Digitalization National Health Insurance Company - Daman
Daman Background The Health Insurance Law for Abu Dhabi was issued on 10th September 2005 with the following objectives:
President H. H. Sheikh Khalifa Bin Zayed Al Nahyan has issued Law No. 23 - 2005 making it compulsory for employers and business owners in Abu Dhabi to provide health insurance coverage for their expatriate employees and their families.
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Access to Healthcare
Quality of Healthcare
Reduction of Subsidies
Ensure affordable access to essential health care for all people living and working in the Emirate of Abu Dhabi
Improve the quality of healthcare across the Emirate of Abu Dhabi by providing a fair and reliable funding system
Gradually reduce the need for government subsidies over the coming years
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Daman Overview • •
Daman earned the trust of 3.1 million members in the UAE within 10 years only. Today Daman has a total market share of around 40% in the UAE.
• Widespread local provider network and expanding global network • Largest and growing branch network within UAE • Daman is comprised of a growing team of professionals with international and local experience, backed by the strong and reliable support of the Abu Dhabi Government. • Access to global health and insurance expertise through Munich Health and Munich Re
3.1 million members
2006
2016
Total insured population in the UAE: 6.9 million, Source: HAAD, DHA, and internal estimation
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Digitalization Evolution Communication UCC
Smartphone
IP-PBX
IM
E-mail
Multi channel
Online channel
Optical Knowledge Base
In-person team meetings
Fixed Line Phone
Door to Door
Store
Voice Conferencing
Pagers PBX
Snail Mail
Online Knowledge Base
Video Conferencing
Cellphone
LAN Based Mail
Voicemail
Telepresence
Netmeeting Fax
Telechannel
White-boarding sessions
Physical Knowledge Base
Typewriters
Enterprise Social Network
Collaboration
Customer Interface
VoIP
Magnetic Knowledge Base Livemeeting
Roadshows Cheque
Social Networking
Physical Files
Credit Card
Tele-banking
Electronic Funds
ATM
Semi Automatic Manufacturing
Computer Aided Manufacturing
E-commerce
M-commerce
Tablet
Cloud Computing
Tape Drives CD
Storage as a services
Smart Manufacturing
Infrastructure
Branchless Banking
Laptop
PC
Predominantly Manual Manufacturing
Cash
Commerce / Financial 1950 – 1970
Digital early days
70’s – 80’s
Digital Progression
The 90’s
Digital Acceleration
2000 - present
Digital Transformation
Source: Capgemini Consulting Analysis 02/02/2017
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What is digitalization?
Digitalization Evolve business models to improve businesses, customer experience, more productivity etc. Growth; Stay in the race
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Digitalization in Insurance Overview
Why digitalization?
Threat of substitutes; need for a new business model (sharing concept)
Customer behavior changes along with higher expectations
Software Replaced by products
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Lower switching cost; services instead of products
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New competitors from Silicon Valley such as Fintech
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Failing to act is failing the future
The FUTURE Recognize new trends in technology, culture and experiences
Three unrivaled market leaders in their industries
Embrace the future soon enough Recognize technologies other than their own Cooperate and create partnerships
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Digital trends in insurance and health insurance
Speed, fluidity, and agility of business
Changing customer behaviors
New business models and product alternatives
Trends which will influence the future and dayto-day reality:
Big data Enhanced medical opportunities Advanced technology
Internet of Things
New business model alternatives have surfaced
Google with all of its innovative and disruptive power will challenge traditional principles of insurance
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Digital trends in insurance and health insurance
A digital health insurance company; US based, established in 2013, and a membership of 40,000 as of 2015
Subscription of business models, Pricing through algorithms,
Offers free wearable devices and cash discounts for committed members
Expanding to other US markets
Shows loss of $100,000,000.
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How to digitalise in health insurance
Stronger connectivity
Greater efficiency and automation
Better decision making
More advanced innovation
Source: McKinsey
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mHealth Success mHealth is the use of mobile and wireless devices to improve health outcomes and healthcare services
60%
60%
170,000
Prefer setting a doctor appointment by phone
Prefer having their health / medical data in a mobile app
mHealth apps, 1 billion mHealth app users
(45,000 mHealth App publishers)
* National Institutes of Health Consensus Group mHealth, 2013 Source : McKinsey & Co. 2015 / HiMSS Mobile Technology Survey 2015 / research2guidance - mHealth App Developer Economics study 2015
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mHealth is influenced by many factors Changing consumer demands
Enhanced medical opportunities
Incentivized wellness
Data analytics
Innovative digital and mobile technology
Quantified self 02/02/2017
Empowered patient Daman Digitalization
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The UAE Market
Rated 23rd in network readiness in 2015
In the top 10 in business innovation
World leader in mobile penetration in 2013
Internet penetration of 95.6%
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Social media usage of 68 % as of 2010; diverse nationalities lead to high usage of social media as communication means
Arab digital generation, ages 15-35, is a great disrupter, a creator of opportunity for businesses in the region
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Conventional Delivery The conventional DMP delivery is centered on the coash-member relationship and telephone-based operations.
