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Enterprise IT complexity is increasing thanks to factors like no mobility, bad usability, multiple logins, functional overlap, too many features, and lack of integration. These difficulties contribute to low productivity and the obligation of caregivers (all employees at Intermountain Healthcare are caregivers). At an equivalent time, workers are increasingly tech-savvy. They use their own technology to hold out work responsibilities and expect a consumer-like experience within the workplace.

In 2007, with the discharge of the iPhones, we saw the increase of digital consumerism and therefore the beginning of the age of the empowered consumer. Today caregivers expect an equivalent functionality and access to information at work as they are doing in their personal lives. With numerous tools, a wealth of content and limited resources, it can desire there are more problems than solutions to tackling enterprise mobility and providing quick access to enterprise content.

See Also: Healthcare Business Review

Enterprise Content in Healthcare

In healthcare, data chaos is experienced regularly by physicians. This is often not just inconvenient, annoying, and frustrating; it's implications for physician performance, satisfaction, and patient safety. We recently surveyed caregivers at Intermountain Healthcare to raised understand where to focus resources to enhance enterprise tools and supply better access to the knowledge they have to finish their jobs.

Caregivers were asked which areas they felt were most vital to deal with within the enterprise. the highest 5 areas identified were:

1. Remote Access - Accessing data far away from the office

2. Document Management - Developing, managing, tracking, and retrieving documents

3. Search Capabilities - Finding information swiftly and accurately

4. Mobility - Accessing tools on a mobile device

5. Caregiver Intranet – Accessing enterprise content and caregiver resources

As we prioritized areas for improvement within the enterprise, it had been clear that mobility was a priority for delivering content to caregivers

To address these priorities, business and IT leaders came together, identifying initiatives and building the inspiration for a digital workplace.

Mobile Productivity and Access to Enterprise Content

Accustomed to a high-quality experience using consumer technology, caregivers await a similar convenience, simplicity, and performance in their mobile work life. Mobile technology has changed our expectations of productivity within the enterprise.

As we prioritized areas for improvement within the enterprise, it had been clear that mobility was a priority for delivering content to caregivers. Our mobile strategy was two-fold. First, we optimized current web-based content to be mobile responsive and available on any device. Second, we developed an employee-focused mobile app.

To ensure we focused on access to the proper information and tools to enhance mobility, we conducted focus groups. We learned that:

• Caregivers start and end their days watching their mobile devices. They check their schedules for the day and consider and answer emails.

• Caregivers want access to timely information like notifications of approvals, daily specials for the café at their facility, and discounts available through the worker discount program.

• Caregivers wanted quick access to information they have to urge their job done like help content for key systems they use and company policies, procedures, and guidelines.

When we released the primary release of the caregiver mobile app, we ensured it had the key tools and content that was accessed frequently. By incorporating caregiver feedback and using analytics to assist determine priorities, we were ready to deliver a high-value app that was quickly adopted and incorporated into daily work processes.

In the caregiver mobile app, our caregivers have mobile access to enterprise content including organization news, knowledgebase help content, directory, and enterprise search. this enables caregivers to quickly access the knowledge they have when and where they have it.

Lessons Learned

In order to enable digital workers and deliver mobile solutions that meet the caregiver’s needs, both business and IT leaders had to return together to prioritize efforts and work together to deliver solutions. We learned that engaging users early and sometimes helped ensure successful adoption and utilization of the tools. Finally, we learned that mobility and providing anywhere, anytime access to enterprise content is an unfulfilled need within the enterprise.

As enterprise mobility, the web of Things and other modern revolutions make their thanks to the enterprise, it’s important for leaders to proactively prioritize enterprise needs. It’s time to mark the start of the age of the empowered caregiver.