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

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Confidential : Do not distribute or reproduce without express permission of UnitedHealth Group Confidential : Do not distribute or reproduce without express permission of UnitedHealth Group

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

Making Data Actionable

2016

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

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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 !

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6-Month Long Research & Data Integration

UHG’s COO initiated an ask for a decision m aking tool based on the analysis of

• perational, human capital and external data

sources, to evaluate UHG presence in the 50 geographic markets around the US. Biggest Challenges:

• 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

March 20 15 Statistical analysis of Call Center turnover May Design and delivery

• f Attrition Trigger

Metric Report July Validated design of Labor Market Dashboard October Delivery of Market Dashboards for 50 Call Center markets Real Estate Services Talent Acquisition Human Capital

Call Center Metrics External Data Sources

Data Sources

Legal

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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.)

Decision Tree Fram ework Allows Data to Speak

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50 Locations of UHG Call Center throughout USA Location Specific Recom m endations to Drive Decision Interactive visualization! Clicking on a location in the map opens more details on that location

Hom e Page – Market Sum m ary Dashboard

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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

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Im pact



Standardized definitions for critical operational metrics

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Decision Making / Diagnostic Power; for all locations with a Fix recommendation, business leadership has developed and implemented specific actions aligned to metric(s) driving the recommendation for that location

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Delivered an enterprise-first decision m aking framework, rather than optimizing for one Market Group or one Business at the expense of others; enables system s thinking

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Proof of ability to integrate external data and first enterprise-wide example of breaking down functional silos preventing the sharing of internal data; generated

• rganizational will to collaborate

“ The w ork [the] team did to develop our m arket dashboards w as extrem ely valuable to the senior leadership as it allow ed us to determ ine w here w e should focus on grow ing, shrinking or m aintaining [UHG Call Operations] sites.” “ We are now utilizing these dashboards to help us determ ine, in a very tim ely m anner, w hat locations w e are having problem s in and w hat locations w e are thriving in and w hy.”

• - Dirk McMahon, UHG COO

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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.

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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.

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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.

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Examining statistical analytics to identify the key drivers of each of the operational metrics included in the composite score indices.

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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