealthGamification
Customer�Service�and�Administration Common�Themes
Rapid�InnovationChannel�IntegrationEase�of�Use,�UsabilityCustomer�Engagement
Selecting�a�Mobile�Vendor�/�Partner�– Kony….
• Key�Capabilities�of�Mobile�Develop�ToolsetS f HTML 5 0• Support�for�HTML�5.0
• Cross�platform�support• Security�• Integration�with�IBC�Operating�Environment
• Portals,�transactional,�datawarehouse,�and�internal�corporate technology (e g SharePoint)corporate�technology�(e.g.�SharePoint)
• Support for “games” and high-localized performance• Partnership and vendor viability
• Rigor – Followed IBC Technology Selection ProcessRigor� Followed�IBC�Technology�Selection�Process• 40+�vendors�evaluated�initial�“pool”�• >�1�year�duration�(longest�on�record)
The�KONY�CoE Ͳ Fast,�Agile�and�CostͲeffect�mobile solutionsmobile�solutions
Building�Kony Applications
• Current�activity¾ I i i l P l d¾ Initial�Prototypes�completed�
— <�90�days�for�feature�releases— Launching�our�Member�Mobile�Release�2.0�w/�Kony team— Agile�Methodology�— Linked�to�IBC�Strategic�and�Business�Development�group
• Lessons Learned• Lessons Learned¾ Take Center of Excellent (CoE) approach
— Application Architecture is a great start for these skills¾ Utilize Agile Methodology¾ Utilize Agile Methodology ¾ Start small – revamp an existing mobile app and re-platform to Kony¾ Don’t forget your partner? Leverage KONY Support!
Current�IBC�Kony Applications
EXAMPLESEXAMPLES
Payment�Reminders�Application�
DescriptionPayment�reminders�to�help��members�to�keep�track�of�their�bill�payments�and�due�dates.��
Benefits / Features SolutionBenefits�/�Featuresy Display�a�calendar�with�the�due�date�
highlighted�for�each�month�y Notify�the�member�in�advance�when�a�bill�is�
Solution
due�by�displaying�an�alert�on�the�application�icon
y When�payment�is�overdue�the�application�icon�color�can�change�to�red
Reminder MBR�CRM
y Display�the�payment�amount�and�coverage�period�dates
y Display�payment�history�information�such�as�the�transaction�date,�the�amount�and�the�
Kony
Payment
MBR�Contact�Mgr
status�(paid)
Payment�Notice eBilling (eBB)Event�Mgr
Doctor,�Pharmacy�and�Hospital�Finders�
DescriptionD Ph d H i l Fi d hi l di i dDoctor,�Pharmacy�and�Hospital�Finders�– graphical�directions�and�nearest�locations�with�match�to�current�Member�Profile�and�Preferences�for�Health�Products. Solution
Benefits�/�Featuresy Profile�based�fast�location�servicesy Formulary finders/ 24 hour pharmacyy Formulary�finders/�24�hour�pharmacyy Emergency�service�and�nearest�ED�(for�
out�of�town�emergencies)y Rank�locations�by�cost�and�quality�
locationy Customized�search,�incentives,�and�
“healthy�workout�locations”�– (e.g parks,�swimming areas, etc.)
•Location�history•Average�Speed•Previous�Rewards
•Location�history•Average�Speed•Previous�Rewardsswimming�areas,�etc.)�
Enhanced�Fitness�and�Personal�Health
DescriptionAllow members to search for fitness centers check in for workouts andAllow�members�to�search�for�fitness�centers,�checkͲin�for�workouts,�and�enroll�in�the�Healthy�Lifestyles�Fitness�Program.�Log�visits�to�the�gym�using�GPS�tracking,��which�counts�towards�the�members’�discount�program�for�reimbursement.�
Solution
Benefits�/�Featuresy Fitness�Center�Search�– search�on�fitness�
SolutionGPS�GeoͲfence
center,�address�or�zip�and�state�or�using�current�GPS�location
y Fitness�status�to�display�on�app�–Current/anniversary�dates,�number�of�visits,�
• Healthy�Lifestyles�Rewards
• CheckͲin�status• Fitness�data
Fitness�Center
/ y , ,days�remaining
y CheckͲin�using�GPS�location�to�any�participating�gym.��Save�member�data�locally�so�no�need�to�keep�reͲentering�it�(Pin,�USI,�p g ( , ,etc.)
15
Fitness�Center�Search
Member�Data
Kony�Overview
Who�uses�Kony
3�of�the�top�6�U.S.�automobile�brands
3�of�the�top�5�largest�insurance�companies
3 of the top 5 largest passenger airlines in the U S3�of�the�top�5�largest�passenger�airlines�in�the�U.S.
2�of�the�top�3�banks�in�the�U.S.
2�of�the�top�6�largest�auto�insurance�companies
17Copyright�©�2012�Kony�Solutions,�Inc.��CONFIDENTIAL 17
Value�to�Payers�for�Mobile�Apps
� Member�ID�Cards:� On�average,�a�replacement�member�ID�card�is�$5.00Ͳ
7.00�per�card�� PBM�Functionality� Allowing�patients�to�request�mail�order�online�can�
increase net profit of about $10 00 per 90 day fillincrease�net�profit�of�about�$10.00�per�90�day�fill.� Reducing�Call�Center�Interactions� Reduce�cost�by�$12Ͳ15.00�per�call
� It’s�in�the�RFP’s!� Companies�such�as�Google,�Intel�and�others�have�
placed�REQUIREMENTS�for�mobile�access�in�their�search�for�a�new�health�plan
� Healthcare Reform� Healthcare�Reform� In�2014�Health�Insurance�Exchanges�will�drive�more�
needs�for�consumerization�of�health�plan�purchasing.
