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Digital Mental Health Transformation for Behavioral Health Provider
Problem Statement: Fragmented Operations & Inconsistent Experience
A leading behavioral health and Employee Assistance Program (EAP) services provider encountered operational roadblocks after acquiring six separate behavioral health organizations. The primary goal was to merge these entities under one unified brand and reposition as a holistic Digital Mental Health provider.
The pre-transformation environment was characterized by:
Inconsistent Customer Experience
Disparate technology stacks led to fragmented and unequal service delivery.
Disparate technology stacks led to fragmented and unequal service delivery.
Operational Inefficiencies
Redundant systems and technical debt inflated operational overhead.
Redundant systems and technical debt inflated operational overhead.
Poor Data Management:
Missing documentation, fragmented KPIs, and inconsistent metrics hindered accurate analytics.
Missing documentation, fragmented KPIs, and inconsistent metrics hindered accurate analytics.
Manual Workflows
Heavy reliance on manual processes prompted the need for automation and cost control.
Heavy reliance on manual processes prompted the need for automation and cost control.
Impact: Stalled Growth & Increased Costs
These challenges created multiple downstream issues:
Siloed Data:
No unified view of clients or business performance.
No unified view of clients or business performance.
Limited Scalability:
Difficulty integrating new acquisitions or expanding services.
Difficulty integrating new acquisitions or expanding services.
High Operational Costs
Maintaining multiple overlapping systems increased IT expenditure.
Maintaining multiple overlapping systems increased IT expenditure.
Informed Decision-Making Blocked:
Poor data reliability limited strategic insights.
Poor data reliability limited strategic insights.
Solution: Strategic Data & Technology Roadmap
JBS led a 16-week dual-stream engagement (Business + Technology) to define the future architecture and enable transformation:
1. Executive & Leadership Alignment:
Engaged senior executives to define clear Objectives and Key Results (OKRs).
Engaged senior executives to define clear Objectives and Key Results (OKRs).
2. Process and System Mapping:
Documented current-state systems and workflows across all six organizations.
Documented current-state systems and workflows across all six organizations.
3. Gap Analysis & Future-State Planning:
Defined short-, mid-, and long-term initiatives with targeted KPIs.
Defined short-, mid-, and long-term initiatives with targeted KPIs.
4. Technology Roadmap & Investment Planning:
Created a 3-year transformation plan focused on system consolidation, cloud architecture, and automation.
Created a 3-year transformation plan focused on system consolidation, cloud architecture, and automation.
5. Data Architecture & Governance Consulting:
Outlined unified architecture, robust data governance, and quality assurance protocols.
Outlined unified architecture, robust data governance, and quality assurance protocols.
Business Benefits: Data-Driven Efficiency and Market Leadership
Unified Technology Stack:
Consolidated systems reduced redundancy by 35%.
Consolidated systems reduced redundancy by 35%.
Cost Optimization:
Reuse of existing core systems saved ~20% on projected software costs.
Reuse of existing core systems saved ~20% on projected software costs.
Enhanced Data Governance:
Azure-based data warehouse improved data accessibility and trust by 25%.
Azure-based data warehouse improved data accessibility and trust by 25%.
Process Automation:
Reduced manual effort across departments by 15–20%.
Reduced manual effort across departments by 15–20%.
Digital Mental Health Leadership:
Successfully rebranded as a digital-first behavioral health organization with scalable infrastructure.
Successfully rebranded as a digital-first behavioral health organization with scalable infrastructure.
Technology Stack
Salesforce
QuickCap
SSRS
SSRS
Excel
COSMOS
Delphi
EAPExpert
Azure
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