Former CIGNA HealthCare's (a division of CIGNA, Philadelphia; $16.5 billion in 2006 revenue) first CIO, Conde will use that experience to support the company's portfolio of health services products, self-service capabilities and its customer-centric service model in his newly created position.

Conde is giving high priority to evaluating activities that still require some element of manual processing. "I'm looking at force-ranking those activities in order to see if there's some immediate, low-hanging fruit that we can collect to further automate our processes," he comments. The goal, he adds, is to "reduce the overall cost associated with those processes, while making them more reliable and predictable in terms of the time needed to perform the activities."

While Conde emphasizes the ongoing nature of process automation, he anticipates the opportunity to create a "significant uplift" in the overall experience of end-customers by addressing some salient challenges. "As always, there is a top set of issues that have a large impact on customers," he relates. "We're looking to resolve those very quickly and make sure that we have a much smoother operation, from an electronic processing standpoint."

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