Maturing digital policy practices at a managed healthcare company

Challenge

• The company had already established a baseline set of digital policies, mostly around website quality.
• Yet, as they got ready to roll out a new decentralized digital development environment, the organization wanted to rethink its digital policy dynamics and decision-making.
• How could they balance the organization’s need for cost-effective, brand-building development with diverse departments’ need for flexibility?

Approach

• To determine the right policy management approach and mature their practices, I devoted six weeks to:
• Conducting a gap analysis of existing policies against industry regulatory requirements and good practices
• Defining, documenting, and socializing new policies to close those gaps with the digital team
• Establishing the role of the policy steward and identifying policy authors
• Starting to manage policies through their full-lifecycle management
• I left the organization with a consolidated set of policies to drive efficiency and protect their digital investment.

Outcomes

• As a direct result of the policy initiative, the organization has seen:
• Increased regulatory and legal compliance
• Higher quality digital content and, as a result, higher customer satisfaction
• Digital consistency across its divisions