The Opioid Crisis, Visual Analytics and IT performance reporting at Alberta Health Services (AHS)

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2 Welcome

3 # T C 1 8 The Opioid Crisis, Visual Analytics and IT performance reporting at Alberta Health Services (AHS) Jesse Tutt Program Lead, IT Analytics COE Alberta Health Services Dr. Hussain Usman Executive Director Public Health Surveillance & Infrastructure Population, Public and Aboriginal Health Alberta Health Services

4 Agenda Introduction Alberta Health Services Overview The Art of IT Performance Measurement (for CIOs and CFOs) - Jesse Tutt Analytics at the forefront of opioids crisis response in Alberta - Dr. Hussain Usman Q&A

5 Alberta Health Services Top 5 most integrated health care system into the world 5 th largest employer in Canada Support 4.2M Albertans Physician Offices...2,165 Chiropractor Sites Dental Offices Practitioner Offices Community Pharmacies 1365 Diagnostic Imaging Clinics..21

6 The Art of IT Performance Measurement (for CIO and CFOs) Jesse Tutt

7 IT Analytics In August 2017, the IT Analytics team was created to measure the performance of the: Information Technology Department ($0.5B annual spend & 2,000 IT Staff) and Care Program ($1.5B) implementing EPIC across the province The goals of the team are to: Reduce Costs Improve Service Delivery Increase Risk Transparency

8 Overview Inputs Processing Presentation Output Decision Action Outcome Org. Structure Buildings Risk Technology Applications Permission Staff Demand Operations Mgmt. Financials Capability Data Correlation Tables Data Cleanup Business Logic Application Technology By Role By Org. By Building By FC Tableau SSIS Scripting RPA Data Correlation Data Quality Gap Analysis Microsoft SQL Source Databases Postgre SQL Oracle MS SQL MySQL Text SharePoint IT Exec Managers IT Leaders To Uses By Showing For Budget Planning: Show Trend For Cost Containment: Show underutilized HW / SW For Risk Mitigation: Communicate Risks For Cost Optimization: IT Showback For Performance Management: Show performance For Process Improvement: Identify process opportunities For Resource Planning & Prioritization: Single view of IT Resource Demand What we support Who we support Underutilized Permissions, Applications &Technology Risks $ by Person $ by Org. $ by Facility Team Performance Improvement Opportunities Tickets Bugs IT Project Demand Releases Projects Based on evidence... Identify Budget Opportunities Identify areas is IT growing Validate if IT sized appropriately Identify Cost Savings Opportunities Identify Risks Identify Opportunities Prioritize demand Improve Performance By Answering What is the growth trend of IT resources? How many resources does IT support? How does IT benchmark against their peers? Are IT resources underutilized? What is the ongoing cost of buildings and staff? What IT Risks are facing AHS? Are permissions applied appropriately? Are our clients satisfied? Are staff satisified? How are we performing by building or department? What demand do we face? Do we have capacity? How are we performing? Reallocate Budget Improve Planning Market IT Recover underutilized technology, applications, permissions Increase Risk Transparency Remove IT Resource Initiate Process Improvement Prioritize Demand Reallocate Staff Reduce MI Durations Communicate the value of IT Contain Costs Improve Service Delivery Increase Staff Satisfaction Increase Client Satisfaction Reduce Risk Change IT Resource Consumption Improve IT performance

9 Maturity in Three Dimensions Analytics Excellence Augmented Analytics (Pervasive, Automation, Algorithm Marketplaces) Data Science (Cognitive, Context-Aware) Advanced Analytics (Predictive, Prescriptive) Basic Analytics (Descriptive, Diagnostic) Business Intelligence Today Future Leading Change for Impact Enabling Advanced Business and Life Outcomes (Data-Driven Culture, Digital Ecosystems and Business Moments, Data Literacy) Reporting August 2007 Data Management Excellence

10 The Value of Analytics High BUSINESS VALUE Data Science Data for Discovery Open Mind Business Intelligence Data for Reporting End in Mind Low Past TIME Future New Approaches to Analytics. Dell

11 Gartner / CEB CIO Metrics Framework Financial Performance Total IT budget as percentage of revenue Total IT spending by region or business unit Percentage of IT expenditure delivering functionality Percentage of "lights-on" operating costs (Including break/fix, depreciation) from total IT spend Percentage reduction in maintenance cost (YOY) Dollars saved through vendor reviews and negotiations Percentage of budget allocated to unplanned projects Percentage of year-over-year cost reduction per service Actual spend versus planned spend (YOY) Central IT spend as percentage of total IT spend IT cost per user Information Security Percentage of systems compliant with IT security standards Number Of security incidents in operational systems or infrastructure which led to material loss Percentage Of external partners in compliance with security standards Percentage of high-level security breaches dealt with n agreed time Percentage Of new initiatives that receive security and compliance sign-off Number of high-impact incidents per month identified and prevented Project Performance Percentage of projects on time. on budget. within scope& Percentage of projects compliant with architectural standards Percentage of project requirements fulfilled via reuse Percentage of infrastructure standardization projects of total project pool Percentage of projects aligned with corporate strategic goals Percentage of projects initiated with cost-benefit analysis Percentage of applications deployed on a global basis Operational Performance Key applications and systems availability Help-desk first-call resolution Percentage of applications with global licenses Percentage of key suppliers with regular (monthly. quarterly. semi-annual) review sessions Percentage of infrastructure service requests closed within service-level agreements Number of applications used by more than one line of business Percentage of standardization by infrastructure tower or application Talent Management Ratio of IT headcount (number of full-time IT staff) versus all employees Ratio of contractor headcount versus full-time IT staff headcount Employee morale/satisfaction (multiple-point scale. low to high) IT staff turnover rate IT staff absentee rate Average days to fill a seat Share of IT training spent in business units User Satisfaction Percentage Of returned satisfaction surveys Help-desk client satisfaction percentage dissatisfied Satisfaction with individual operational services, network, infrastructure. etc.) Perceived quality Of communication about available service and new technologies Average end-user satisfaction rating Average executive satisfaction rating

