Remote Workforce Innovations. Jason Bickford HIMS Applications Director Banner Health

Transcription

1 Remote Workforce Innovations Jason Bickford HIMS Applications Director Banner Health

2 Based in Phoenix, AZ President / CEO Peter S. Fine 7 states / 23 Hospitals 4,330+ beds 37,000+ employees HIMSS Stage 7 (21) Most Wired Award 2012 To make a difference in people's lives through excellent patient care.

3 HIMS Home Based Teams (200+ FTE s) Arizona Region Coders (150) Western Region Coders (50) Denials Management (12) Enterprise Master Patient Index (7) HIMS Transcription Support (5) Transitioning later this year BMG Physician Coding (50+)

4 Remote Connectivity Options

5 Cox and Banner Health Alignment How can Cox assist? Partner to offer an exclusive offer to Banner Health Employees on Cox award winning Internet services! About Cox Internet Service Fastest Internet Speeds in AZ 2011 PC Mag ranked Cox Residential Service as fastest Internet Service Provider Nationwide Perfect for VPN and Working from Home o Cox uses Preferred Internet for internal work from home employees Offer Recommendation: Cox Preferred Internet Speed 25 MBPS Download Speed Free Cox Security Suite Plus powered by McAfee Protects up to 5 computers Anti-Spam and Anti-Phishing software Up to 10 accounts (2 GB storage per) 24 hour technical support 5

6 Web Portal Dedicated Cox agents scripted to assist with upgrades Support Team Knowledgeable about SSLVPN and home to business connections

7 Cox Options

8 HIMS Remote Support Banner I/T Support Desk (24/7) HIMS Application Support team of 6 (24/7) Hardware/Software Support: Desktop or laptop with dual monitors and VPC Remote connectivity troubleshooting and in-home service support and installation Cisco WebEx Remote Support

9 The Business Challenge FTE growth + Real Estate = $$

10 Corporate Services Optimization Projects (Reimaging the Workplace: Remote Work) (5) Banner Corporate Centers The Banner intouch program, will be designed to create highly flexible workspaces to better address the unique needs of our home, mobile and office-based teams. This program will provide education and support for teams and individuals on how to effectively implement and leverage these innovative new work environments. This will enable Banner to more efficiently align our physical workspace requirements with the evolving needs of our increasingly flexible workforce. Once implemented, this program will not only reduce organizational expense, but will also provide employees and teams the opportunity for improved productivity, employee engagement and better work/life balance.

11 Projected FTE Growth Corp staff growth over past 5 years has averaged 11% per year.

12 BANNER HEALTH LOGO Main Menu About intouch Workstyles Workspace Technology Support intouch About intouch Time to get.intouch intouch Benefits intouch Workstyles intouch Workspaces Technology Support

13 BANNER HEALTH LOGO intouch Main Menu About intouch Workstyles Workspace Technology Support What is intouch? Why now? intouch Goals intouch Benefits About intouch intouch, is designed to create highly flexible workspaces to better address the unique needs of our home, mobile and office-based teams. This program provides education and support for teams and individuals on how to effectively implement and leverage these innovative new work environments. Workstyles Workspaces intouch Flexible Work Arrangements Technology

14 BANNER HEALTH LOGO intouch Main Menu About intouch Workstyles Workspace Technology Support What is intouch? Why now? intouch Goals intouch Benefits Why Now? The changing workforce, business processes, and pressures on cost reduction and operational improvement are factors that are encouraging continued change. Changing Workforce Business Process and Cultural Change Cost Reductions and Operational Improvements Changes in workforce demographics High demands for flexibility to retain and attract talent Demands on employee work/life balance Generation X and Y employee expectations on how work gets done and work/life/health balance Virtual work force alternatives Workers are more likely to have laptops and mobile phone lines Work policies that support virtual and mobile work Transforming organizational culture to results-driven focus Increasing strategic importance of real estate Pressure to reduce the corporate carbon footprint Operational and real estate cost reductions/ avoidance More efficient, flexible location growth strategies

15 Flexibility Collaboration Real Estate Utilization BANNER HEALTH LOGO intouch Main Menu About intouch Workstyles Workspace Technology Support What is intouch? Why now? intouch Goals intouch Benefits intouch Goals intouch responds to the changing environment, driving towards program goals of improved flexibility, collaboration and utilization Employees work in the way that makes them most successful and productive Drives talent acquisition and retention Employee engagement and productivity gains Employee/leader partnership placing emphasis on accountability and results Facilitates innovation through vibrant, open environments designed to support idea generation and creativity Collaborative technology creates connectivity across work environments, contributing to employee engagement and productivity Enables more effective real estate utilization by redirecting underutilized individual space to shared space Enables reinvestment of funds back into the business

16 BANNER HEALTH LOGO intouch Main Menu About intouch Workstyles Workspace Technology Support What is intouch? Why now? intouch Goals intouch Benefits intouch Benefits intouch is good for employees AND good for business. Employee Benefits Organizational Benefits Increased flexibility to balance work/life/health needs Ability to meet the needs of colleagues and clients, while meeting personal needs Greater ability to concentrate leading to increased productivity Savings on work-related expenses (commuting, meals, clothing and dry cleaning, etc.) Reduced stress due to eliminating/reducing the office commute Increased control over work location and hours Enhanced social networking through working in different spaces and locations Improved productivity and employee engagement Decreased absenteeism Reduced turnover Ability to attract/retain employees who otherwise would be unable or unwilling to work Real estate optimization

17 BANNER HEALTH LOGO Main Menu About intouch Workstyles Workspace Technology Support intouch intouch Workstyles Three Workstyles have been developed. Employee roles are paired with a workstyle that refocuses the use of space to encourage collaboration, flexibility and convenience as employees use seats when needed rather than being assigned space across the board. inoffice inhome inmotion Role requires dedicated, space and daily responsibilities in the office 5 days per week. Assigned a single dedicated individual workspace and chooses among various collaborative workspaces to meet and connect with others. Role does not require dedicated workspace. Consistently works from home 3+ days per week. When at the corporate office, chooses from various individual and collaborative workspaces depending on need. Role does not require dedicated workspace. Often works between corporate office and other locations 1+ days per week. Chooses from among various individual and collaborative workspaces depending on need.

