Sumit Puri – Chief Information Officer – Max Healthcare – India

Industry

Healthcare and Lifesciences

Current project

Multiple

Most proud achievement

When I received the CIO 100 Business Transformer Honor in 2017-18 and
Information Visionary award from International Data Corporation in
2018-19

Dream project

Smart Ambulance and Bike on Responder project at Max Healthcare which
enables integrated ecosystem between Operations and Clinical teams for
timely despatch of ambulances within 15 minutes to patient homes. The
project uses Google Maps and point of care diagnostics to enableclinical
monitoring at Emergency Response Command Center during patient transit
and has helped save over 130+ lives since launch.

Team size

50 employees +250 outsourced headcount

Total IT / Technology budget (people + Infra + outsourcing + Services)

Rs. 55 crores = 1 million USD approximately

Are organizations missing a trick by not creating a “Chief Insourcing Officer” post?

Possibly. yes

What according to you defines Insourcing in your industry?

Insourcing in healthcare industry is a business practice which often
involves bringing in clinical and technical specialists to fill
temporary organizational needs. It sometimes requires training and
upskilling of existing healthcare personnel to perform tasks that would
otherwise have been outsourced.

Why is it gaining momentum in your industry?

With insourcing, our unique customer differentiators, IP of core
technology systems and customer data for our organization is not
compromised. In this hyper local and ultra connected world, where
changes happen at a rapid pace, with insourcing, agile development can
be done in house by IT teams in conjunction with business functions in
order to respond quickly to the changing needs of our end customers.

How is it better than the earlier pre-outsourcing situation?

With new trends of agile development and higher levels of flexibility
in sourcing supply and demand models in operation where talent can be
hired on demand, this offers more convenience and cost flexibility to
enterprises.

What services lend themselves best to outsourcing in your industry?

Support for specialised off the shelf enterprise products like EMR,
ERP and CRM systems, and contact center services offering seamless
customer interaction across channels.

How difficult or easy was Insourcing transition for you?

Was quite difficult as we had to do significant research and
build-buy analysis to determine which are the core areas and enterprise
systems which were more suitable for insourcing, and also toidentify
accurately where regular outsourcing operations would be more effective.

What percentage of IT is currently insourced and how do you see it stabilising in two years’ time?

About 25-30% and I see it increasing to about 35-40% in 2 years time.

What are the key considerations for successful Insourcing?

In-sourced systems should be key differentiators, core to business
success, have some unique features not easily available or customisable
in off the shelf products. Also, internal systems should be architected
well in order to be able to manage rapid changes of business
requirements and regulatory environment.

Who are the key support partners for successful Insourcing?

The support partners should have a wide variety of specialised
skills, have reasonable scale and be flexibleto enterprise needs based
on specific environmental context.

How can a CIO create a solid business case for Insourcing?

By establishing the right comparisons and sharing the advantages from
a cost, time and quality perspective. Insourcing also offers the
advantage of maintaining software IP within the organization for
building long term sustainable advantage for the organisation

What are the key considerations in budgeting Insourcing transition costs?

Considering potential man-months of effort and average cost of skilled resources within team.

How can one ensure that the in-house IT will be able to support future requirements and innovations?

By upskilling them, incentivising them well and constantly training them in key emerging technologies.

What are a few of the key tools or resources you use to monitor the overall health of your Insourcing?

IT on schedule delivery performance based on prioritised
requirements, level of bugs and change requests received and our ability
to service them in quick time.

How has Insourcing evolved in the last 5 years?

With data privacy gaining traction across industry sectors and
geographies, the need to manage your own data and leverage it for
customer insights has become incredibly important in order to deepen
your customer relationships and engagement.

What is the Insourcing Multiplier support that is essential for success?

Ability to find the right insourcing partners and fast learning of
new emerging technologies by the team in order to respond with agility
to environment and scale up quickly.

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