CRM USER GROUP 18/04/2018 Introduction to the Digital Roadmap of Mutualités Libres / Onafhankelijke Ziekenfondsen M-Team

Mutualités Libres / Onafhankelijke Ziekenfondsen Missions of the Union / Landsbond: Contact to the Belgian authorities Center of Expertise Service center for different services: central IT, legal, information, litigation, tarification, lobbying…

Hello World - Digitalization program 2015-2018 Rationale = economies of scale, ie grouping of several technical building blocks developed in common, using the same architecture guidelines Technical pillar for the digital transformations of these B2C organizations

New MyMut Partena + Partenamut M-Team

Hello World – Deliveries 2015-2018 OZ: 04/2016 Partenamut: 02/2017 Omnimut: 06/2017 PartenaOZ: 04/2018 Freie: 06/2018 Hello World – Deliveries 2015-2018 Features Projects IT Release OZ Omnimut Partenamut Freie PartenaOZ COMMON Web services Big Leap 2 Security Front-end security ph1 Electronic Forms e-Form / e-Sign / DocUpload n/a Electronic invoicing Zoomit - Q3 2018 Manage Customer relation – 360° view CRM Phase 1 June 2018 (tbc) Personalized and contextual comm° BCM NotificationsPilot SPECIFIC Digital document published on-line NIM - Infobox e-invoicing

Hello World – key learnings Context : how to manage expectations, within a Multi client negotiations Multi technology (CRM= package) Multi development teams ? Some answers: Get the initial but continuous trust from the senior management and stakeholders Agile mode Active and continuous prioritization Active presence of the Product Owner, on site Mut Lead (pilot led by 1 Mut) + predefined fixed capacity bandwidth Demos + demos + demos Some take-aways: be flexible, open-minded, get agreements and mutual committments from the different clients who have different (time-to-market) objectives