Service Innovation: An Effective and Collaborative Enterprise Web Portal for Health Care Providers

The objective of this report is to analyse the impact and feasibility of establishing a self-service enterprise web portal to serve WorkSafeBC’s health care provider customer segment. First, the six critical factors to enterprise portal success in the health care industry are determined, specifically authentication, authorisation, privacy, collaboration, governance, and content. In turn, a critical evaluation of the first five factors against WorkSafeBC’s business and technical competencies and constraints confirms its overall readiness for a provider portal implementation. The sixth and primary success factor, content, is the focus of the remainder of this report. Notwithstanding the impact of the other five success factors, providing access to the information and services (i.e. content) most important to health care providers is essential to portal success. Thus, a robust content feasibility study identifies, evaluates and selects the primary content to deliver by means of a provider portal.