Modernizing Healthcare Regulation and Serving the Canadian Public
The College of Doctors and Surgeons of Ontario (CPSO) collaborated with Deloitte to modernize healthcare regulation through digital transformation. This partnership became crucial during the COVID-19 pandemic when Ontario faced unprecedented challenges in healthcare delivery.
The Challenge
For over 150 years, CPSO has regulated medical practice in Ontario. Before its transformation, CPSO faced significant operational challenges due to manual, paper-based processes and disconnected systems. These outdated systems created difficulties in managing data, limited communication channels, and restricted operational hours.
Transforming Healthcare Regulation
CPSO’s vision was to standardize and consolidate its regulatory functions on Microsoft’s single platform. Deloitte guided CPSO in completing their cloud expansion and configuring the platform to meet their needs. The modernization program included three key workstreams:
- Modernizing core regulatory functions, including a new membership portal
- Consolidating document and records management to a cloud-based platform
- Creating an enterprise resource planning (ERP) platform to support back-office requirements
Key Outcomes
The digital transformation delivered immediate and measurable value, including:
- Streamlined operational processes through digitalization
- Reduced workload and cost savings
- Consistency across the organization in serving members
- Over 44,000 messages exchanged digitally through the new self-service portal in the first year
- The transformation is already one-third paid off after just two years
- Membership fees remained unchanged throughout the transition
Expert Insights
“We’ve achieved faster process times. We can see all the data in one place and we have version control. As a result, we can more effectively ensure quality care is provided by our members.” – Nathalie Novak, Chief Transformation Officer, CPSO
The success of this project was attributed to CPSO and Deloitte working as one team, leveraging domain expertise across various practices including financial advisory, regulatory, healthcare, and digital transformation. This partnership not only modernized CPSO’s operations but also helped maintain public trust in healthcare regulation during a critical period.
