Bringing the Consumerization of IT to Business Applications for the Field


Bringing the Consumerization of IT to Business Applications in the Field

The “consumerization of IT” is real. In the past 7-10 years, advancements in consumer tech have had a huge impact on our daily lives. We now take for granted how simple it is to accomplish anything we want – from calling an Uber, to booking an Airbnb, to ordering food delivery. It’s not just convenience – these changes have fundamentally transformed how we conduct business. My twenty-five-year-old son hasn’t stepped foot in a bank in over two years. He can manage everything he needs to just using his online banking. As an IT leader, I want my life at work to be that easy – and so do my employees.

At KVC Health Services, my team and I have been focused on consumerizing our legacy systems, and for us specifically, that means digitizing company field processes. KVC is a national leader in behavioral healthcare and child welfare, with a mission of enriching and enhancing the lives of children and families by providing medical and behavioral healthcare, social services, and education. We have a significant amount of workers in the field, as we’re committed to providing therapy and other support in the family’s home as opposed to in an office setting.

While our large field team is essential to our mission, managing the processes and paperwork surrounding that can be difficult, further complicated by federal and state-specific compliance requirements. For example, there are situations where our workers must document case updates within four hours of a visit. Sometimes it takes a worker two hours out of the day just to drive to a location with wireless connectivity for a laptop and VPN into the network. Like many organizations, our main enterprise applications are complex and accessible only from a desktop or laptop via VPN. This poses challenges for us in the field.

So we looked at ways to transform these processes, get them into our worker’s hands on mobile devices in the field, and make the experience as easy to use as consumer apps, so that’s why we selected Capriza. Most of our applications are homegrown systems that would require hours of development time to make accessible from mobile devices, so the ability to get fully-functional mobile field service workflows into the hands of our field workers in a matter of weeks – without having to do any front-end or back-end development work – was very huge.

We’ve simplified critical processes – including case management, crisis logs, and manager approvals – from our legacy applications. Because we didn’t have to do any traditional development work with Capriza, my team was able to focus on understanding and optimizing our processes to deliver the best user experience. We worked closely with users to ensure we make the data capture process as simple as possible and eliminated extraneous screens and fields. All in all, it took us less than six weeks to go from concept to a working production-grade experience in the field. The result has been simple, intuitive workflows that our field workers can now instantly complete, wherever they are. The days of having to drive somewhere, then VPN into the network from a laptop, are gone.

As a result, we’ve been able to drive tangible business digitization improvements. Data now gets updated in the systems faster than before, and our field employees are more productive. We’ve calculated exactly how much we’re saving in productivity – over 75 minutes a day per employee. That’s an increase in productivity of more than 30 percent, freeing up 17,500 hours a month of field time that can be invested into the children and families they serve. When I look at what we have been able to accomplish with Capriza’s mobile field services, I feel satisfied that we have brought the best of our consumer lives to our processes at work.

Lonnie Johnson is CIO, for KVC Health Systems. He oversees daily system operations that include building and supporting KVC’s custom client management software used for case management, foster/adoptive family matching, medication management, mileage tracking, and more. He is responsible for KVC’s strategic technology roadmap and evaluates opportunities for new technology and innovation.

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