18 BANNER HEALTH LOGO Main Menu About intouch Workstyles Workspace Technology Support intouch intouch Workspace The InTouch environment is organized into areas designed to support particular types of work. inoffice My Place Individual Workspace Dedicated, individual workstations or offices For InOffice employees Technology enabled voice and data connectivity Cubes/Offices For focused individual work that requires quiet Available by reservation on Outlook A more segregated area with library-like rules Technology enabled voice and data connectivity inmotion OUR PLACES Huddle-Cubes An Energetic area that supports collaborative activities A highly flexible space to allow different activities Technology enabled voice and data connectivity Work Bars and Lounges An open, more public zone Distributed throughout the space for easy access Technology enabled to support collaboration Conference and Team Rooms Collaborative areas that provide acoustic privacy Available by booking on Outlook Distributed throughout the space for easy access Technology enabled voice/data connectivity

19 BANNER HEALTH LOGO Main Menu About intouch Workstyles Workspace Technology Support intouch intouch Technology

20 BANNER HEALTH LOGO Main Menu About intouch Workstyles Workspace Technology Support intouch intouch Support When implementing a program like this, the key critical success factors are managing a successful implementation and providing the appropriate level of support afterwards to ensure continued success. The following items will be available to teams that convert to the intouch program. intouch Intranet Site Central information hub for all program information. Access to online and downloadable training materials. Register for live training courses. Leader toolkit resources. Frequently Asked Questions. Success stories from other intouch teams. IT Support Desk IT helpdesk will be trained to support your intouch technology questions including: Systems access Network Connectivity Productivity tool support Phone services intouch Team When your team is going through an implementation, you will be support by a full project team dedicated to: Providing employee orientation and leader training. Coordination of your implementation process Testing to ensure highest quality

21 BANNER HEALTH LOGO Main Menu About intouch Workstyles Workspace Technology Support intouch

22 Corporate Renovations

23 intouch Workspaces

24 Home Office Environment

25 intouch Challenges Performance Monitoring Performance Measurement Managerial Control Mentoring Colleague Envy Rounding Technology Availability Communication Interpersonal skills Organizational Loyalty Customer Interaction

26 intouch Policy Changes Combine current telework/telecommute policies into new intouch agreement. HR developed draft policy for pilot use Will make policy changes after pilot completions. Allows us time observe and measure pilot inputs to policy needs.

27 Workshifting

28 Citrix says New business requirements are transforming the demands placed on IT. To operate effectively in today s fast-paced global environment, organizations need to be able to get work done anywhere, anytime, by any type of worker to achieve the best results. This is the context for the rise of workshifting the practice of moving work to the most optimal location, time and resources.

29 Trends & Stats 93% of organizations plan to establish a flexible work environment by no later than the end of % of employers offer flex-time, part-time work scheduling options, and/or occasional telework to some or all staffers. 87% of survey respondents say 1/4 of their productivity is dependent on working virtually 38% of businesses are looking to reduce real-estate expenses via alternative workplace strategies. 91% of companies plan to launch desktop virtualization by the end of 2013, in large part to accommodate work shifting.

30 Always On 54% check their smartphone (not counting phone calls) no less than three or four times an hour, even when not working. Why? To stay on top of things They work with people in other time zones Out of habit... for no particular reason Important Qualities of Team Members Being proactively engaged Willingness to share information Ability to collaborate

31 Top 10 Changes to the Workplace in the Next 5 Year Years 1. The office becomes a ghost town as more managers and organizations accept the reality of telecommuting 2. Telecommuting leads to loss of social skills, resulting in inappropriate behavior, anger, and lawsuits when employees have to deal face-to-face. 3. Generation Y rules the roost, demanding the tools they need to collaborate. 4. The Baby Boomers settle for semi-retirement, and smart employers tap their knowledge base. 5. Old-line companies that don't accept the work-from-anywhere philosophy lose out on great job candidates, and productivity suffers. 6. The static, hierarchical org chart becomes a dynamic maze of project-based relationships. 7. Companies save big on training costs and travel expenses with online alternatives. 8. Collaborative software and project management tools kill the Friday afternoon staff meeting because updates happen all week. 9. Sustainability and corporate social responsibility become facts of life in hiring. 10.Video gets the company closer to the customer.

32 How do you get started? Develop: A Core Project team with key stakeholders and operational sponsors (Facilities, H/R, I/T and SME s) Create: Project charter, team list, financial statement, stakeholder analysis, and implementation schedule Assess: space, technology, and productivity metrics (phone, fax, print and other collaboration tools) Change Management Components: P&P, employee and leader training, communication plans, and issues/support management.

33 Role Mapping / Technology Planning

34 Training Offerings

35 Outcomes Through Three Phases

36 In closing... Organizations today need to adopt work force innovations that are transformative in nature in order to meet growing employee demands, budget optimization, and trending technologies that will shape the way we work in the future.

37 Thank you! Questions?