Shaping next-gen assistance technology
To support the imminent transformation of the global assistance industry, we need to adopt an entirely different approach to innovation and technology, says Jack Walker, Director, AMI Global Assistance
The next decade is set to be characterised by the maturation of big technologies, new digital business models and greater health awareness, which will have a significant impact on the health sector. Innovation will continue to transform diagnostic medicine, and evidence-based decision making will drive more predictive, preventative, personalised and participatory care. To ensure tech can help solve problems, bring people together and help build a positive future, it must be developed and deployed ethically and in service to humanity. Healthcare, medical organisations, insurance companies and assistance constituents that master this by providing the best digital and in-person experiences stand to benefit the most. For an industry of the magnitude of global assistance, there are surprisingly few tech solutions available that have been specially designed for key players. At AMI Global Assistance, we are rising to the challenge by developing our own technology. The operating and management systems of the future need to be flexible, easy to navigate, and equitable. To that end, tech innovation in the global assistance industry is being governed by six key principles:
Relational vs transactional
The dynamic between consumer, employer, payer, provider and assistance firm needs to be more relational and supported beyond a one-off requirement or incident. For example, building strong relationships between the consumer and specialists in health, wellbeing, safety and security is key to the healthcare and welfare outcomes of globally mobile individuals.
Trust and transparency
Trust is built through transparency. It’s critical to remove information silos and ensure the right data is readily accessible to the right people, at any time, in any place. There is also a growing expectation for transparency to equate to full accountability, along with visibility around billing, expense tracking, and health and safety status management.
Convenience without compromise
Consumers of healthcare and security services need to be at the centre of their support team and ecosystem. Consumers have come to expect on-demand and up-to-date information from a combination of digital and in-person resources to manage their health and security wellbeing. Digitising health and security removes traditional barriers to these services, and provides consumers with immediate access to the relevant information and industry professionals.
Simplicity and personalisation
Providing increasingly bespoke, simple-to-use service options for consumers, organisations and governments is a must. Build collaborative partnerships which solve the challenges and meet the requirements of all players in and around the global assistance ecosystem.
The human X-factor
Nothing can replace a knowledgeable, experienced team. But, how much more effective could they be if the information available is sharper and timelier? How much more effective could they be if machine learning, predictive algorithms and automation allowed for human intuition at critical points?
Continuous evolution
Given the speed at which technology evolves, the assistance industry must be able to keep up. This means baking in almost real-time tech agility and evolution. It means keeping ahead in cybersecurity and data privacy stakes, reducing the risk for human error, keeping up with consumer behaviours, attitudes and expectations, and increasing the ease and speed of financial transactions, claims reimbursements and service payments.
Make smart use of tech solutions
We are creating a high-quality digital platform providing targeted solutions to clients and partners. We have brought together and applied these six governing principles under an ethos: Meliora Novus – better innovation, better technology. In this way, we are building a next generation, proprietary, end-to-end software ecosystem set to help the global assistance industry take an evolutionary leap forward in service to humanity.