Health IT Summit in Denver 2014 - Opening Keynote "Leading Transformation at the American Cancer Society" with Jay Ferro, CIO, American Cancer Society

1. Leading Business
Transformation
Jay Ferro, Chief Information Officer
July 22, 2014Health IT Summit
Denver, CO CONFIDENTIAL ACS Information Technology 1

2. CONFIDENTIAL ACS Information Technology 2
My Story and Our Story
• Who I Am
• Who We Are
• The Transformation
Story
• In the Beginning . . .
• The Journey So Far
• Report Card and
Outlook
• End (States)

3. Who I Am
POSITION
• Chief Information Officer, American Cancer
Society
EDUCATION
• AB & MBA, University of Georgia
FAMILY
• Three sons: Trey (15), Connor (13) and
Alex (10)
NOMINATIONS
• 2013 Top 10 CIO Breakaway Leader –
Winner
• 2012, 2013 ATP (Assoc. Telecom Pro) –
Finalist
• 2011 Georgia CIO of the Year – Winner
• 2010 Georgia CIO of the Year – Finalist
BOARDS
• Board Chair, Georgia CIO Leadership
Association
• Board Chair, TechBridge
• Co-Chair, United Way, Technology Unit
• Advisory Board, Women In Technology
• Alumni Board, Terry College of Business
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http://www.twitter.com/jayferro

4. More Importantly
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5. Who We Are
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6. Who We Are
• Founded in 1913, ACS is the nation’s largest
voluntary public health organization.
• The American Cancer Society is the most
trusted source of cancer information.
• As the largest nongovernmental funder of
cancer research and having spent more than
$3.6 billion on cancer research since 1946,
we’ve played a role in nearly every cancer
breakthrough in recent history.
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8. Society Engagement Platforms
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9. What Does Your
Dollar Do?
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A History of Innovation
• We have supported 47 investigators before they
went on to win Nobel Prizes. From:
– Hermann Joseph Muller, PhD, 1946, Nobel Prize in
Physiology or Medicine
To:
– James E. Rothman, PhD, 2013, Nobel Prize in
Physiology or Medicine

11. The Transformation Story
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We moved toward a
business without
barriers to realize our
lifesaving mission
without boundaries.
1 legal entity
Leverage and
move resources
Coordinated
efforts
Scalability for
future growth
Now
12 Divisions
Grassroots
Organization
Divisional
Operating
Model
Autonomy
to make
impact at
local level
Then &

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Every good story has . . .
Beginning Journey End (States)

14. In the Beginning . . .
(or, Where I Came In)
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State of IT in 2011
Findings:
• The application, data, information and infrastructure architectures reflect the changes over
the past several decades, and will need re-architecting and evolution to support the growth
and mission of “One ACS” in the years to come.
• ~90% of IT spend on “lights on” activities
Application Architecture:
• Accidental and decentralized development resulted in ~600 applications that did meet
business needs
• The resulting architecture is disjointed and costly to maintain
• Low penetration into Social & Mobile space
Data & Information Architecture:
• Data distributed across the enterprise in over ~1,500 silo’ed databases.
• The amount of data relatively small, though the diversity & distribution is immense and
creates numerous issues including inaccurate reporting, & misleading results.
Infrastructure Architecture:
• ~2,000 servers across 3 primary data centers & several hundred secondary locations
• Single point of failures: matrix of aging to end-of-life equipment with limited DR/BC

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Assessment Results
• The key findings from
discussions across the
enterprise were
synthesized into the seven
(7) Signature IT Strategies.
These strategies guide the
IT team as they establish a
solid foundation that can
support ambitious
business goals

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Guiding Principles & Outcomes
PRINCIPLES
• Simplified
• Standardized
• Secure
• Efficient
• Effective
OUTCOMES
• Customer-driven
• Enabling the
Mission
• Aligned
• Capable
• Transparent
• Innovative

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Technology Roadmap
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Talent Strategy &Training
Realign Organization
IT Risk Management
ITIL Based Processes & Agile (SDLC)
PMO & Balanced Scorecard
Consolidate Data Centers
Harden, Right-sized Network
Virtualize ACS Environment
Email Collaboration Platform
Tactical & Strategic Disaster Recovery
Service Oriented / Integration Architecture
Data Management Platform
BI, Analytics & Reporting Architecture
Common Services / Enterprise Service Bus Deployment
Identity & Access Management
Intranet & Internet Platform
2012 2013 2014 2015 2016
PeopleProcess
Arch.Infrastructure
Change Management Program - Recruiting, Training, Performance Management & Communications
Technology
Apps.
Application Rationalization
Mobility Strategy & Applications
Stabilize
Improve
Transform
Streamlined suppliers
Unified Communication & SIP
Application Upgrades Application Replacements
Skills analysis

19. The Journey So Far
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Culture Change, Not Culture Clash
• SMAC and the Society
• Process Improvement
– 30-60-90 Journey
– The Innovation Process
• Transparency and Communication
– Inside and Outside of IT
– Performance
– Recognition
• Partnerships
• Document Collaboration
• Access to Data/Apps on the Go
• Big Data? Big Solutions
• Transforming Customer Support
• Running the Numbers
• IT Progress Report Card
• Business Focus
• Lessons Learned

21. SMAC in the Middle
• Social: Engagement, connection,
collaboration, community, and
crowdsourcing
• Mobile: Value through micro-
moments, innovation on the move,
event interconnections
• Analytics: Delivering value through
patterns and predictions
• Cloud: Business agility, economies of
scale, collaboration, competitiveness
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Interconnection

