Di­rec­tor & CIO, Health As­sure

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HealthAs­sure is In­dia’s lead­ing Pri­mary Health­care ag­gre­ga­tor, with a net­work of 2000+ pri­mary care cen­tres across 800+ cities. It of­fers com­pre­hen­sive so­lu­tions; from man­ag­ing com­plex requirements of large in­sti­tu­tions to pro­vid­ing cus­tomised plans for in­di­vid­u­als

oing Dig­i­tal- what does it mean to you and your or­ga­ni­za­tion?

In many ways the word dig­i­tal is mis­lead­ing. It makes one think of tech­nol­ogy when we should be think­ing of peo­ple. In re­al­ity, Go­ing Dig­i­tal - is the new fo­cus on the cus­tomer. For me, the term ‘Dig­i­tal’ is the con­ver­gence of many tech­nolo­gies (so­cial me­dia, mo­bile, and the web) and So­cial Changes that have led to a new dig­i­tal ‘re­al­ity’. To­gether these have cre­ated a new kind of user – the con­nected con­sumer. Mo­bile has put 24/7 ac­cess to the web, so­cial me­dia and email in our pock­ets. This power is re­shap­ing their be­hav­ior and cre­at­ing a new breed of cus­tomers, un­like any­thing we have seen be­fore. It is ap­ply­ing the cul­ture, prac­tices, pro­cesses & tech­nolo­gies of the In­ter­net-era to re­spond to peo­ple’s raised ex­pec­ta­tions.

What is your Dig­i­tal Trans­for­ma­tion plan, strat­egy and the de­liv­er­ables you ex­pect or al­ready com­ing in?

For our or­ga­ni­za­tion, it means – be­ing Re­spon­sive, Open & Ef­fi­cient. We, as an or­ga­ni­za­tion, be­lieve by ‘Go­ing Dig­i­tal’ means – we should be able to both un­der­stand and re­spond to peo­ple’s rapidly chang­ing needs, habits and ex­pec­ta­tions. As a dig­i­tally Re­spon­sive or­ga­ni­za­tion, we have em­pow­ered, mul­ti­dis­ci­plinary teams who have ac­cess to rel­e­vant, real-time data about the chang­ing en­vi­ron­ment and are em­pow­ered and equipped to re­spond.

Since, we op­er­ate in the Health­care space – our motto is to bring ‘Af­ford­able and Ac­ces­si­ble Health­care Closer to Peo­ple’. As per our be­lief – we can achieve this only by keep­ing ‘Dig­i­tal’ in the fore­front of ev­ery­thing that we do.

Our Dig­i­tal trans­for­ma­tion plan in­cludes step­ping back and look­ing at the cus­tomer jour­ney of the new dig­i­tal con­sumer.

Our strat­egy fo­cuses on con­crete ac­tions - ac­tions that ad­dress the im­me­di­ate is­sues. How­ever, it also es­tab­lishes pro­cesses for adapt­ing to fu­ture changes in con­sumer be­hav­ior. Changes that emerge as new tech­nol­ogy con­tin­ues to be cre­ated. A key com­po­nent of our strat­egy is the role of our dig­i­tal team.


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