Flipping a secure portal: Getting the most user experience for the buck

Envision that you and your team have been tasked with creating, upgrading or migrating a website where your customers can login with their credentials and have a world class user experience. You’re ready to go, but then in your first meeting everyone has a different opinion on what to do and how to get there. What should you do? Try and direct the conversation to core areas where you can get the most user experience return for your investment. If we were flipping houses I’d be pointing you to kitchens and bathrooms, but since it is a website that we’re flipping, I’ll point you towards the following ideas Continue reading

A hybrid approach to outsourcing: the role of close-proximity development centers

Offshoring and outsourcing service models are continuously evolving as service providers and clients mature.

The inclusion of development centers that are in close proximity to client locations as part of the service model is becoming increasingly attractive as service providers adapt to the need to improve their collaboration with client stakeholders, while remaining cost-competitive through a target onsite/offshore ratio. Having resources at close proximity is a win-win for both clients as well as service providers Continue reading

ICD-10 testing phase – 5 key points to consider

Given that there is one more year to go, the majority of the healthcare organizations should be prepared and ready to accept ICD-10 codes. Payers face a major challenge in working with providers and various clearinghouses to make sure they can accept the codes and have done adequate testing well in advance to avoid any last minute glitches. Most payer organizations need to prepare for the testing phase of ICD-10 which is rather cumbersome and painful considering the sheer number of partners involved.

In this blog, I will address the five key areas of testing that are often neglected and are very critical at this stage of the ICD-10 migration. Continue reading

The era of the new digital CIO

Attention all CIOs: If your job description hasn’t already changed, it’s about to. Welcome to the era of the new digital CIO; legacy business models are no longer driving the top line revenue that shareholders expect and in the words of Greg Fuller, VP of marketing, operations and technology at Pearson: “The things that made us really successful in the past will not make us successful in the future.  Scalable, direct relationships with customers can only happen digitally”.  Companies are losing market share, their customer base is shrinking, and compliance and other market factors are increasing the cost of doing business.  Household brands like Borders and Blockbuster disappeared when they failed to adapt, to innovate, and to listen to their customers. This is the reason Customer Experience Management (CEM) is now a top three priority for Fortune 2000 organisations. Continue reading

Embedding web analytics dynamically : Tool kit framework approach

In continuation to my previous blog that discussed on successful web analytics product selection through a use case, in this blog, I have listed methods to implement web analytics independent of the source code.

A typical issue of a solution engineer is such: the implementation of my web analytics tool is embedded in the source code. In order to scale-up to the latest technological developments in the market, I want to switch to another tool. But that would mean that I need to re-do implementation from scratch, which would involve cost and operational overheads. How do I overcome this issue? The answer lies in making implementation of the tool product agnostic, which involves creating a toolkit framework outside the source code. Continue reading

The patient-centricity era: Five key areas healthcare organizations need to focus on

National Health IT Week is being celebrated all week. As we start to look into the future, it’s clear that healthcare IT will play a major role in the U.S. economy. The federal government spends a total of $82 Billion annually (Sasso, “Hillicon Valley,” The Hill, 9/13). Add in the amount that the state governments and the private entities spend, and the amount could run into trillions. The biggest question is, are we getting the bang for the buck or are we just not getting it? Also, if we take into consideration the millions of dollars wasted every year, we need to ask ourselves, understand the reasons, and have an obligation to fix this issue.

As we celebrate National Health IT Week, it’ll be important to keep in mind five key areas that healthcare IT organizations must focus on Continue reading

Regulatory compliance and risk management – Role of BPM in driving efficiencies and flexibility for financial services firms

I’m excited about participating as a panelist at the FSOkx BPM Innovation Forum on September 17th.There is so much change currently happening in the financial services industry and BPM is perfect to help meet the tremendous challenges ahead.

In my 20+ years in the financial services industry, I have not seen so much change and pressure to meet regulatory requirements before. It is an upheaval of processes and systems. Making these large, complex changes to processes and systems are tough enough as it is, but when you see the number of regulatory changes coming down the pipe in the next 5+ years, it can be especially overwhelming! For example, there are more than 10 major regulatory/legislative changes happening in the next five years like Basel III, FATCA and Dodd Frank, all of which will have a direct impact on the way financial institutions do business. How can anyone keep up with these changes? In addition, how do businesses plan for these changes when there is still an influx of regulatory changes? How do you get visibility into your business to make these changes? Continue reading

The next dinosaurs: The media and publishing industries?

Legacy Media Businesses Get Trapped in a “Millennial Dilemma”

In our whitepaper, “Making the Shift to a New Millennial Enterprise”, we highlight how companies can avoid becoming extinct by embracing the changes and market disruptions brought on by the advent of two major forces; digitally-savvy consumers and key technology enablers such as the “SMAC stack” (i.e. the application of Social, Mobile, Analytics and Cloud technologies).  Adopting a proper “millennial enablement” strategy is key to survival in the modern age. Failure to execute on millennial enablement has resulted in many of these long-term, established companies going out of business or being sold for a fraction of their peak value.

Never has this been more prevalent than in the Media industry. For starters, does anyone want to buy a newspaper company? Continue reading

Avoiding 6 common pitfalls of large IT program management

Fortune 1000 IT departments are facing huge time and budget pressures from their business stakeholders to deliver faster, cheaper and better solutions. According to a recent study by Project Management Institute, organizations risk on an average $135 million for every billion dollars spent on projects due to deficient project and program management. As the findings from the study indicate – “high performing organizations that implement proven success indicators can mitigate risk by improving their project and program outcomes. 90% of their projects are meeting original goals and business intent, and they risk 14 times less than their low performing counterparts – creating a significant competitive advantage.”

My expertise has mainly been in managing and delivering large mission-critical and life-critical applications. Some of the most common pitfalls that I have experienced, that other program managers need to be aware of and prepare for, when dealing with large programs are Continue reading

Enterprise mobile QA: The truth about 5 common myths

Mobility is the next frontier of the enterprise.  As millennial consumers in a digital age, we are driving change to our employers, business partners, and even clients to allow for the same flexibility, speed, and interaction with data that we have in our personal lives. This applies to device usage as well as software development, access, and usability.

While we may play ‘Angry Birds’ or check in at locations on our personal devices, we are demanding the feature rich capabilities of GPS and camera integration, access anywhere, and mobile peripherals that exist in today’s devices. The expectation of technology and its capabilities has surpassed the enterprise’s ability to roll it out quickly, maintain, and customize it. Continue reading