Digitalization as a Journey

® You don’t join us – We join you !

February 2019

Claus T. Jensen, CTO

2Proprietary©2018

Our Promise: “We Join You” – Connected HealthPeople need help obtaining better, more proactive, personalized care. By combining analytics and human touch we will create a new approach to health care.

• Synthesizes everything we know

about you

• Understands your goals and

preferences

• Provides you with actionable

insight

INSIGHT TO HELP YOU ACHIEVE YOUR GOALS

• Curates and coordinates all

messages we send you

• Remembers and learns from all

interactions you have with us

• Predicts and engages through

Next Best Action

A COORDINATED EXPERIENCE THAT WOWS YOU

• Identifies you across time, space

and products

• Never forces you to register more

than once

• Reconciles and conforms data

from many sources

INTEGRATION THAT GIVES YOU ACCESS TO EVERYTHING

EXPERIENCE FOUNDATIONAL

Security and Stability

3Proprietary©2018

Fun Facts - Aetna Size and Complexity

Aetna is a diversified health company with a broad range of products and services

Benefit Admin Model Service Model Care Model

Actionable InsightsReporting & Business Performance

Engagement

Transactional

~38.8M Members

Ecosystem PlatformAccount for Life Global IDNext Gen

AuthenticationPreferences 360 Profile

Omni-Channel

Interaction

Insights

60M+ Annual

Member Logins

1B+ Printed Pages

~1.2M Healthcare

Professionals~5,700 Hospitals ~150K Brokers

20+ Product Lines, 8.7K Networks

80% Auto-Adjudication Rate

390M+ Medical Claims per year

120M+ Calls per year

25K Customer Service Reps

8,000+ Nurses

80+ Clinical Programs

18M+ Member Care Plans

20K+ HIPAA Reports 275 Local Markets2.3M Members Identified for various

Clinical Programs

4Proprietary©2018

The Parameters for Growth are Multiplying

IT Scale and Growth is no longer tied to Membership alone

• As we transform our

engagement model and

increase the omni-

channel touchpoints for

the health consumer,

the scale and

complexity of IT

operations increase

significantly

• New capabilities such

as Next Best Action,

Voice interactions and

Intelligent processes

add to the upwards

pressure

New Parameters for Growth+50%

Increase in digital

interactions

2xAdded product

complexity

21pbNew analytical

data

0%Increase in

infrastructure cost

0%Increase in

operational

incidents

5Proprietary©2018

Integrated Platform Ecosystem Enables InnovationCustomer obsession means accelerated innovation for the entire population and enhanced ability to focus on true consumer needs

An Integrated Business Platform with great technology ecosystem processes enable us to incubate ideas quickly,

evaluate and drive to production for all 38m+ members

Historical Innovation Innovation In the FutureDisparate business platforms leading to sluggish, segmented

member impact

MEDICARE

MEMBER

INNOVATION

MEDICAID

COMMERCIAL

6Proprietary©2018©2018

Business Platform Strategy – Strategic ProgramsStrategic, simultaneous investments are transforming the Business Operating Platforms

Sales & Marketing Platform

(Member Messaging &

Non-Member Constituents)

Service Platform Clinical & Logistics Platform

United Data Fabric

(Non Real-Time Data, Hybrid)

Benefit Admin Model Service Model Care Model

Actionable InsightsReporting & Business Performance

Provider

&

Network

Platform

ACAS (Commercial)

QNXT (Medicaid)

NextGen (Medicare)

Digital Consumer Experience

(Authenticated Member Experiences)

Engagement

Transactional

Specialty

Other

(Plan Sponsor, Broker, Rx, Funds)

Ecosystem PlatformAccount for Life Global IDNext Gen

AuthenticationPreferences 360 Profile

Omni-Channel

Interaction

Insights

• Aetna Health

• Apple Partnership

• Provider Data Innovation

• Medicare NextGen

• Aetna One Advocate

• Guided Personal Service

• Community Care

• Financial Data Repository

Major Ongoing Programs

1

2

3

4

5

6

7

88

4

3

75 6

1 2

# = Not yet fully integrated with strategic platforms

7Proprietary©2018

Deliver

connected

health by

integrating

the

consumer

journey

across the

delivery

spectrum

What does an Ecosystem Platform look like?Ecosystem enablers for providing a Connected Health journey

Multiple identities

“We always know you”

Discon-nected

data sources

Unified Data Fabric

Multiple preferen-

ces

We remember what you

told us

Individualization

Global Identity Integrated InsightsPreferences and Permissions

Proprietary

Identity key mapping

Single authenticated ID

Preferences

Permissions

Integrated via Global ID

Data catalog

Consistent semantics

Integrated via Global ID

and Permissions

Integration technologies and practices must work together across the board

8Proprietary©2018©2018

Unique

Capability

Data

Provider(s)

DP GW - DC

Hybrid Cloud API Management PlatformA single API management platform that simplifies creation, management and consumption of APIs, keeps API development costs low and security high

