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Cigna Engineering

To build transformative healthcare technology systems that improve health, well-being, and peace of mind for all we serve

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To build transformative healthcare technology systems that improve health, well-being, and peace of mind for all we serve

Strengths

  • INFRASTRUCTURE: Robust cloud-based healthcare platforms serving 190M+ customers
  • INTEGRATION: Strong integration of Evernorth and healthcare services
  • ANALYTICS: Advanced data analytics capabilities for clinical insights
  • SECURITY: Industry-leading security protocols for medical data
  • TALENT: Deep bench of engineering and healthcare IT specialists

Weaknesses

  • TECHNICAL DEBT: Legacy systems impeding rapid innovation cycles
  • INTEROPERABILITY: Challenges with cross-platform data exchange
  • ADOPTION: Uneven digital tool adoption across customer segments
  • INFRASTRUCTURE: Geographic inconsistencies in tech implementations
  • AGILITY: Slow development cycles compared to healthtech startups

Opportunities

  • TELEHEALTH: Expanding virtual care platform capabilities
  • INTEGRATION: Deeper EHR integration across provider networks
  • ANALYTICS: Real-time clinical decision support systems
  • PARTNERSHIPS: Strategic tech alliances with emerging healthtech
  • EXPANSION: International markets for digital health solutions

Threats

  • COMPETITION: Tech giants entering healthcare space with deep pockets
  • REGULATION: Evolving healthcare data privacy regulations
  • SECURITY: Increasing sophistication of healthcare cyberattacks
  • TALENT: Fierce competition for specialized healthtech engineers
  • DISRUPTION: New business models challenging traditional payer systems

Key Priorities

  • PLATFORM: Accelerate cloud migration of core healthcare services
  • INTEGRATION: Improve data interoperability across care ecosystems
  • SECURITY: Enhance cybersecurity posture for healthcare data
  • INNOVATION: Create agile development paths for digital health tools
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To build transformative healthcare technology systems that improve health, well-being, and peace of mind for all we serve

CLOUD FIRST

Modernize our healthcare technology infrastructure

  • MIGRATION: Complete migration of 85% of core applications to cloud architecture by Q4 2025
  • PERFORMANCE: Achieve 99.99% uptime for critical healthcare platforms with 25% faster response times
  • COST: Reduce infrastructure TCO by 30% through cloud optimization and legacy retirement
  • ARCHITECTURE: Implement microservices architecture for 75% of customer-facing applications
SEAMLESS CARE

Create unified health data ecosystem

  • INTEROPERABILITY: Implement FHIR R4 standards across 100% of patient data exchange systems
  • INTEGRATION: Connect 90% of in-network providers to real-time data sharing platform
  • ACCURACY: Achieve 95% data consistency across all integrated healthcare platforms
  • ACCESS: Enable secure patient access to complete health records across 100% of touchpoints
FORTRESS

Establish industry-leading healthcare security

  • PROTECTION: Implement zero-trust architecture across 100% of healthcare data environments
  • MONITORING: Deploy AI-powered threat detection monitoring 24/7 with <15 minute response time
  • COMPLIANCE: Achieve 100% compliance with healthcare data security regulations globally
  • RESILIENCE: Reduce security incident remediation time by 60% through automated responses
FAST FORWARD

Accelerate digital health innovation

  • AI: Deploy 15+ healthcare AI models into production improving clinical outcomes by 25%
  • VELOCITY: Reduce new feature deployment cycle from 45 to 12 days across platforms
  • ADOPTION: Increase digital platform engagement from 35% to 60% of customer base
  • EXPERIENCE: Achieve NPS of 68+ across all digital healthcare platforms
METRICS
  • DIGITAL ENGAGEMENT: 35% increase across all platforms
  • CLOUD MIGRATION: 85% of applications on cloud infrastructure
  • ENGINEERING VELOCITY: 75% faster release cycles
VALUES
  • Caring and respect for each other and our customers
  • Innovation through continuous learning and improvement
  • Integrity and ethical behavior in all interactions
  • Partnership with healthcare providers and communities
  • Technical excellence and operational efficiency
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Align the learnings

Cigna Engineering Retrospective

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To build transformative healthcare technology systems that improve health, well-being, and peace of mind for all we serve

What Went Well

  • REVENUE: Evernorth Services revenue increased 9% to $38.1 billion in Q1 2023
  • GROWTH: Medical customer base expanded by 1.1 million to 18.2 million members
  • PERFORMANCE: Adjusted income from operations increased 6% to $1.9 billion
  • DIGITAL: Express Scripts digital prescription platform usage up 27% year-over-year
  • INTEGRATION: Successful integration of MDLive telehealth into service portfolio

Not So Well

  • COSTS: Medical care ratio increased 120 basis points to 82.2% in Q1 2023
  • TECHNICAL: Digital transformation initiatives behind schedule by approximately 2Q
  • SECURITY: Increased expenses related to cybersecurity threat mitigation efforts
  • PRODUCTIVITY: Engineer productivity below target amid integration challenges
  • ADOPTION: Patient engagement app utilization 15% below projected targets

Learnings

  • INTEGRATION: Cross-functional teams accelerate healthcare platform integration
  • ARCHITECTURE: Microservices approach delivers better flexibility than monolithic
  • METHODOLOGY: DevSecOps practices critical for rapid, secure healthcare delivery
  • DATA: Unified data models essential for effective cross-platform analytics
  • PARTNERSHIPS: Strategic tech alliances accelerate innovation capabilities

Action Items

  • PLATFORM: Accelerate cloud migration of remaining legacy healthcare systems
  • SECURITY: Implement enhanced zero-trust architecture across all platforms
  • INTEROPERABILITY: Develop FHIR-compliant APIs for all health data exchanges
  • AUTOMATION: Increase CI/CD pipeline automation to improve release velocity
  • TRAINING: Launch specialized AI/ML healthcare engineering certification program
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To build transformative healthcare technology systems that improve health, well-being, and peace of mind for all we serve

Strengths

  • ANALYTICS: Strong foundation in health data analytics and insights
  • SCALE: Massive data assets from 190M+ customer relationships
  • EXPERTISE: Combined clinical and technical expertise for AI
  • ADOPTION: Early implementation of AI for claims processing
  • INFRASTRUCTURE: Established cloud foundation for AI deployment

Weaknesses

  • INTEGRATION: Siloed AI initiatives across business units
  • TALENT: Limited specialized AI/ML engineering talent pool
  • QUALITY: Inconsistent data quality affecting AI model accuracy
  • GOVERNANCE: Immature AI governance and ethics frameworks
  • SPEED: Slow AI deployment cycles due to healthcare constraints

Opportunities

  • PERSONALIZATION: AI-driven personalized health recommendations
  • EFFICIENCY: Automate complex clinical workflow processes
  • PREDICTION: Advanced risk prediction models for preventive care
  • EXPERIENCE: Voice and NLP interfaces for patient engagement
  • INSIGHTS: Real-time clinical decision support via AI systems

Threats

  • COMPETITION: Tech companies deploying healthcare AI solutions
  • REGULATION: Evolving FDA and regulatory stance on healthcare AI
  • PRIVACY: Growing concerns about AI use with sensitive health data
  • BIAS: Risk of biased algorithms affecting care recommendations
  • ADOPTION: Provider and patient skepticism about AI in healthcare

Key Priorities

  • DATA: Unify health data platforms for comprehensive AI insights
  • GOVERNANCE: Develop robust ethical AI framework for healthcare
  • TALENT: Build specialized healthcare AI engineering capability
  • ACCELERATION: Create AI Center of Excellence for rapid deployment