Establishing an IT Operating Model for a Hospital System

Client Overview 

Client is a regional healthcare provider with a network of hospitals, clinics, outpatient centers, and physician clinics and ca. $2B revenue. The not-for-profit organization employs 10,000 employees and is very engrained in the local communities that it serves.  

Situation 

The client needed to re-think the IT organization setup to be better prepared for technology modernization and operational changes as part of a broader transformation effort. Many of the CIO’s administrative topics were managed by the CIO himself and didn’t allow him to engage with his business partners on strategic topics in the way he had envisioned. 

Our Engagement 

Aberdeen was engaged to work closely with the IT leadership team on assessing, refining, and re-defining the IT operating model with a focus on the office of the CIO. The team focused on three main areas to support the client’s objectives of operating model modernization: 

• Built layout of future OCIO structure together with the client 

• Creation of a new Chief of Staff role, designed to bundle operational topics such as IT Finance, IT PMO, change management 

• Standup of new branding and communication within the organization 

• Strengthening of financial budgeting, tracking, reporting capabilities with dedicated process & tools framework 

Designed operating model to reshape and better align 80% of IT organization with business needs / service lines 

• New structures and capabilities for Business Architecture, Digital product management, IT service management 

Deployed business capability framework and organizational maturity model