12 Data is correlated to the Person Org Structure Permissions Technology Operations Management Buildings People Applications Financials Demand Strategy Risk 32

13 Challenges We face challenges with: The amount of data we have (+15 PB), The number of stakeholders (100s), The number of systems (1,600), Master data (E.g. 20 different names for the same building), Getting access to data (E.g. cloud), and Resistance (E.g. data siloes, worries about transparency, etc.).

14 Dashboard of Dashboards Use Case Executive team is looking for an important report Measureable Impact A single favorite / URL enables reporting to be found quickly

15 Sample Visualization: Financial Performance Use Case A department, team or service is looking for more resources Measureable Impact A benchmark from Gartner or comparable organization increases adds valuable context credibility and to staffing financial reporting

16 Sample Visualizations: Operational Performance KPI Trigger Trend Use Case Without context, KPIs are ineffective. Measureable Impact Communicating the trigger and trend is necessary to drive action

17 Sample Visualization: Read Me Use Case Viewers tend to jump to / seek the answer to the strategic question, rather than the next question. Measureable Impact Add a Read me noting the purpose, definitions, usage, data sources, limitations, and contact information

18 Sample Visualizations: Connect your Data Use Case Correlate Data Measureable Impact Seeing the big picture enables insight

19 Decision Automation Analysis Human Input Descriptive What Happened? Diagnostic Why Did It Happen? Gartner Top 6 Most Important Topics in Technology Innovation 1. AI/Machine Learning 2. Customer Experience 3. Advanced Analytics 4. Digital Business 5. The Internet of Things 6. Innovating with Cloud Computing 7. Robotic Process Automation (RPA) Data Predictive What Will Happen? Prescriptive What Should I Do? Decision Support Decision Action Decision Automation

20 Future: Machine Learning to Action Request Machine Learning Draft Action Validate Action Complete Action Action What System Validated By Install Tableau M Brent Remove Tableau Competitors M Brian

21 Impact Since August 2017, we have: created a new team, created a data warehouse, ingested data from 95 different systems, completed 100 presentations & sessions, developed 50 Tableau dashboards, viewed >10,000 times by >600 people, 1 FTE saved automating reports, identified underutilized resources, and developed reporting supporting process improvement which resulted in: a 15% reduction in open service requests, 82% reduction in open hardware and software service requests, and a 34% reduction in open incidents.

22 Lessons Learned 1. Find the pain 2. Take Prosci Change Management training 3. Create a small team 4. Find a VISIBLE sponsor 5. Create a placemat to share your vision 6. Share your placemat with your organization s influencers 7. Prioritize your work using a Scrum Backlog 8. Create a dashboard of dashboards 9. Measure who is using your dashboards

23 Analytics at the forefront of opioids crisis response in Alberta Dr. Hussain Usman

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26 Deaths in Alberta in which Fentanyl was detected and implicated A rapid rise in deaths

27 Alberta s Response Surveillance Programs Program monitoring

28 Challenges from analytics perspective Multiple data sources Data Management & Analysis Dissemination

29 Multiple Data Sources Medical examiner Emergency Department Hospitalizations Physician visits EMS HealthLink Take Home Naloxone Program

30 Data Management & Analysis

31 Dissemination Broad and diverse users Timeliness

32 Zara can design and distribute a garment to market in just 4-6 weeks ZARA buys fabric in only 4 different colors; designs and cuts its fabric in-house Suppliers are all close to their factories so ZARA can order on a needbasis Clothes are ironed in advance and packed on hangers, with security and price tags affixed Overnight trucks are used to deliver to European stores and airfreight is used to ship to other countries

33 What is the game changer? Tableau enabled an in-house analytics infrastructure

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35 Dashboards

36 Opioids surveillance dashboard Up-to-date information a click away with interactive user experience

37 Many folds increase

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40 Dose of naloxone provided by EMS

41 High dose of naloxone gives early indication of high potency fentanyl in the community Actionable surveillance information for programs

42 A tool to find take home naloxone distribution locations Facilitating thousands of Albertans for access to a life saving medicine

43 Finding locations near you

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45 Number of THN kits distributed in Alberta Ongoing monitoring to understand how the THN program is performing in Alberta

46 Ongoing program monitoring

47 Benefits In-house data visualization infrastructure At least 10x more and much comprehensive information products Short turnaround time and full version control Cost avoidance Access for all 110,000 AHS staff and numerous external partners High-quality user experience Improved decision support and program planning

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