Boomi has announced that Peoplecare has implemented The Boomi AtomSphere™ Platform.
“We pride ourselves on making health insurance easy and prioritise value to ensure our members maximise their cover. Our legacy method of communication centred on members calling into our contact centre, however today’s Australians are tech-savvy and demand omni-channel experiences across platforms and devices,” said Joanne Williams, enterprise solutions lead, Peoplecare. “We chose Boomi to help enable new, digital self-services, while also strengthening our existing contact centre for those who still want to speak to a person. Boomi helped us unlock our blind spots, empowering us to provide more personalised and proactive communications to our members about their policies.”
Peoplecare, a member-owned and not-for-profit (NFP) organisation since 1952, provides private health insurance services to Australians. Originally the health fund for John Lysaght Australia, the company later expanded into health insurance as an open fund in 2006. In the last year, Peoplecare restructured, kickstarting a modernisation initiative to simplify its complex IT architecture and better meet the needs of its 33,000 members.
To centralise its data and create an IT environment capable of providing personalised experiences, including ensuring members get the best value with the right policy, Peoplecare selected Boomi’s cloud-native integration platform as a service (iPaaS) to integrate business-critical systems and myriad legacy and cloud applications across the business.
“Our primary system HAMBS is share-owned by 20 other health funds, so for many years we’ve had trouble enacting changes, setting direction and understanding our members in real-time – data retrieval was always 24 hours behind,” said Williams. “By linking our systems and data, we’re overriding our disparate architecture and getting to know our members better than ever before. Whether it’s in our mobile app or on the desks of our 140 contact centre agents, we’ve made more member data visible and available in a singular interface. We can now instantly see when someone is going to the hospital or why a claim may have failed and recommend a solution,” said Williams.
“To advance our personal promise, we’re also using the newly acquainted, detailed member data to deepen our personalised health management service capability – this is a concierge-type resource that gets the right health information and advice to our members, how they want it and when they want it.”
With all critical data accessible through a unified platform, the benefits also extend to governance and compliance with the solution assisting Peoplecare to maintain compliance with the Australian Prudential Regulation Authority’s (APRA) CPS 234 standard.
Williams said Peoplecare ultimately chose Boomi due to its ability to easily break down data silos with a simple drag-and-drop user interface that visualises process flows. Given the company’s limited IT scope, Peoplecare wanted a solution that would support citizen integrators within the organisation and sought a partner for the implementation.
Boomi introduced Peoplecare to trusted IT service provider Atturra to support the Boomi AtomSphere Platform implementation and establish standards for its integration practice.
“Peoplecare needed a solution and partner duo that aligned with its culture,” Jason Frost, executive general manager, Atturra Data and Integration. “With experience enabling FSI clients across Australia and our hand-in-glove Boomi relationship, we were a great fit, offering up a solutions architect to work in-house that neatly slotted into the Peoplecare team for the initial roll out. We’re helping Williams and her team get it right from the start, creating a centralised data framework, instead of treating integration point to point.”
“Australians are increasingly prioritising their health and demand services that offer more than what Medicare provides them,” said Nathan Gower, head of business development, Australia and New Zealand (A/NZ) at Boomi. “With many private health options in the market, health insurance funds need to find a way to cut through the competition. By removing the bottlenecks across the company’s complex mutual and managed health fund operations, Peoplecare can now make more member data readily available, providing a more personable service and making the moments in a members’ lifetime health journey matter.”