It’s the year of the customer, again, and one group of private health funds is making sure they are more consistent and organised via a new cloud business process management (BPM) solution.
In October iTWire reported that HAMBS needed to be more contactable but this is all about providing excellent, consistent service to customers once they engage with HAMBS members.
Primarily, it supplies and supports the HAMBS application, a sophisticated and user-friendly software and information technology solution which services 23 Private Health Funds nationwide. HAMBS also provides the hosting of the application and network services for 19 Private Health Funds.
One of HAMBS’ strategic goals is to encourage a high-performance culture and technology delivery excellence so that customers benefit from the best available Private Health Insurance technology skills and experience. As part of this strategy, the organisation has embarked on a process review project with the aim of documenting all its processes consistently in a single centralised repository that all members can use, share and update.
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Traditionally HAMBS has relied on a mix of Visio charts, Word documents and Excel files to capture process documentation. This has proved limiting in its ability to facilitate process governance, ownership, compliance and maintenance. The lack of a central storage location also meant that process documentation was often hard to find and underutilised.
Carolina Wallgren, PMO (project management office) Lead, HAMBS, said, “We chose Promapp based on its ease of use and the value of its central process repository which would enable our team to access the right process at the right time and easily recommend improvements."
“We felt that this would really contribute to our business improvement effort across the entire organisation. The features we required were available 'out of the box', and it was able to be quickly deployed,” she added.
Promapp’s solution focuses on making processes simple to document, use and maintain. A key Promapp feature is that process owners within HAMBS can manage their own processes and everyone can be involved in process improvement with scheduled reviews and stakeholder notification of amendments.
It enables employees to suggest improvements in real-time, and when changes are made, processes are immediately updated. This means that all staff across the organisation always see the latest information.
“As an organisation, we go the extra mile for our Health Fund member organisations. With Promapp, we’ll now have better visibility into processes and have a valuable technology business partner who is knowledgeable, responsive and accessible. Ultimately, we’ll be better able to support the Health Funds and their customers,” said Wallgren.