A DeWitt Client Result

Strategic planning breathes new life into a struggling business

Strategic planning breathes new life into a struggling business

Working closely with leaders of a significant health and wellness provider, DeWitt helped the organization develop a five-year strategic plan and operational model that enabled the business objectives of membership growth and transforming the customer experience.


Financial pressures stemming from commitments to its partners, along with capital pressures and health-reform initiatives, amplified the need for greater efficiency at a significant health and wellness provider. DeWitt had a long-standing relationship with the client’s executive team, who requested the design and swift implementation of a strategic plan and improved the operational model for data management across the organization’s portfolio of services.

DeWitt worked closely with the client to put in place a new strategic plan and operating model for data management, including a redesign of critical functions, and greater clarity around roles and responsibilities. Along with this winning model, DeWitt helped organize several “quick win” projects. The client led the committee structure, and other vital players worked together to achieve project outcomes.

The quick-win projects yielded cash-flow relief in the first six months of the effort, thereby relieving some of the financial pressures on the organization. The value of broadly implementing the new strategic plan is estimated to be much more significant.

Client Profile

This significant health and wellness company in the western United States partners with fitness providers and healthcare payers to promote healthier lifestyles and preventive care in at-risk populations.

The Opportunity

While information is a key differentiator and competitive advantage for the organization, they did not manage information strategically. Previously, the company lacked a prioritized, actionable strategic plan that communicated a clear set of actions and expected outcomes for removing technical debt, creating an enterprise architecture, and ultimately delivering a flexible and agile platform. The client wanted to expand membership and requested an independent third party to assess from a “people, process, and technologies” perspective. DeWitt agreed to assist in designing and beginning to implement a strategic plan and operating model for data management.

The Solution

A tight three-month timeline required members of the project team to hit the ground running. The team tailored an array of proprietary assets to develop a mission statement and strategy for the data management department. We leveraged additional assets to redesign processes, create compelling communications, and establish precise metrics to measure and track progress. Our strategic planning approach leveraged contextual understanding developed through learning the company’s conditions and needs.

Along with the design of an overarching new model for data management, DeWitt organized quick wins for each area, forming teams to run short-term projects that would yield tangible gains. Client managers led the quick-win committees, which invited other key players to collaborate.

The project team focused on targeted outcomes to consistently link initiatives to priorities and findings, thereby ensuring alignment between the strategic plan, operating model, and the company’s needs.

The Results

DeWitt worked closely with senior leaders at the organization to put into place a new strategic plan and operating model for data management, including the redesign of critical functions, and greater clarity around roles and responsibilities. Key performance indicators are now tracking progress in executive scorecards and management dashboards. Metrics across all business units are showing an increase of new members in all networks, including more awareness, empowerment, and engagement in the eligible populations.

Quick-win projects have yielded cash-flow relief. DeWitt has estimated the value of successfully implementing the new strategic plan to be significant. A strategic operating model—including improved processes and automated tools—is helping this organization control the rising costs of healthcare while also delivering high-quality opportunities for customers.

Major Deliverable Summary

Strategic Plan and Roadmap

A 5-year actionable plan that included mini-charters integrated within a prioritized roadmap.

Operational Model

A new operational model that included a redesign of critical functions and greater clarity around roles and responsibilities.

Please Note: We take our clients’ confidentiality seriously and omit any personal or confidential information from our client reports. Yet, even without names, the results speak for themselves.

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