Technology leaders face the dual challenge of keeping up with the rapid pace of technology change and effectively leveraging these advancements to drive tangible value within their organizations.
To help CIOs explore actionable strategies they can implement to maximize the value from their technology investments, KPMG in Canada hosted a DX Coffee Chat. The event featured Dr. Justin Cross, Chief Digital Health Officer at the Integrated Health and Social Services University Network (commonly known as a “CIUSSS”) for West-Central Montreal and KPMG Advisory Partners:
- Sanjay Pathak, National Leader, Technology Strategy and Digital Transformation Services
- Kathy Penner, National Leader, Technology Enterprise Solutions
- Ven Adamov, National Leader, Data and Analytics Risk Services
- Hartaj Niijar, National Leader, Cybersecurity
The group brought together a diverse range of experiences and specializations, which made for a rich and thought-provoking discussion. Read on for an overview of the key insights the speakers shared, as well as key actions that can help you drive more value from your tech stack, or watch the full webinar recording.
Rapid-fire insights
The session kicked off with a rapid-fire Q&A segment, in which KPMG panelists shared their takes on the modern tech landscape, contextualized by the findings of the KPMG 2024 Global Tech Survey. Here are a few of the insights they shared:
AI, data and analytics, cyber driving agendas
"Many of our clients are currently leveraging AI either directly or through an existing cloud software solution," said Penner. "AI is not only streamlining operations, but also enabling personalized customer experiences and employee experiences, which are crucial in today's market."
Of the following technologies, which is your organization currently prioritizing and investing in to support its ambitions (select highest priority)?
Source: KPMG in Canada's DX Coffee Chat - Beyond AI: Strategies for CIOs to Navigate the Tech Frontier
Resilience is offense AND defence
Technology changes can lead to knowledge gaps, misaligned systems, integration speedbumps, and elevated risks of data loss, corruption, and theft. Moreover, depending on the nature of technology and its reliance on third parties, you might find yourself exposed to supply chain attacks through complex dependencies. With this in mind, Niijar said, "when making certain decisions about your tech strategies or deciding on how technologies will be integrated into your ecosystem, think about resilience and not just defence.”
Adopt security-by-design principles to lock in enduring value of technology
Data privacy and security need to be factored into any technology procurement choice. Otherwise, organizations not only risk exposing themselves and their supply chain partners to cyberattacks, but they also risk investing in tech that may be incompatible with security practices and standards that must be adhered to. Moreover, said Niijar, “building cybersecurity from the beginning, instead of leaving it as an afterthought, is crucial. Whether it's tech you’re building in-house or acquiring and integrating, we need to be ensuring cybersecurity is at the table to help assess, design, integrate and sustain that technology.”
What is your organization’s biggest transformation challenge currently?
Source: KPMG in Canada's DX Coffee Chat - Beyond AI: Strategies for CIOs to Navigate the Tech Frontier
Evolving cybersecurity tools can help you prioritize defense and controls
Given the importance of cyber and the awareness of security in today's world, tech is increasingly being designed with security in mind. As Adamov noted, "The ability for tech to integrate with the rest of your security ecosystem is much greater today, and we can also use new technologies like AI to enhance our threat detection and prevention capabilities. These types of technologies can help us get much better at not only evaluating and identifying threats, but also prioritizing our defensive strategies and dynamically implementing controls to shield us from emerging threats."
It's all about business value – Align tech ROI with business objectives
Investments in AI and other technologies should support the organization's core business goals. Rather than chase trends or buy into the latest "shiny object," organizations benefit from prioritizing initiatives that address specific drivers or challenges within their organization. Moreover, KPMG's panelists emphasized that ROI should focus on measurable improvements in efficiency and automation, an outlook that aligns with 47% of webinar attendees.
How would you rate your people or HR functions readiness to support workforce transformation with AI?
Source: KPMG in Canada's DX Coffee Chat - Beyond AI: Strategies for CIOs to Navigate the Tech Frontier
Accelerating AI = Accelerating digital transformation
AI will continue to be a driving force behind digital transformation, driven by advancements in computing power and technologies, such as large language models, virtual reality and IoT (Internet of Things) sensors. As Adamov said, "Various combinations of these technologies will unlock new solutions, which will basically create new business models and redefine operational strategies and customer interactions that include new products, new services and delivery methods."
