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ISOS Workforce Resilience Platform Playbook
A comprehensive plan for building a world class product platform that exceeds customer expectations
Overview
International SOS is embarking on a transformation initiative to consolidate its portfolio of 52 products and services onto a unified digital platform that will improve customer engagement with workforce resilience capabilities.
This project plan provides a comprehensive blueprint to guide teams in executing this complex undertaking focused on elevating the employee and customer experience through an integrated offering delivered on a robust, cloud-based platform.
The plan covers business context and vision, implementation strategy, workstreams, roadmap, governance, risks, communications, change management, and success metrics. It draws on proven practices for large-scale product and platform consolidations, tailored to International SOS's specific environment and constraints.
By following this detailed plan, International SOS can minimize disruption for customers globally while executing an incremental transition that retires legacy systems and redundancies over an approximately 18-24 month timeline.
The result will be a simplified product portfolio unified through shared services and data models that enhances value for employees and customers alike. International SOS will emerge with a modern tech stack primed for agility, innovation, and accelerated growth in fulfilling its purpose of safeguarding clients’ employees worldwide.
The plan provides concrete guidance, but it is intended to be a living document refined as lessons are learned through execution.
1. Business Context and Vision
Establishing the strategic rationale and objectives for the transformation initiative
Statement of Purpose
This project aims to consolidate International SOS's portfolio of 52 disconnected workforce resilience products into a unified digital platform. This transformation will simplify and improve the experience for employees and customers by providing integrated capabilities through a single access point.
Overview of International SOS
International SOS is the world leader in medical and travel security risk services. The company has over 12,000 employees operating in 1,000 locations across 90 countries. International SOS assists organizations in protecting their global workforce wherever they travel or work. Services range from 24/7 medical and security assistance to advisory services and training.
Strategic Goals of Transformation
Desired Future State
Key benefits of the consolidated platform:
This future state delivers simplicity for employees and customers while positioning International SOS for accelerated growth through improved agility and efficiency.
Benefits of Consolidated Platform
For employees:
For customers:
For International SOS:
Key Terms
2. Strategy
Defining the long-term platform vision and key decisions shaping the implementation approach
Long-Term Vision
The long-term vision is for International SOS to become the leading integrated digital platform for workforce health, safety, and security. This platform will provide comprehensive capabilities to organizations seeking to build workforce resilience.
Key elements of the vision include:
By consolidating point solutions into an integrated suite and extending reach through digital channels, International SOS can achieve this bold vision over the next 5 years.
Defining the Market and Constraints
The market for workforce resilience solutions is highly competitive with point solutions across medical, travel, security, and insurances services. Key constraints include:
International SOS must thoughtfully consider these constraints while radically simplifying and improving its offerings through the transformation initiative.
Key Decisions
To enable the platform vision within marketplace constraints, International SOS needs to make key decisions including:
By making bold bets coupled with mitigating transition risks, International SOS can deliver substantial value to customers and employees through the transformation.
3. Budget & Cost Rationalization
Outlining the the costs and strategies for maximizing value
Complexity Analysis
A thorough analysis will identify and quantify areas of unnecessary complexity that generate excess cost across the 52 disconnected products. This includes:
By assigning tangible cost figures to different forms of complexity, the transformation initiative can target high-value simplification opportunities.
Identifying Hidden Costs
In addition to the above visible sources, a diligent analysis is required to surface hidden costs of complexity, including:
Shedding light on these less visible costs further builds the case for consolidation and helps shape infrastructure simplification strategies.
Cost Reduction Strategies
Specific approaches to drive cost optimization through simplification include:
Substantial cost reduction and efficiency gains can be realized through simplification. Annual cost savings targets should be defined and tracked.
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