Case Study — Provincial Digital Health Transformation

Executing a Provincial Digital Health Transformation Across Clinical Systems, Identity, and Emergency Services

A province-wide transformation across digital identity, emergency response (NG911), and clinical systems required alignment across government, healthcare, and frontline responders — where execution risk emerged across workflows, governance, and adoption.

Clinical and emergency workflows
aligned across multiple agencies

Cross-agency execution

NG911 readiness established
across emergency response environments

Emergency services transformation

Identity and access workflows
standardized across health systems

Digital identity integration

Adoption stabilized across clinical,
operational, and government stakeholders

Multi-stream adoption

The Situation

A complex provincial transformation with fragmented execution

The Province of British Columbia initiated a multi-stream digital transformation spanning healthcare, emergency services, and citizen identity systems.

The program included:

Provincial Health Services Authority (PHSA) clinical systems
BC Emergency Health Services (BCEHS) NG911 implementation
Identity Management (IDIM) modernization across government and health
Service BC digital service transformation
Integration with ServiceNow, biometrics, and information security platforms

The environment was highly complex:

Multiple ministries, agencies, and health authorities operating in parallel
Disconnected identity, clinical, and operational systems
Diverse stakeholder groups across clinical, emergency response, and government
Strict privacy, security, and data governance requirements
Parallel transformation streams with significant interdependencies

Key challenges emerged early:

Clinical and emergency workflows not aligned to system changes
Identity and access processes inconsistent across agencies
Limited integration between digital identity and clinical systems
Stakeholder alignment fragmented across ministries and health organizations
Adoption risk across frontline responders and clinical users

Execution risk was emerging across systems, functions, and agencies.

Where Transformation Broke Down

Execution risk was systemic, not isolated

Identity management processes were designed without full alignment to clinical and operational workflows
NG911 transformation required coordination across emergency responders, but workflows were not consistently defined
Clinical system changes were not fully aligned with frontline practice
Data governance and information management lacked consistent operational integration
Stakeholder engagement across ministries and agencies was inconsistent
Ownership of end-to-end workflows across identity, access, and clinical use was unclear

Change was occurring across multiple streams, but execution lacked alignment across systems and stakeholders.

What We Did

Embedded execution alignment across clinical, identity, and operational workflows

Synerquest embedded change directly into workflows, governance, and delivery — aligning execution across ministries, health systems, and frontline environments.

Align

Established alignment across government, health authorities, and emergency services
Defined end-to-end workflows spanning identity, access, and clinical use
Aligned leadership on privacy, security, and operational priorities across ministries

Engage

Facilitated engagement across physicians, nurses, emergency responders, and government stakeholders
Conducted cross-functional workshops to validate workflows and impacts
Activated stakeholder networks across ministries and health agencies

Enable

Developed role-based enablement aligned to clinical, emergency, and administrative workflows
Created training materials, workflow guides, and communication assets
Supported readiness across NG911, identity systems, and clinical environments

Evolve

Supported go-live readiness and post-implementation stabilization across streams
Established adoption tracking across clinical and operational workflows
Reinforced governance and leadership accountability for sustained adoption

What Changed

Before and after execution alignment

Clinical Workflows

Inconsistent workflows across sites and departments

Standardized workflows aligned to digital systems and care delivery

Emergency Response (NG911)

Fragmented coordination across responder environments

Integrated workflows supporting coordinated emergency response

Identity & Access

Disconnected identity systems across agencies

Unified identity and access aligned to clinical and operational needs

Data Governance

Policy-driven with limited operational integration

Embedded into workflows and operational decision-making

Adoption

Fragmented and inconsistent across stakeholders

Structured and stabilized across clinical, government, and emergency teams

Leadership Alignment

Siloed across ministries and agencies

Coordinated governance across transformation streams

Measurable Impact

Outcomes that held

Clinical and operational workflows aligned across multiple health and government organizations

NG911 readiness successfully supported across emergency response environments

Identity and access processes standardized and integrated across agencies

Adoption stabilized across clinical, operational, and government stakeholders

Data governance embedded into operational workflows and decision-making across the program

Why It Worked

Execution aligned across systems, not just initiatives

Change was embedded across identity, clinical, and operational workflows
Government, healthcare, and emergency services were aligned to shared outcomes
Stakeholder engagement was structured and execution-focused across all streams
Adoption was measured through workflow performance and operational readiness
Sustainment was built into governance and operating models from the start

This is what execution-led provincial healthcare transformation looks like in practice.

If execution is at risk — this is where we start.

We work with government and healthcare organizations where cross-agency alignment, clinical adoption, and operational readiness determine success.

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