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SMAC and the Society
Before 2012
•Facebook / Twitter / Instagram
•Low penetration
•Outdated chat client
Now & Near Future
•Social media login / integration for
programs and promotion
•Enterprise chat / collaboration
•Yammer enterprise social media
Before 2012
• Company-sponsored expense
• BYOD launched: ~320 devices
• Unsecured, unofficial apps
Now & Near Future
• BYOD: 3,500+ devices
• Enterprise App Store with third-party and
in-house apps
• Secure mobile gateway
• Mobile payment app and event support
Before 2012
• Outdated infrastructure
• Unsupported reporting software
• Weekly data refresh
Now & Near Future
• Enterprise data warehouse/platform
• Daily data refresh
• Latest enterprise reporting software
• Mobility and greater BI
Before 2012
•Outdated intranet, project sites
•Decentralized servers /
environment
Now & Near Future
•SharePoint intranet, project and
team sites
•Centralized servers, support
•OneDrive storage
SOCIAL
MOBILE CLOUD
ANALYTICS

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The
Innovation
Process

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Quick Wins! 30-60-90!
• Quick Wins program provides standard
processes and brings relief to pain points
– Reduced risk: transparency, improved controls
– Improved quality
– Greater productivity: effective use of resources
– Improved timeliness: faster turnaround, proactive
escalations
March 2012
Quick Wins program
implemented
March 2013
310 Quick Wins launched
128 Completed
Integrated Quick Wins
into Enterprise demand
management
March 2014
424 Quick Wins launched
192 Completed

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Transparency & Communication
Inside IT:
• Communication
– Newsletters
– Emails (CIO Update, Jay’s Open Door)
– Social media (Yammer)
• Performance
– Restructure duties, teams
– Set expectations
• Recognition
– IT CODE Spirit of Excellence
Outside IT:
• Project Deployments
– Employ Change Champions
– Generate excitement
• Communication
– Targeted and project-related emails
– Annual Performance Report
– Nationwide survey
– Social media (Yammer)
– Open Door policy

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IT CODE & Spirit of Excellence Award

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Partnerships
• Enterprise-wide
– Business needs
– Apps and solutions
– Support mission
and
transformation
• Talent/HR
– Training needs
– Recognition and
awards
• Marketing &
Revenue
– Communications
assistance
• Project Management
– Organized,
efficient projects /
timelines
• Finance
– Budget planning

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Access Data/Apps on the Go
• Mobility Strategy
– BYOD
– Enterprise App Store – Customized and in-
house apps
• Application virtualization
• Slow, but steady move toward cloud and
SaaS where appropriate
42%Increase in
connected
BYOD
devices in
6 months

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Data Management Solutions
• Enterprise Data Warehouse
Appliance
– Daily data refresh
• Enterprise Business Intelligence
Platform
– Faster, more advanced reporting
with up-to-date data
– Mobile reporting

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Transforming Customer Support
• Increase
frequency of and
areas of
measurement
• Survey
• Prioritize pain
points
• Be open to
feedback and
changes
• Develop action
plans to fix
issues / correct
course
89
90
91
92
93
94
95
96
97
98
99
10/18/2012 1/26/2013 5/6/2013 8/14/2013 11/22/2013 3/2/2014 6/10/2014 9/18/2014
PercentCustomerSatisfaction
Year
% Customer Satisfaction 2012 to Present

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Running the Numbers
150%
$6 m
9,000
12% 10%
Increase in
customer
service
Increase in
first-contact
resolutions
email accounts
in 2 monthsin telecom savings each year
Increase in
sites with
enterprise Wi-Fi
Migrated
40%
Increase in
cancer.org site visits
while saving
$500,000
in site support costs

34. Report Card
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• Lotus Notes mail servers reduced from 139
to 12
• Domain controllers reduced from 147 to 53
• Migration and sunset of >200 Enterprise
apps
• Consolidation of 7 GLs to 1
• 150% increase in sites with Enterprise Wi-Fi
capabilities
• 50% increase in standard Avaya VOIP sites
• 4,800 new computers issued during 2012
• Cost reductions realized for hardware
and/or software maintenance
• Records Management Program (6 months of
email)
• Streamlined project portfolio to align with
the business needs
• Our BYOD program (tablets and
smartphones) increased from 319 to 3,500+
• Monitoring 12,000+ endpoints
• 99.5% of all computers have latest McAfee
• 99.5% of all computers have latest
Encryption
• Identity and Access Management
• Active Directory cleanup, using
FIM/tools we already owned
• Office 365 Migration
• 9,000 email accounts in mere months
• Industry-standard email and apps
• New Intranet – SharePoint for collaboration,
communication
• Digital Asset Management
• Application virtualization
• Integrated Yammer into SharePoint
• MS Lync meetings
• SharePoint 2013 – team sites, project sites
• Reduced data latency for critical reports
from weekly to nightly
• Internal firewalls
• Endpoint & email DLP
• Upgraded to Cisco VPN & site to site
• Active Directory domain
consolidation
• Server/router/network
consolidation
• Uniform patch management
process
• Latest BusinessObjects upgrade
• OneDrive for Business – document
access anywhere
• Mobile reporting
• Visual dashboards
• Alert notifications
• Better search/navigation
• Quarterly compliance and
certification of system access
• Network authentication

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37. End (States)
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38. Our Outlook
LESSONS LEARNED
• Collaborate or die
• Quick Wins Strategy – What can you do in
30–60– 90 days
• Build credibility through transparency and
frequent communications
• Always understand the culture of the
organization and change appetite
• Live to fight another day!
• Learn from your peers – internal and
external
• Change people or change people
• Trust your gut
• Don’t reinvent the wheel! “R&D”
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0
10
20
30
40
50
60
70
80
2012
2013
2014
Beyond 2014
IT Spend Focus Areas
Stabilize Improve Transform
Reduced spend on ‘keep the lights on’ activities adds to the
bottom line and means more funding for new technology
solutions and process improvements.

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