Intranet Transformation: Prisma Health’s Success Story
Summary: Executive support, strong ownership, and clear metrics are essential for a successful intranet launch. When Prisma Health emerged from the merger of two healthcare organizations, they faced a crucial choice: adapt an existing intranet platform or go custom. With a workforce of around 32,000, a tailored solution emerged as the best fit. We connected with Richard Baldwin, Manager, Digital Presence and Content for Prisma Health, for a retrospective on the project from inception to launch. His three takeaways? Get the right executive buy-in, take a communications-centered approach, and know how you're going to measure success.
It All Starts at the Top
Executive buy-in is crucial to a successful intranet launch. Getting early sign-off from all stakeholders at the beginning helps ensure a smooth process. Communications, information technology (IT) and information security (IS/InfoSec) leadership should all be at the table from the get-go. Security is particularly important for healthcare systems because sensitive information is often stored and shared internally. Additionally, silent stakeholders, such as nurses, physicians and campus leadership, need to be aware of how their content will be packaged, where it will live and how it will be disseminated.
Take a Communications-Centered Approach
Intranets are often seen as file servers relegated to the IT department as technical repositories of data and documents. The communications piece can get left behind. But for Prisma Health, better communication was the whole point. With more remote workers than ever during the COVID-19 pandemic, the organization needed a way to "inform, inspire and uplift" its employees, as well as create a renewed sense of community post-merger.
Understand the Metrics for Success
Prisma can now easily measure internal engagement through website hits, content clicks and article consumption. If employees are consuming content, they are engaged. It’s that simple. But there is another important way to measure the success of an intranet that isn’t exactly a metric. Post-launch, you shouldn’t have to invest a lot of money, time and resources into internal communications or employees getting what they need (files, templates, access to critical tools, etc.). Basically, if operations are running smoothly, the intranet is doing its job.
Prisma’s new intranet has also eliminated a lot of rework for its communications team. Standardized templates and workflows keep communication consistent, and employees can further customize web content with minimal technical support using custom tools.
Working with a Full-Service Digital Agency Helps
For a large healthcare system like Prisma Health, investing in a custom-built, post merger intranet is paying off. The result is a more engaging, user-centered platform that resonates with employees needs. The proof is in the metrics.
Since launch, Prisma has achieved:
110% increase in average session duration
129% increase in sessions per user
While there are advantages to out-of-the-box solutions that can be managed by your internal IT department, they often aren’t purpose-built for your audience’s unique needs. This is where a custom-built solution, designed and implemented by an experienced digital agency, can make all the difference. A tailored intranet becomes a valuable tool that employees use every day, enhancing engagement and productivity. After all, your internal team is a key audience for your brand.
Custom Intranet Solutions Drive Engagement
A custom-built solution designed by a digital agency ensures your intranet not only meets its purpose but also drives lasting engagement. Looking for proven strategies to enhance your internal communications and employee engagement? Subscribe to our newsletter and download the definitive guide to healthcare intranets for actionable insights and real-world success stories.