The Client, a subsidiary of one of the nation’s largest healthcare providers, currently delivers Disease Management support to its members via call centers staffed by nurses across multiple time zones. While the existing call center structure provides an effective means of delivering the Disease Management program, the overall member, customer, and physician experience would be greatly enhanced with the presence of a substantial website to support its vast network of nurses.
By adding a website to complement its existing delivery channel, the Client would more rapidly grow external sales by reaching a broad audience with the ability to deliver a substantial amount of personalized information and services quickly and inexpensively. The Client’s current web site does not contain adequate content, functionality, integration, and usability necessary for it to continue growing market share and maintaining its momentum as an industry leader.
The Client wanted assistance in developing a comprehensive strategy to support the development, implementation, and management of the website.
CapTech reviewed the client’s existing web sites and provided a detailed overview of the content, features, and look and feel of each one. In addition, CapTech interviewed over twenty (20) Stakeholders, including those at the Executive level, in order to identify current infrastructure, core systems, and future web content and functional needs. To further support future needs, CapTech researched the Disease Management Industry and the competitive environment (including competitor’s web sites) via the Internet. CapTech also used Gartner to validate both industry and web trends.
CapTech helped the Client prioritize the functional requirements by assigning a level of effort (cost and time) to each requirement. From the prioritized requirements, CapTech developed a two year strategic plan for the web design and deployment which included with 3-6 month release cycles.
CapTech outlined three possible Hardware and Software licensing configurations, and recommended the configuration that would give the Client the most flexibility to phase-in the infrastructure as web content and functionality is enhanced over time.
CapTech reviewed the requirements and scheduling needs of the Client to develop a roadmap that identified the phasing of the functionality into releases that provided quick results and prioritized the functionality to implement the highest value capabilities first.
CapTech delivered a comprehensive strategy for developing, implementing and managing the Client’s new web site. In particular, CapTech created the following artifacts: