s I s R edes i g ni n g I t s D a ta & A I O per ati ng M odel Key figures and information about Zilveren Kruis 5.3 million insured customers Market leader with 30% Market share Net Promotor Score of 17 Part of Achmea 5 Brands 98% of income back to healthcare
bring health closer to everyone in the Netherlands by fulfilling our role in payment of care, organizing care and improving health. Introduction How Zilveren Kruis Is Redesigning Its Data & AI Operating Model Mission Roles Societal Challenges Bringing Health closer to everyone Payment of Care High healthcare costs call for affordable policies and transparent bills. Arranging Care Waiting lists, reducing healthcare personnel and an ageing population call for available and accessible care. Improving Health Growing health problems call for prevention for a healthier environment for policyholders, employees, and citizens. Data and AI strategy as key foundation 4 Sun safety campaign Top-tier premiums Top care coordination
Footprints Offices Seattle Toronto Colombia Atlanta (HQ) Switzerland Spain Denmark Belgium London Frankfurt Poland Hilversum Amsterdam Dubai Gurugram Pune Jaipur Hyderabad Bhopal Chennai Bengaluru Melbourne Singapore Vietnam Revenue FY 24 400M USD People 2024 6,000+ Professionals Offices The Netherlands, Germany, UK, Belgium, Denmark, Spain, India, Poland, Dubai, Vietnam, US, Canada, Australia, Singapore, Switzerland, and Colombia Growth Strategy Complementing our organic growth, Xebia is seeking other successful expert businesses in its key domains. Joining forces and together offering high-end digital transformation consultancy & build capability Average YoY Profitable and organic growth of 22% over the last 10 years, steep growth at 35-45% YoY in last years
Data & AI Leadership Team Autonomous Data & AI teams Sustain Optimize Grow Data & AI Business Office Data & AI Enablement Data & AI CoE Business and Governance Architecture Alignment Portfolio Management Strategic Partnerships Value Realisation People User Management Training and Certification Organization Transformation Platform Engineering Data Products Core Platform Data Warehousing & BI Data Modelling Data Ingestion Data Management Governance FAIR data Advanced Analytics & AI AI Solutions AI Productivity Tools ML Ops
data awareness causing more business demand Regulations and AI fails are increasing compliance pressure Advances in data & AI technology lead to new plug and play tools LLMS and AI Agents open new value streams Digital sovereignty encourages reflection on cloud dependencies Trends Self-service to provide decentral autonomy with central support Governing AI is essential now that AI is democratized Traditional data & AI roles are evolving and require upskilling The IT landscape needs adaption to avoid shadow IT and facilitate Agents FAIR and AI-ready data are increasingly more important Effects – How does it impact you? Have you considered going back to on-premise..? Adopting AI productivity tools requires change New data & AI roles are emerging for GenAI and AI Agents Time to address the Fear of AI and impact on your workforce Increased pressure to deliver tangible ROI
to provide decentral autonomy with central support Governing AI is essential now that AI is democratized Traditional data & AI roles are evolving and require upskilling The IT landscape needs adaption to avoid shadow IT and facilitate Agents FAIR and AI-ready data are increasingly more important Have you considered going back to on-premise..? Adopting AI productivity tools requires change New data & AI roles are emerging for GenAI and AI Agents Time to address the Fear of AI and impact on your workforce Increased pressure to deliver tangible ROI
support) The rise of AI governance Evolving data & AI roles Adopting AI productivity tools Let’s zoom in on four effects looking at the root causes that put pressure on our operating model and see how Zilveren Kruis handles them. Introduction How Zilveren Kruis Is Redesigning Its Data & AI Operating Model Decentralized autonomy based on maturity Mirror your data roles against the new AI roles Start centralized, support maturity Drive adoption by working alongside employees 12
in 2013 and, as data maturity in the business grew, shifted to a federated model with 3 data domains and IT as facilitator. Need for self-service (decentral autonomy with central support) 13 Customer CoD Healthcare Purchase CoD Finance/WLZ CoD IT Operations Healthcare Purchase Finance & IT Federated with CoE ▪ CoE largely still develops data products and also facilitates management of data products and data platforms. ▪ CoE responsible for data strategy ▪ Serving business units with data under the guidance of IT Centralized ▪ CoE owns everything around data, including strategy ▪ CoE develops all data products for the organization / business units Federated with IT as facilitator ▪ IT facilitates architecture and platforms for business units ▪ Joint data and AI strategy via business units and IT with CCoD in a leading role ▪ Business units are responsible for data and AI capitalization Steering Committee Federated Operating Model Zilveren Kruis Commercial 2013 2018 2022 Guiding principles Data Mesh: ▪ Federated Governance ▪ Domain ownership ▪ Self-serve data-platform ▪ Data and AI as a Product A data domain’s maturity depends on its organizational structure, ownership, and the data/AI roles and skills in place.