Highlights

API consumers can access any

API on any gateway with the

same security token; single set of

policies and crypto materials

DataPower gateways in multiple

datacenters

Cross Domain traffic uses

managed APIs for access (even

inside a datacenter)

Integration as a specialized

discipline

Dual disintermediation via

(payload mapping) APIs on top of

Services; different lifecycles

Opportunistic APIs are not

reusable, each API consumer gets

their own custom API

Domain based teams and

ownership for APIs and services

1

2

3

4

5

6

7

Data

Provider(s)

DP GW - AWS

API Consumers

Management

Console

Developer Portal

Analytics

1

2

Data

Provider(s)

DP GW - Azure

Ultra low cost, nimble speed

API E2E: ~$5K (industry leading)

New APIs in days to weeks

API changes in hours to days

9Proprietary©2018

Putting it All Together – A Real Example Avoidable Readmissions

#1 Collecting individualized data by using global ID to correlate data sources, data catalog to

bring the data together and the consistent semantics to understand what was collected

#2 Apply analytics to identify at risk patients recently at the ER or hospitalized by using

permissions to determine compliance rules for cross-leveraging data

#3 Engage the patient by using preferences to determine the best channel of contact, knowing

that her desires are respected because of global ID and consolidated preferences

#4 Coordinate care and service by using the global ID and the API platform to expose consistent

information to clinicians, CSR’s and Minute Clinic personnel

#5 Continue the dialog via digital tools by using global ID, global account and the API platform to

make sure the patient has unified access to everything we offer

How Integration Enabling Technology Helps

10Proprietary©2018

Spotlight: Single Pane of GlassThe ecosystem platform enables a single pane of glass approach

ConsumersOmni-channel

Engagement

Platform

Service

Clinicians

CSRs

Supply Chain

Constituents

Local Groups

Business

Information Model

11Proprietary©2018

Operational Data Availability~70% of all operational data is accessible via our world class hybrid cloud API management and integration platform, moving rapidly towards 100%

Support Data J

45%

Core Data B

100%

Support Data G

70%

Support Data L

40%

Ancillary Data P

0%

Ancillary Data O

20%

Ancillary Data N

25%

Core Data D

95%

Core Data F

75%

Support Data H

65%

Ancillary Data M

35%

Core Data E

75%

Support Data K

45%

Core Data C

100%

Core Data A

100%

Support Data I

60%

❖ Active Program/Activities

12Proprietary©2018©2018

Spotlight: Next Best ActionTo deliver a differentiated member experience, Next Best Action (NBA) capabilities must be in-flight integrated across channels and signal sources

Business Operating PlatformNext Best Action Analytics

Fully Mature Next Best Action Platform

Situational Decision Process (Real-Time)

Co

gn

itiv

e F

ee

db

ac

k L

oo

p

(Re

al-

Tim

e)

Suggested Action,

Time and Channel

Communication Manager(Choke & Control Messages)

Interaction Tracker(Record Interactions in Real-Time)

Service, Clinical

and Compliance

items

Predictive Analytics

(Predicting Impact)

• Available now – Global

preferences and ability to run

opportunistic campaigns

• In progress – Individual,

predictive, analytical signals

that are globally consistent

• Future – Global tracking of

all interactions and in flight,

real time, prioritization of

actions in the context of

personal goals and priorities

Example: An in flight pre-

authorization is probably more

important to a member than a

new flu shot campaign

NBA Journey

DATA LAKE

Benefit Administration

Clinical & Logistics

Brokering of Priorities / Omni-channel Orchestration

Systems of Engagement

Digital Apps

CSRClinician

PrintMarketing

Local

13Proprietary©2018

Analytical Data Availability

The Unified Data Fabric for Systems of Insight is well established – and used (a lot)

All but one All but oneNearly

complete

Majority and

growing

Limited but

growing

Primarily via

EDW

Claims

Member/Membership

Customer

Policy/Benefits

Organization

Provider

Revenue

Reference

Clinical Management

Sales & Commission

Da

ta S

ub

jec

t A

rea

s

Curated Data Enriched Data

Analytically

Conformed(globally consistent)

Conformed(uniform subject)

Viewable(source specific)

Raw Ingest(source specific)

Integrated(business centric)

Analytically

Enriched(usage specific)

14Proprietary©2018

Select Portfolio Principles – Key Takeaways

Success requires strong leadership, perseverance and thoughtful platform integration

#1Avoid discontinuity for the health consumer by ensuring coordination between different

organizations

#2Always use the right “source of truth” for data and insight, do not make copies of data where

it can be avoided

#3Consolidate platforms within each “capability category”, eliminate functionality sprawl yet

allow each category to evolve independently

#4 Use our world-class integration platform to create a customer obsessed experience

#5None of this will work without the ecosystem platform capabilities (i.e., we would not have

the freedom to evolve while integrating what the consumer sees/experiences)

Portfolio Principles