Based on the case study of Jurong Health Services, the following managerial and organisational decisions helped to succeed in IT transformation. Among organisational decisions, the first is a transformational change in healthcare through the use of innovative information technologies that will improve commitment to patients as key customers while realising that fast technology adoption is risky. The second organisational decision is a commitment to system integration, which assumes that the process will take years to become effective, while employees and patients should remain confident about project success. The third organisational decision is a commitment to providing a diversity of services for patients using information technologies. Specifically, it was manifested through the introduction of self-service kiosks underpinned by the corporate queue management system for self-registration and gaining access to hospital wards by visitors. Furthermore, the diversity of services was enabled by the use of a location tracking system through RFID tags assigned to medical equipment or attached to patients to ensure fast access or location tracking.
Jurong Health was also successful in deploying the set of managerial decisions for IT transformation. The first decision was to design a robust network and data warehouse for collecting and retrieving both internal and external data for decision-making purposes. For instance, external data was consolidated by the use of self-service kiosks and queue management system, while internal data was collected by means of integrated electronic records management (EMR) system that combines functional modules of the facility and interfaces with more than 100 hospitals in a network. The second important decision is the actual step toward innovation by declaring a new, proactive orientation towards healthcare management systems that should automate almost all manual services to reduce operational costs and improve customer experience. Finally, the choice of vendor neutrality principles was also effective in terms of cost, time, and resource planning in the long term, which is supported by the evidence of Pharmacy Automation System for medication delivery, EMR systems, and the use of dashboards hosted by a single service provider.