HBF completes digital transformation

Completion of the multi-year digital ‘Transformation Program’ will enable over 1 million HBF members to engage with the health fund with greater ease into the future via enhanced digital channels and through seamless self-service interactions across the HBF website, App, and member portal (myHBF).

Of note, the digital transformation has migrated HBF away from legacy systems (including a core insurance mainframe) to all cloud-based systems, including:

• a new core insurance platform (for policy, product and claims),
• a new customer relationship management (CRM) system,
• a new marketing automation system,
• a new “single pane of glass” for employees to service members,
• an enhanced myHBF member portal, and
• a redesigned website.

These updates build on initiatives previously completed under the Transformation Program, such as the HBF App, digital member card, and cloud-based data platform.

The digital transformation has also reshaped the way HBF operates, by reorganising teams into business-led Tribes and Squads under a scaled agile model, improving the pace of delivery and alignment with the quarterly business prioritisation through a 5Q planning process.

HBF Chief Information and Transformation Officer Sanjeev Gupta said:

“The introduction of more intuitive and efficient systems makes it even simpler for our members to manage payments, submit claims, view limits and usage, and edit personal details.

“By modernising the systems that manage our member policies and claims processing, and by launching a new website and CRM, we will be able to enhance and streamline how our people interact with members and providers. In particular, these more intuitive systems will provide our people with greater insights to support our members’ evolving health needs and improve the resolution at the first point of contact.

“This is the culmination of many years of hard work, and I sincerely thank our employees as well as our delivery partners including PwC, Civica, Deloitte, Salesforce, Amazon Web Services, Mantel Group and many others who have supported in the build, delivery, testing and implementation of this significant program.”

HBF Chief Executive Officer Dr Lachlan Henderson said:

“With access to better functionality and features than ever before, we aim to provide the best possible experience for our members, employees and health care providers.

“With around 80 per cent of our member interactions now via our digital channels, the new technology and systems enhance our ability to deliver on our core purpose of being there for our members in the moments that matter.”