Automated communications, one of the key technological advancements today, is poised to fundamentally and positively impact the US Healthcare system.  The use of resultant solutions will drive a unique blend of value; enhancing the products and services delivered by businesses today, driving down costs and increasing their productivity while at the same time creating dramatic improvements in patient outcomes.

There is no question that unprecedented amounts of information are available to be shared, the question has always been what to share, with whom, when and how can this be economically achieved. Traditional models have worked to a point but it has become clear that current practices are insufficient to meet the challenge. Equally the Healthcare industry is besieged by what’s known as “Wicked Problems”. Proposed by Rittel and Webber in 1973, wicked problems have incomplete, contradictory, and changing requirements; and solutions to them are often difficult to recognize as such because of complex interdependencies. Rittel and Webber stated that while attempting to solve a wicked problem, the solution of one of its aspects may reveal or create other, even more complex problems. Sound Familiar?

The answer is therefore twofold. Firstly to engage citizens in a proactive, highly personalized manner on a mass scale through a preference based multimedia environment. Secondly solving wicked problems in the US Healthcare System where automated communications are the key.

In doing so companies in the industry and those who service them can truly realize value from their heavy investments, achieve outstanding business results and deliver a paradigm shift in service quality to consumers, members and patients.