Healthcare organizations are struggling to keep up with dramatic and unpredictable industry change. Their current operations, with complex and disconnected technologies and processes, make it hard to manage costs, improve service quality, and become more consumer-centric—all of which have become top priorities.

1. Intelligent Health Operations

2. ADAPT,
TRANSFORM
OR BE LEFT
BEHIND
New research* from Accenture and
HfS reveals that The Future Belongs
to Intelligent Operations
Those organizations that harness diverse data
driven by applied intelligence and human
ingenuity to empower insight-led decision
making, superior customer experiences and
breakthrough business outcomes.
*The Future Belongs to Intelligent Operations, 460 enterprise
respondents, 33 Healthcare, 2017, HfS Research and Accenture.

3. WHY NOW?Healthcare organizations are struggling to keep up with
dramatic and unpredictable industry change.
Their current operations, with complex and disconnected
technologies and processes, make it hard to manage costs,
improve service quality, and become more consumer
centric—all of which have become top priorities.

4. 45%
ENHANCE CUSTOMER EXPERIENCE
Say that anticipating customer needs is the major challenge for
customer engagement. Healthcare organizations can no longer afford to
deliver lackluster customer experiences due to disconnected technology
or processes, or simply throw people at operational problems.
50%
KEEP UP WITH DISRUPTORS
Are concerned with disruption and competitive threats,
for 55% especially from new digital-savvy entrants.
82%
ENABLE DATA-DRIVEN PREDICTIVE DECISIONS
Estimate that 50% to 90% of their data is
unstructured and largely inaccessible.
HEALTHCARE ORGANIZATIONS ARE
BALANCING MULTIPLE PRIORITIES

6. #1 #2 #3 #4 #5
INNOVATIVE
TALENT
DATA-DRIVEN
BACKBONE
APPLIED
INTELLIGENCE
LEVERAGING
THE POWER
OF THE CLOUD
SMART
PARTNERSHIP
ECOSYSTEM
FIVE ESSENTIALS OF
INTELLIGENT OPERATIONS
When combined, these five ingredients can drive the required step-change and lasting
transformation that companies need to compete today and in the future.

7. FIVE ESSENTIALS OF
INTELLIGENT OPERATIONS
#1
INNOVATIVE TALENT
Healthcare organizations need
creative and entrepreneurial talent
who understand digital technologies,
industry and functional priorities.
Reskilling existing employees is also
important: process experts become
AI managers and transition to other
higher-value roles, enabling more
work to be managed.
52%
Ranked creative,
entrepreneurial spirit and
curiosity for innovation as
the top workforce
requirements today.
Lack talent that knows
digital, AI, machine
learning, and data
analytics skills.
42%
HEALTHCARE

8. Structured and unstructured data across
internal and external ecosystems is the
backbone for breakthrough insights.
Healthcare organizations are hungry to
understand how to become more data-
centric and how to use their data better
to drive out costs, improve compliance
and quality, and increase market share.
94%
Believe the ability to make
data-driven decisions will
have a major impact on
achieving business goals.
Of organizations have a
plan to better leverage
internal data.85%
HEALTHCARE
FIVE ESSENTIALS OF
INTELLIGENT OPERATIONS
#2
DATA-DRIVEN BACKBONE

9. APPLIED INTELLIGENCE
Integrated Automation, Smart
Analytics, and Artificial Intelligence can
help companies transform operations.
But using those tools effectively
requires skilled humans to build and
manage them—skills that may need to
be developed, hired or acquired.
79%
Believe automation and AI
will help them achieve their
business goals.
Stated it takes months or
years for business functions
to change in response to
business needs.
61%
HEALTHCARE
FIVE ESSENTIALS OF
INTELLIGENT OPERATIONS
#3

10. 88%
Expect cloud-enabled
capabilities such as plug-
and-play digital services
and enterprise-grade
holistic security.
Indicated overhauling
legacy process and
technology, prevents them
from achieving their
business goals.
42%
HEALTHCARE
FIVE ESSENTIALS OF
INTELLIGENT OPERATIONS
Key to the journey is tapping into the
power of the cloud to tie together all
the ingredients of intelligent
operations, in a secure environment.
#4
LEVERAGING THE
POWER OF CLOUD

11. 85%
Said working closely
with ecosystem partners
will be important to meet
business objectives.
More than a third indicated
new ways of partnering
across the ecosystem is a
top talent need today.
36%
HEALTHCARE
FIVE ESSENTIALS OF
INTELLIGENT OPERATIONS
The ecosystem brings
complementary skill sets and new
technologies to drive innovation.
Healthcare organizations increasingly
will have to explore new ways to team
with ecosystem partners including
academia, platform players, and
technology and service providers.
#5
SMART PARTNERSHIP
ECOSYSTEM

12. Do you have the
right talent to drive
the transformation?
ARE YOUR BUSINESS OPERATIONS
FUTURE-PROOF?
Five questions healthcare organizations must successfully
address to ensure their future viability
1 2
How can you become
data-centric and
achieve better
outcomes?
Are you deploying
applied intelligence to
be more agile and
innovate faster?
3
Are you tapping into
the power of the cloud
to tie together all
the ingredients of
intelligent operations?
4
Are you leveraging
smart partnerships
and maximizing their
innovation potential?
5

13. BECOME THE
INTELLIGENCE ENGINE
FOR YOUR BUSINESS
Answering that call will require a fundamental shift in
operations strategy and powerful new capabilities.
The insights and agility that intelligent operations make
possible are key to Healthcare organizations becoming
more productive and profitable, and to creating and
consistently delivering superior customer experiences.

14. SURVEY DEMOGRAPHICS
The Future Belongs to Intelligent Operations, 460 enterprise respondents, 33 Healthcare, 2017, HfS Research and Accenture.
INDUSTRY
FUNCTIONAL AREA JOB TITLE REVENUE U$D RESEARCH
METHODOLOGY
The research is based on the responses
of 460 participants that are involved in
buying decisions related to technology
and services.
The interviews were conducted in
Q3 2017 with a combination of
telephone and online surveys, with
follow up to open in-depth questions.
39
25
21
98
96
56
45
41
39
HR
Supply Chain/
Logistics
Customer Care
IT
Finance &
Accounting
Procurement
Shared Services/
Operations
Marketing
Sales
<$10Bn
>$10Bn
Between $3B & $10B (322)
Greater than $10B (138)
Total responses: 460
163
100
119
78
Director
VP
Senior VP
CEO
35%
22%
26%
17%
60
53 50
35 34 33 32 32 31 31 31
20 18
Retail
Banking
Consumer Goods
High Tech
Software & Platform
Oil & Gas
Utilities
Energy
Healthcare
Insurance
Life Sciences
Telecom
Chemicals
12 COUNTRIES SURVEYED
US (130)
NA
Canada (30)
UK (30)
EALA
Germany (30)
France (30)
Italy (30)
Spain (30)
Brazil (30)
Australia (30)
APAC
Japan (30)
Singapore (30)
China (30)

15. THANK YOU
www.accenture.com/IntelligentHealthOperations
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