Blue Cross Blue Shield of Michigan is the most efficient user of technology and most innovative user of artificial intelligence within the BCBS system, according to an Aug. 8 report from Harvard Business Review.
"BCBSM went from being the least efficient user of technology in the Blue Cross system to the most efficient as measured on a technology cost per employee basis," the authors wrote. "BCBSM's journey underscores that by prioritizing security, compliance, a sound architecture and proactive governance, organizations can innovate with gen AI within regulatory bounds."
The authors interviewed management at BCBSM to explore the company's technology strategy. Seven years ago, the payer was facing policy and regulatory pressures stemming from the ACA and an aging population, along with changing customer expectations. Today, the company has launched new cloud capabilities, security protocols, mobile support, three generative AI applications and more than 20 production AI solutions.
In the article, BCBSM's management detailed seven key principles that guided their strategy:
1. Get board support on the latest tech initiatives
2. Involve departments and teams beyond IT
3. Ensure scalability and data security
4. Create adaptable solutions
5. Continuous employee education
6. Mitigate biases
7. Foster internal innovation