In some areas of the US, people have limited access to nurses, doctors, dentists and mental health professionals. Over several years we’ve been leading the Health Resources and Services Administration (HRSA) through digital business transformation to bring efficiencies and scale to their operations. This digital strategy aligns to their core mission of improving the health of people who need it most, strengthening the health workforce and connecting them to communities in need. Our work connected more than 16,000 health providers with more than 17 million patients.
The Imperative for Change
As part of improvements to public health, Congress significantly increased funding for programs placing health professionals in communities in need.
Publicis Sapient was engaged to help scale the business operations and systems and deliver significant increase in the health workforce in these communities. Our digital transformation effort needed to overcome organizational barriers to scale, such as legacy processes, lack of digital and data strategy and resistance to change.
The Transformative Solution
Informed by a deep understanding of their people, process and technology context, we improved the customer experience, establishing a web-based digital platform to replace a 35-year-old mainframe system and more than 23 legacy applications. This platform created a customer-centric digital environment and optimized interaction channels. The HRSA gained operational efficiencies (3x transaction volume with the same staff), completely paperless operations and is saving millions of dollars. A robust data management program was also established (leveraging data engineering, data science and data visualization) to help the client gain critical insights for strategic investments and data-driven policies to maximize impacts in communities.
- Human-centered design
- Agile principles
- Adaptive planning
- Evolutionary development
- Continuous process improvement
- Business process reengineering
- Carefully orchestrated change management
The Business Impact
HRSA is now well prepared to respond quickly to emerging public health emergencies, like the COVID pandemic when they projected impact on specific communities and mapped associated resources to address their needs.
They proactively influence policies and programs that promote health equity and data-driven decision making, significantly increasing positive health outcomes and expanding access to medical professionals for over 17 million patients.