maturity at different paces over the years, in the federated model maturity determines the level of autonomy and self-service. Need for self-service (decentral autonomy with central support) 14 How Zilveren Kruis Is Redesigning Its Data & AI Operating Model Needs for insights Operational Data Raw Data Cleaned Data Prepared Data Reporting & Advisory AI Appliance Business IT Data Engineering Analytics Engineering Data Science Data Consultancy Needs for insights Operational Data Raw Data Cleaned Data Prepared Data Reporting & Advisory AI Appliance Maturity Level Needs for insights Operational Data Raw Data Cleaned Data Prepared Data Reporting & Advisory AI Appliance Needs for insights Operational Data Raw Data Cleaned Data Prepared Data Reporting & Advisory AI Appliance Business in data domain IT CoD data domain Most mature CoD (to guide AI roadmap) Total facilitation Needs for insights Operational Data Raw Data Cleaned Data Prepared Data Reporting & Advisory AI Appliance 1 2 3 4 5 Full-mature data domains AI-centralized mature data domains Data Engineering centralized Data Consultancy data domains
data strategy to guide and form the AI strategy with the advantage that they can merge them into one strategy this year (AI Data). The rise of AI governance 15 How Zilveren Kruis Is Redesigning Its Data & AI Operating Model TECHNOLOGY Analytics and AI appliances (Value with data and AI) EMPLOYEES DATA PROCESSESS PRIVACY MANAGEMENT (strive to an AI-value-delivering culture) Initiator AI-strategy incl. objectives Prerequisites to unlock value from AI Value generator from AI supporting ZK strategy and daily operations Proven (customer) impact Reduce operational costs Improve Customer Experience Reduce healthcare costs Improve healthcare accessibility
lead of Zilveren Kruis’s AI strategy and central taskforce, driving AI value and helping other data domains accelerate through inspiration and training. The rise of AI governance 16 How Zilveren Kruis Is Redesigning Its Data & AI Operating Model The most mature CoD leads the AI taskforce, generating value with IT under clear operationalization standards. AI consultants with Lean expertise build the backlog. The CoD develops other data domains to deliver AI value as quickly as possible by providing training and educating data scientists and AI translators to take part in delivering value with AI. Together with Risk and Compliance, the CoD ensures a transparent process that meets all legal and regulatory requirements, including GDPR, Ethics and the AI-act. Central AI steering committee
well-oiled delivery process, where initiatives are quickly operationalized under architecture and IT guidelines. The rise of AI governance 17 How Zilveren Kruis Is Redesigning Its Data & AI Operating Model 1. Define and validate business case 2. Selection and prioritization 3. Data capture and modeling 4. Iteration and evaluation 5. Operationalization 6. Monitoring Prioritization in IT board Prioritization in AI steering committee CoD AI for core processes AI for data analysis and reporting Prioritization in AI steering committee IT CoD Roles Delivery Process Roles Delivery Process
always happens under the governance of Achmea’s Responsible AI framework. The rise of AI governance 18 How Zilveren Kruis Is Redesigning Its Data & AI Operating Model Prioritize fairness and inclusivity in design Maintain transparency and accountability Ensure human oversight with kill switch Verify system robustness and safety Encourage AI education and training Protect privacy in compliance with GDPR Perform risk assessment & categorization Enable auditability and supervision Secure the entire AI supply chain Oversee AI lifecycle via ongoing evaluation Emphasize sustainability 11 Fundamental Principles of Achmea AI Responsible Framework 1 2 3 4 5 6 7 8 9 10 11
AI roles. This means they examined how roles evolve with AI adoption and adapt both the roles and training curriculum accordingly. Evolving data & AI roles 19 How Zilveren Kruis Is Redesigning Its Data & AI Operating Model From To DATA FAN DATA TRANSLATOR DATA DECISIONMAKER DATA ENGINEER DATA SCIENTIST DATA CONSULTANT Uses dashboards, trained in basics, understands data AI FAN AI TRANSLATOR AI DECISIONMAKER AI ENGINEER AI SCIENTIST AI CONSULTANT Working with AI tools, guided by human judgment Translating business questions into data analyses Making AI clear, usable, responsible. Steering data-driven decisions and KPIs Steering AI adoption, managing risk, driving AI-value Building data pipelines and infrastructure training, deploying and maintaining AI-appliances. Preforming exploratory analyses and creating predictive models Developing and applying LLMs (and computer vision etc.) Analyzing and extracting value from data advising on AI-impact and adoption within the business. Basic Roles Expert Roles
governance have already resulted in several successful (Gen)AI implementations, which have been fully operationalized. Adopting AI productivity tools 20 How Zilveren Kruis Is Redesigning Its Data & AI Operating Model AI-assistent to process foreign healthcare claims Automatic marketing content generation Specific usecases In General via CoPilot and AchmeaGPT Summarize, structure and write content, help in Microsoft Teams etc. Automatic summarization and classification of telephone calls /
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