The knowledge behind care and service improves as the work goes on

Maccabi serves more than 2.6 million members. Physicians, service providers, administrative staff and support teams rely every day on professional and organizational knowledge to respond, make decisions and complete work processes. The information they need may concern a medical test, medical equipment, a medication, eligibility or a procedure. In each of these cases, the employee needs to quickly reach the information relevant to the case in front of them, understand it and know how to proceed.

Through ClearMash, Maccabi created a knowledge environment that serves a wide range of domains in the organization. The content owners keep professional responsibility for the information, employees get a simple and convenient way to reach the answer, and the day-to-day use of the knowledge helps identify gaps, refine content and improve it over time.

The usage data point to increased consumption of professional knowledge, shorter processes for locating information and a reduced need to turn to experts on topics where the information is available to employees in a clear and accessible way.

The project went live with four knowledge communities: procedures, eligibility and administrative information for the community of Maccabi’s 24/7 service center, administration, and organization-wide.

With the launch, the communities began serving the relevant target audiences, and later the knowledge environment expanded to more content areas and to the establishment of a learning community.

The knowledge owners in each domain manage, update and approve the content they are responsible for. The employee, for their part, can reach the information relevant to them without knowing the organizational structure behind it. Alongside the information, it is possible to present the conditions under which it applies, the exceptions and the next action required, and so give the employee a clear basis for continuing to handle the case.

Using ClearMash makes it possible to look at knowledge management from several angles: whether employees turn to the knowledge, how long it takes them to reach the relevant information and in which cases they still need to turn to an expert.

Together with the questions and feedback from the field, this data gives the knowledge owners a practical basis for identifying gaps and prioritizing the next improvements.

The same principle guides the training community and the technology center as well. An employee can return to information they were introduced to in training at exactly the moment they need it during their work, and an employee who runs into a technical problem can find guidance and know when further support is needed. Every domain brings new questions with it, and every question can become an opportunity to refine and improve the knowledge the organization makes available to its employees.