Making Data Actionable 2016 M A R K E T S U M M A R Y D A S H B O - PowerPoint PPT Presentation

Making Data Actionable 2016 M A R K E T S U M M A R Y D A S H B O A R D U T I L I Z I N G D A S H B O A R D S T O D R I V E S T R A T E G I C M A R K E T I N S I G H T S B Y CO M B I N I N G D I S PA R A T E D A T A , S T A N D A R D S CO R I N G , & D E CI S I O N T R E E L O G I C P r e s e n t e r s M a r k H a n s o n – H u m a n C a p i t a l C o n s u l t a n t , T a l e n t A n a l y t i c s & I n t e l l i g e n c e J a c o b H e g m a n – S r . H u m a n C a p i t a l A n a l y s t , T a l e n t A n a l y t i c s & I n t e l l i g e n c e I d e a t i o n T e a m O l i v i e r V a n k e r k – V i c e P r e s i d e n t , T a l e n t A n a l y t i c s C h a r l e s A l e x a n d e r – S r . D i r e c t o r , W o r k f o r c e P l a n n i n g & R e p o r t i n g A n d r e w G r e e n e – M a n a g e r , R e a l E s t a t e P o r t f o l i o A n a l y t i c s B r i a n H o u g h t o n – H u m a n C a p i t a l C o n s u l t a n t , T a l e n t A n a l y t i c s 1 Confidential : Do not distribute or reproduce without express permission of UnitedHealth Group Confidential : Do not distribute or reproduce without express permission of UnitedHealth Group

United Health Group and Big Data With over 2 50 ,0 0 0 em ployees in 15 countries, over 176 billion dollars worth of annual revenue and over 175 acquisitions, serving over 70 million members… UHG is sitting on a m ounta in of d a ta ! 2 Confidential : Do not distribute or reproduce without express permission of UnitedHealth Group

6-Month Long Research & Data Integration Data Sources UHG’s COO initiated an ask for a decision m aking tool based on the analysis of operational, human capital and external data Real Talent Human Estate Legal sources, to evaluate UHG presence in the 50 Acquisition Capital Services geographic markets around the US. Call Center Metrics Biggest Challenges: External Data Sources  Gaining alignment on definitions of key metrics (attrition, call quality, call productivity, etc.)  Breaking down silos between data sets and systems  Integrating external data sources and standardizing disparate internal data Statistical Design and delivery Validated design of Delivery of Market analysis of Call of Attrition Trigger Labor Market Dashboards for 50 Center turnover Metric Report Dashboard Call Center markets 20 15 May July October March 3 Confidential : Do not distribute or reproduce without express permission of UnitedHealth Group

Decision Tree Fram ework Allows Data to Speak Gathering and presenting data in a dashboard isn’t enough …  Decision framework based on iterative discussion with Executive and function leadership across the enterprise  Decision logic goes through three steps: 1. Evaluate the external labor market 2. Evaluate UHG’s performance in that market 3. Evaluate UHG’s contractual obligation to the market  Calculated indices used for evaluating the external labor market and UHG performance  Each index is made up of weighted components  Each branch of the decision node is generated with a composite score or range of scores  Specific recommendations delivered (Invest, Fix, Maintain, Vacate, Fix, etc.) 4 Confidential : Do not distribute or reproduce without express permission of UnitedHealth Group

Hom e Page – Market Sum m ary Dashboard 50 Locations of UHG Call Center throughout USA Interactive visualization! Clicking on a location in the map opens more details on that location Location Specific Recom m endations to Drive Decision 5 Confidential : Do not distribute or reproduce without express permission of UnitedHealth Group

Market Sum m ary The detailed dashboard view presents the location specific recom m endation right on top ; lead with the answer The data display is structured to show the location specific values and the average all locations to help the reader understand the relative position of this market For the data elements that make up the index scores, the relative weight is also shared with the reader 6 Confidential : Do not distribute or reproduce without express permission of UnitedHealth Group

Im pact  Standardized definitions for critical operational metrics “ The w ork [the] team did to develop our m arket dashboards w as extrem ely  Decision Making / Diagnostic Power ; for all locations valuable to the senior with a Fix recommendation, business leadership has leadership as it allow ed us to developed and implemented specific actions aligned to determ ine w here w e should focus on grow ing, shrinking or metric(s) driving the recommendation for that location m aintaining [UHG Call Operations] sites.”  Delivered an enterprise-first decision m aking framework, “ We are now utilizing these rather than optimizing for one Market Group or one Business dashboards to help us at the expense of others; enables system s thinking determ ine, in a very tim ely m anner, w hat locations w e are having problem s in and  Proof of ability to integrate external data and first w hat locations w e are thriving enterprise-wide example of breaking down functional silos in and w hy.” preventing the sharing of internal data; generated -- Dirk McMahon, UHG COO organizational will to collaborate 7 Confidential : Do not distribute or reproduce without express permission of UnitedHealth Group

We are still innovating…  Exploring tools and approaches to more seam lessly integrate and scale the data from all of the native sources to maintain data integrity and reduce manual data cleansing.  Version 2.0 will focus on the ability to drill into the key operational and labor market metrics providing line of business break outs and trending information.  Considering additional m etrics such as, Employee Relations cases per capita, competition intensity, forecasted occupational growth and market saturation, hiring yield modeling, and other measures of employee and market sentiment.  Examining statistical analytics to identify the key drivers of each of the operational metrics included in the composite score indices. 8 Confidential : Do not distribute or reproduce without express permission of UnitedHealth Group

And the Story doesn’t end here Merely visualizing data isn’t enough… Data Analysts must analyze data, not outsource that responsibility to the consumer of data and reports… Our task is to enable data to speak to us and enable better business decisions 9 Confidential : Do not distribute or reproduce without express permission of UnitedHealth Group