Staying ahead, he continued, means investing in AI technologies that can drive innovation and improve business processes. Doing so begins by developing phased implementation approaches to reduce friction and disruption, prioritizing investments in AI training and upskilling, and establishing a clear and articulated AI strategy.
In what timeframe are you planning your next digital transformation?
Source: KPMG in Canada's DX Coffee Chat - Beyond AI: Strategies for CIOs to Navigate the Tech Frontier
Digital transformation in Canadian health care
Dr. Justin Cross, Chief Digital Health Officer at CIUSSS West-Central Montreal, pulled up a chair at KPMG’s DX Coffee Chat to share and reflect on his tech transformation experience.
What were Justin Cross’s main challenges?
He faced significant challenges in integrating new technologies into the complex healthcare environment at CIUSSS West-Central Montreal. These included ensuring stakeholder engagement and creating a system that genuinely supports clinical realities, rather than forcing clinicians to adapt their workflows to the technology.
How did his team approach finding a solution?
Justin's team adopted a collaborative approach by involving doctors, nurses and other allied health professionals, alongside software developers, in the creation process. This ensured that the solution was tailored to the practical needs of the healthcare professionals.
We are building with doctors and nurses and other allied health professionals at the table with the software developers, day in and day out. Our goal is to arrive at a solution that really supports the true clinical reality, rather than what often happens, which is that software is implemented and then the clinicians need to modify their workflow to support the software.
What was the solution?
The solution was a custom-built electronic health record (EHR) system, designed to be patient-centric, adaptable and aligned with the clinical realities of Quebec's healthcare landscape. The EHR system was built using a cloud-native architecture, microservices, and an open and standardized patient data model to support interoperability.
We are building with doctors and nurses and other allied health professionals at the table with the software developers, day in and day out. Our goal is to arrive at a solution that really supports the true clinical reality, rather than what often happens, which is that software is implemented and then the clinicians need to modify their workflow to support the software.
How was it implemented?
The EHR system was developed and implemented with a focus on open standards to avoid proprietary data lock-in and reduce future integration costs. Additionally, AI tools like large language models (LLMs) and ambient AI scribes were piloted to streamline clinical workflows and optimize operational efficiency.
What was the outcome?
The custom-built EHR system and AI tools significantly enhanced operational efficiency at CIUSSS West-Central Montreal. The AI-driven Command Centre (C4) optimized bed availability and patient flow, addressing issues like an overcrowded Emergency Department and discharge delays. The implementation of AI tools also reduced administrative burdens by converting audio recordings of doctor-patient interactions into comprehensive medical documentation.
What is Justin’s advice for others who might be looking to undergo a similar transformation?
He emphasized the importance of involving all stakeholders in technology integration and looking outside one's sector for inspiration. He emphasized the value of staying connected with peers facing similar challenges and creating a multi-stakeholder governance framework to ensure AI systems are appropriate, implemented correctly and, ultimately, safe.
Key takeaways
- Understand the tech and align it to your business problem, rather than being motivated by the fear of being left behind or being blinded by the glossiness of the latest trending tech. Ask yourself: What specific problems are you looking to solve, and how does that align with your strategy?
- Your customers aren't always who you think they are: Look outside your function to get a holistic view of the stakeholders who might be impacted by or benefit from the technology you’re implementing.
- Humanize your transformation and don't forget your users: The most impactful and sustainable technology solutions enhance user experiences for both an organization’s employees and its customers. True transformation is always human. Ensure stakeholder alignment and effective change management are baked into your transformation strategies.
- Embrace the symbiotic relationship between AI-driven innovation and business outcomes: Invest in AI technologies that can drive the innovation and improve business processes. Develop phased implementation approaches to reduce friction and disruption, and prioritize investment in AI training and development of teams to foster innovation and support.
- Balance execution risk and business ambition: Break projects into smaller phases to test and refine ideas incrementally. This approach reduces risk, allowing for adjustments based on learning, and improving the chances of long-term success.
- Plan for the unknown especially with new technology: Large, complex projects often encounter unforeseen challenges. Budget for extra time and financial resources to accommodate these unknowns.
- Be patient and thoughtful in planning to maximize enduring value: Achieving ROI from digital transformation projects, particularly with new technologies like AI, takes time and thorough planning. A well-defined roadmap and realistic expectations are essential to realizing the true value of these investments over time.
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