Conventional delivery
Education, coaching and target setting
Participant Commitment to coaching plan
Commitment to coaching treatment
Treatment
Health Report
Health Support Coach
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Clinical Data
Doctor
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mHealth Solutions New possibilities through mHealth solutions will enhance our DMP enrollees’ member experience and help optimize operations solutions will enhance our DMP participants’ member experience and help optimize operations
Conventional delivery mHealth-based delivery
Education, coaching and target setting
Participant Commitment to coaching plan
Commitment to coaching treatment
Telemetry Data
Chat function
Treatment
Telemetry Data [Future EHR]
+ Enhanced data
Health Report
Health Support Coach
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Clinical Data
Doctor
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mHealth Complement the value chain of Daman’s Disease Management Programs
Diabetes Program
On Drop lower risk type 2 members
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Maternity Program
Femisphere / Onelife pregnant members
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Dietetics Program
OVIVA pre-bariatic members and type 2 diabetic
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Femisphere - OneLife
Tracks pregnancy related conditions and enables direct member chat communication with coaches to help make pregnancy a good experience Track Medical Symptoms
Track Mood
Emergency Response Triggers
Track Meds
Engaging Content
Community Activity
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One Drop
Diabetes management platform that empowers People with diabetes to live healthier lives
Recording your glucose, insulin and activity is as easy as dialing it in.
Analysis displays time-blocked summaries of your performance over time.
The ME stream displays your glucose, insulin, activity and food moments on a 24-hour timeline.
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OVIVA
Delivers nutrition advice through one-to-one interaction between user and personal coach to help better manage food intake Best in class Nutrition Guides
Setting Achievable Goals
Track Food / Upload Photo
Track Activity
Track Weight
Daily Coaching
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Internal challenges
Leadership
Clear vision and road map with priorities Lack of urgency
Lack of talents
digitalization is still new skill
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Unclear business case
Legacy system
No clear case of return on investments
Complexity of IT system
Organization culture
Governance challenge
Inside-in thinking to outside-in thinking
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New vulnerabilities, cyber attack, data manipulation
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Conclusion
Customer centricity and positive interaction is a must to succeed in the digital age Watch continually for developing trends even those from different industries Simplicity of products and increased awareness of insurance products essential for online business Periodical reviews of the methods, evaluations of ideas that are implemented and continued enhancement is important to reach the business goals Keep the innovation wheel running and maintain a startup culture
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Thank you Daman Digitalization
Backup Slides Digitalization
Main Categories for App Classification
Self-Care Administrative
Submitting claims and checking status Searching providers / driving directions / emergency contact numbers Locating PI branches / view e-medical card Viewing policy details / managing profile / customer support Getting quotes / comparing cost estimates
Health Information Portal
Tips and reminders to stay healthy Guide to health resources, coaching opportunities, incentives Symptom checker Articles about common conditions and diseases Access to medical dictionary
Medications Management
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Directions to finding nearby pharmacies Medicinal information Photo recognition of medication Scan to refill / pill reminders Medication record prescribed by treating doctor / order status / high price alert / manage all prescriptions
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Main Categories for App Classification
Provider Search Engine
Searching for providers, urgent care, pharmacies, wellness centers / driving directions Finding PI branches / customer care / view policy details Schedule appointments Assess providers
Telemedicine / Virtual Doctor
Video consultation / chat with a doctor or health team / text medical questions or photos Personalized coaching Health and wellness tips Collecting prescriptions
Wellness / Lifestyle / Fitness
Goal setting / tracking activity / exercise and fitness tips / competing with friends / fitness assessment tests / access to fitness offers Setting health goals / access to health library / Tips & advice for stress management, healthy lifestyle, medical info.. 24/7 advice and support via chat
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Main Categories for App Classification
Combined Functionalities
Self care administration Provider search Health portal Telemedicine / Virtual doctor Medications management Health assessment and wellness tips Keep track of weight and diabetes Purchasing insurance Cost comparison
Miscellaneous Apps
Maternity Smoking cessation Grocery guide Medical records management Home care
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