1. Business Intelligence empowering Health Care Management Clalit Health Services Israel 2008 Mazal Tuchler - BI Manager

2. Clalit Health Services  3.8 million customers  3.8 million customers (60% Market Share)  0.5 Million senior citizens  0.5 Million senior citizens (72% in Israel)  Provides both insurance and health services  Comprehensive health services:  14 Hospitals  1400 Clinics  450 Pharmacies  70 laboratories

3.  Organizational Information Platform  Support Business Strategy and Processes Integration Up to date Information Availability Flexibility Simple and independent querying Reliability - Data quality Uniform business language Enterprise BI - Objectives Single version of the truth

4. BI - User Profiles Analysts (370) Managers (4000) Operational (500)  Policy Unit  District/hospital info units  Marketing  Monitoring & Control  Insurance  Budget  Accounting  Purchase units  Inventory monitoring  HR & payroll  Community: Doctors Nurses Pharmacists The Community (indirect 12,000)

5. BI - Information Areas –Medications –Hospitalizations –ER –Ambulatory –Lab tests –GP visits –Specialists visits –Paramedic –Imaging –Physiotherapy –Private Medical service Suppliers Medical Services –Demography –Churn –Mailing –Capitation –Customer forecast Demography Medical Status –Community Diagnosis –Hospital Diagnosis –Chronic illnesses –Severe Illnesses –Medical Markers –Medical Quality KPI’s Logistics –Purchases –Inventory –Medical Equipment –Logistic Projects Human Resources –Manpower –Payroll –Outside Contractors –Independent Doctors Finance –Clinic Budget –District Budget Customer Services –Queues –Supplementary Insurance –Satisfactory Surveys –Call Center Calls –Complaints Monitoring & Control –General Practitioners –Services Acquisition –Hospital Monitor Units

6. BI Evolution 1995 2000 2004 2005 2006

7. BI Evolution BI Established 1995 2000 2004 2005 2006

8. BI Established  370 Users (Analysts)  Ad-Hoc Querying - 30,000 / Month  Detailed & aggregated data  Maximum flexibility  Complex Queries  Unix/Informix & Business Objects

9. BI Evolution BI Established 1995 2000 2004 2005 2006

10. BI Evolution BINA BI Established 1995 2000 2004 2005 2006

11. BINA  BINA = Hebrew for “WISDOM”  Acronym: Decentralization, Knowledge & Mgmt  4000 Users (Managers)  Principles: Simple/Intuitive UI & rich functionality Transparency Security A comprehensive environment  MS OLAP + ProClarity  Consulting: Gilon Business Insight

12. BI Evolution BINA BI Established 1995 2000 2004 2005 2006

13. Sun E10000 DWH Informix Files for OLAP SRC FILES SQL Server Unisys MS OLAP BI – Migration to SQL Server OLD ETL Scripts NEW Unisys DWH SQL Server SRC FILES Unisys MS OLAP DataStage

14. BI Evolution BINA BI Established 1995 2000 2004 2005 2006

15. BI Evolution BPM BINA BI Established 1995 2000 2004 2005 2006

16. BINA  Performance measurement for org. units  Monitoring performance versus target  Focus on visuality  Gilon Business Insight (Local/Israeli product)

17. BI Evolution BPM BINA BI Established 1995 2000 2004 2005 2006

18. BI Evolution Data Mining BPM BINA BI Established 1995 2000 2004 2005 2006

19. Distribution to Community Intervention Programs Treatment Protocols Customers at high risk Prediction Model Feedback Start Customer Profile in DWH Data Mining Forecast: Medical Deterioration among Elderly

20. Data Mining  Major enhancement of data analysis capabilities  Forecast capabilities enabling pro-active service  Broad distribution  MS Data Mining  1 st model developed in Microsoft Lab (TAP)

21. BI Evolution Data Mining BPM BINA BI Established 1995 2000 2004 2005 2006

22. BI Evolution SAP-BI Data Mining BPM BINA BI Established 1995 2000 2004 2005 2006

23. BI - Information Areas –Medications –Hospitalizations –ER –Ambulatory –Lab tests –GP visits –Specialists visits –Paramedic –Imaging –Physiotherapy –Private Medical service Suppliers Medical Services –Demography –Churn –Mailing –Capitation –Customer forecast Demography Medical Status –Community Diagnosis –Hospital Diagnosis –Chronic illnesses –Severe Illnesses –Medical Markers –Medical Quality KPI’s Logistics –Purchases –Inventory –Medical Equipment –Logistic Projects Human Resources –Manpower –Payroll –Outside Contractors –Independent Doctors Finance –Clinic Budget –District Budget Customer Services –Queues –Supplementary Insurance –Satisfactory Surveys –Call Center Calls –Complaints Monitoring & Control –General Practitioners –Services Acquisition –Hospital Monitor Units core back

24. BI - Information Areas –Medications –Hospitalizations –ER –Ambulatory –Lab tests –GP visits –Specialists visits –Paramedic –Imaging –Physiotherapy –Private Medical service Suppliers Medical Services –Demography –Churn –Mailing –Capitation –Customer forecast Demography Medical Status –Community Diagnosis –Hospital Diagnosis –Chronic illnesses –Severe Illnesses –Medical Markers –Medical Quality KPI’s Logistics –Purchases –Inventory –Medical Equipment –Logistic Projects Human Resources –Manpower –Payroll –Outside Contractors –Independent Doctors Finance –Clinic Budget –District Budget Customer Services –Queues –Supplementary Insurance –Satisfactory Surveys –Call Center Calls –Complaints Monitoring & Control –General Practitioners –Services Acquisition –Hospital Monitor Units core back core back =85% =15%

25. EDW DW Manager Analyst ProClarity WAD BEX Business Objects LEGACY SAP-BI embedded in Enterprise BI R/3 SAP-BI

26. People Data Technology How do we do it?

27. CIO Information Implementation BI How do we do it: people Medical Systems Dept Administrative Systems Dept Infrastructure Dept EAIDBMotionHelp Desk Systems AnalystsETL & DBAOLAP & VBData MiningSAP-BI

28. How do we do it: data Demography Organizational master data deterioration forecast dialysis forecast budget planning insight business areas FILOHR customer medical data CRM health quality service quality unit evaluation total customer cost Event Level Data Infrastructure Integration Advanced APPS

29. MS Reporting Services BPM How do we do it: technology Business Objects MS Data Mining MS ProClarity MS SQL Server MS OLAP SAP BI BEx/WAD MS SQL server

30. Are we being useful? 4-Primary Care Clinic Customer Satisfaction Survey (weekly) 3-Primary Care Clinic Customer Satisfaction Survey (semi-annual) 1-Medical Quality KPIs 2-Flu Vaccinations (seasonal) entries 8,000 7,400 4,400 4,000 Usage Monitoring

31.  Commitment & guidance of CEO and senior mgmt  Districts/hospital decentralization units lead the assimilation process  Intensive training  Users forums  BI Help desk Recipe for Success  BI Support Portal

32. BI Roadmap in Clalit 2007 2008 2009 New unified UI for BINA BSM GIS Meta Stage and more…

33. Thank You