18Copyright�©�2012�Kony�Solutions,�Inc.��CONFIDENTIAL 18
Example�Payer�Use�Cases�for�Mobility
� Member�Facing�Apps� Member Cards
� Employee�Facing�Apps� HR Mgmt� Member�Cards
� Rx�Management� Claims�Management
W ll / Adh
� HR�Mgmt� Corporate�Intranet� Closed�Loop�Feedback
SFA / CRM� Wellness�/�Adherence� Plan�Compare�/�Shop� Cost�Estimation
� SFA�/�CRM� Broker�/�Enrollment
� Provider�Facing�Apps� Formulary�Mgmt� Claims�Status� Cost�Estimation� Pay for Performance
19Copyright�©�2012�Kony�Solutions,�Inc.��CONFIDENTIAL 19
Pay�for�Performance
Paths�to�Success
Custom�B2C,�B2E�App
Configurable�preͲbuilt appsg p pp
MultiͲChannel�EnterpriseApplication�Platform�(MEAP)
20Copyright�©�2012�Kony�Solutions,�Inc.��CONFIDENTIAL 20
KonyOne�MultiͲChannel�Platform
KonyOne Server
� Lightweight�orchestration
KonyOne Studio
� Standards�Based�Eclipse�Plugin
Kony�MultiͲChannel�Application�Management
g g� Mobile�optimized�
transport/messaging� Enterprise�connections� Device�database�(9000+�devices)� Logging�&�Analytics
P h N ifi i
p g� Javascript &�Lua based� Define�and�test�mobile�apps:
� Drag�and�drop�widgets�� Customize�widgets�to�specific�
device,�iOSD fi
Server�Side� Assign�policy�to�apps� Test�&�deploy�apps�to�app�
store� Assign�User/Group�to�app
� Push�Notifications� Define�events� Connect�to�backend�services�
and�data� Preview�on�the�fly
� Generate�apps�for�channels� Test with emulators and devices
� Send�notifications�to�app� App�analytics�&�reporting
Client/Device�Side� Secure�device�container�� App store app
Only�Kony…Only�Kony… Only�Kony…
Test�with�emulators�and�devices App�store�app� Policies�enforced�at�run�time
DEVELOP������������������������������������DEPLOY���������������������������������MANAGE
� Supports�BYOD�for�all devices� Offers�softly�partitioned�app�
container�on�device�for�security� Delivers�centralized�console�for�
management�of�server,�sync,�apps
� Supports�multiͲchannel�development�within�code�base
� Supports�7�native�OSs�+�HTML5�Hybrid�&�Mixed�Mode
� Delivers�standardsͲbased�HTML5�APIs
� Offers�integrated�B2C,�B2E�server� Provides�loosely�coupled�architecture�
and�lightweight�middle�tier� Supports�integrated�data�and�SMS�
synchronization
21Copyright�©�2012�Kony�Solutions,�Inc.��CONFIDENTIAL 21
pp
Kony�PreͲBuilt�Apps
Feature�Complete9 Leveraging�industry�experience9 Hundreds�of�use�cases�per�app
Configurable9 Make�changes�without�rebuilding�or�republishing9 Enable/disable�features�and�rulesp pp
Extensible9 Add�custom�or�3rd party�modules9 Support�businessͲspecific�requirements
Universal�Connectivity9 Standards�based�connectivity�via�Web�Services�(Rest�or�
SOAP),�JSON,�Java�connectors�or�website�data�Scraping9 Connectors�to�SAP,�Oracle,�Siebel,�and�other�legacy�
systemssystems
22Copyright�©�2012�Kony�Solutions,�Inc.��CONFIDENTIAL 22
Empowering�Members Everywhere:�Health�Plan�App
Medication�SearchNew�RevenueResearch�medications�and prices
Research�and�shop�for plans and�prices
Request�and�get�an�instant�quote�
for�plansSave�search�
results�
Provider�Rx�ePrescribe
Rx�conversion�
Rx�journal�and�reminders
Plan�InfoFind�Facility�/�Provider
Contact�a�representative�
opportunities
Find�providers�(geoͲbased�locator)
View/track�all�claims�by�plan�member
View�benefits�information�by�member�
Find�facilities�(urgent�care pharmacy)
Research�symptoms�and�conditions�
Graphical�3D�ID�Cards�(view,�eͲmail�or�print)
Plan�expense�summary�
Account�balance�
care,�pharmacy)
Filter�and�sort�results�by�specialty,�type�and�distance
23Copyright�©�2012�Kony�Solutions,�Inc.��CONFIDENTIAL 23
Contact�and�schedule�appointments
details�
KonyOne�SLA:�Future�Proofing
Today
Kony�Platform�Version 3.0 3.5 4.02.5 4.5 5.0 5.5 6.0 6.5
4.x 5.xToday
3.0 4.02.3
6.0.0 7.0.0Kony�has�you�coveredOS�Upgrade�– 30�days*
New�Device�on�New�OS�– 90�days*7.0 8.0
1 0
*�from�release�to�developers
24Copyright�©�2012�Kony�Solutions,�Inc.��CONFIDENTIAL 24
1.0
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