In the first month that Kaiser Permanente's new mobile-optimized website was live, KP.org received more than 1.9 million hits from smartphones. Considering that slightly less than half of the giant healthcare organization's 9 million members are registered for its website, CIO Philip Fasano saw the quick adoption as vindication of his slow-but-steady mobile approach.
"A quarter of our users have already jumped on the bandwagon," he says. "We haven't had a lot of calls for help yet."
Fasano says the rollout in January was challenging because the organization required a high level of security, a heavy infrastructure investment, an easy-to-use app and a beefed-up mobile development group. "We've been considering mobile capability very carefully for a year and a half," he says. "Everyone wants to go fast. Our competitors had headlines about launching. I wanted mobile capability, but also a road map for sustaining it. We have a plan to continually add features. Members have an awful lot of expectations."