The College of Physicians and Surgeons of Ontario (CPSO) was modernizing into a digital regulator when COVID struck. Hospitals became congested with COVID patients, and mobile pandemic units needed healthcare workers to staff them. Suddenly, accelerating certifying doctors while ensuring they had the proper credentials became urgent and vital to Canada's response to the pandemic.
For over 150 years, The College of Physicians and Surgeons of Ontario (CPSO) has played a crucial role in Ontario's health system. As a self-regulating body, CPSO regulates the practice of medicine and ensures the public's trust in the medical care they receive.
Before its transformation, CPSO's manual and paper-based processes, growing trove of data and disconnected systems had become difficult to manage. Members had little visibility or control over their data, while communication was limited to mail, email, fax, or phone calls. Staff operated on a nine-to-five business model, responding to members' requests only during these core business hours.
Technical barriers to workflow and information flow between stakeholders meant the regulator lacked a holistic view of its members, created security risks, and a fragmented user experience.
CPSO's vision was to standardize and consolidate its regulatory functions on Microsoft's single platform to meet all its operational needs.
CPSO had already begun undergoing their journey to the cloud when they brought on Deloitte as their system integration partner. Deloitte guided the regulator on completing their cloud expansion and the different capabilities available on the platform and how best to configure them to meet the organization's needs.
The modernization program was comprised of three distinct workstreams and would be built on CPSO’s selection of Microsoft Dynamics 365 Customer Service and combined Dynamics with Power Apps to create a tailored solution. The program would deliver specific functionality and benefits including:
Partnering with amazing CPSO leadership, we were able to help bring public trust, impact to society when it was needed most and realize out of the box thinking
Joe Arumainayagam, Enterprise Technology & Performance Portfolio Leader, Deloitte Canada
Much of the success of this project was attributed to CPSO and Deloitte mobilizing as one team, operating with one purpose. As part of the partnership, CPSO could draw on Deloitte’s domain expertise crucial at every stage of a transformation journey, from financial advisory, regulatory, healthcare, digital practices and beyond.
Deloitte's cloud practitioners supported CPSO's ongoing cloud strategy with additional training on adopting and adapting to a cloud-first world. They also leveraged expertise from Deloitte’s human capital practice to support their organizational restructuring and training strategy.
CPSO's digital transformation has streamlined operational processes (moving them from paper-based to digital), reduced workload, driven cost savings and brought consistency across the organization regarding how it serves and interacts with its members.
We've achieved faster process times. We can see all the data in one place, and we have version control. As a result, we can more effectively ensure quality care is provided by our members.
Nathalie Novak, Chief Transformation Officer, College of Physicians and Surgeons of Ontario