DR BATRA'S : 'We have not outsourced our business processes, as we don't want to lose managerial control'

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Dr Batra's Positive Health Clinic is a nationwide chain of 50 specialty clinics spread across 19 cities in India, Mauritius, and the UK. It is one of the few clinics having a customized patient database which contains the patient's medical history and treatment details, and this information is accessible from any branch. Its cyber clinic offers online consultation and treatment to more than 4.5 lakh people from over 86 countries every month. Technology is managed by Balkrishna Rai, head, IT, Dr Batra's Positive Health Clinic. In an interaction with VOICE&DATA, Rai spoke about the need for new technologies and expansion plans. Excerpts

IT and telecom infrastructure play a vital role in any company's growth. Can you throw some light on the architecture in your company?
We have more than 600 desktops across 54 locations. We have taken network connectivity through Tulip IT. Most locations are connected using MPLS network where the last mile is RF; few locations are connected through leased line/fiber. We have seven IBM servers hosted in Tulip IDC. The Tulip IDC setup is as follows: there are 2 application servers having a NLB feature for load balancing and 2 SQL servers, which are clustered. The database is on a SAN device.

For security management, we have installed the Firebox X e-Series security appliance. For bandwidth optimization, we have installed the Citrix Netscaler device. A reputed IT company has developed customized medical software, called clinical management software, which is being used by all our clinics. The front-end is developed using dot net technology and SQL is the database. At back-end, we use Focus RT application to maintain financial data.

Balkrishna Rai
head, IT, Dr Batra's Positive Health Clinic

Do you have a common IT/telecom infrastructure for all facilities?
We have a centralized clinical management package, developed by a reputed IT company (CMM level5), which is used across all our clinics. The application has been developed using the latest dot net technology and MSSQL as back-end. Doctors in the clinics use Hompath Software, which guides them with correct medicine, potency, and repetition.

Before ERP systems, each clinic in the organization had its own computer system and database. Unfortunately, many of these systems were not able to communicate with one another, resulting in non-uniformity of data across all locations. Now, with the new application implemented across all locations, it has benefited both the company as well as the patient. Any patient can visit any clinic and receive the same quality of treatment and any doctor can easily access the patient's medical history. The implementation of the application has helped the company have a centralized reporting system.

Outsourcing has become a buzzword for enterprises today. What is your view on it?
We have not outsourced any of our business processes, as we tend to lose managerial control. This happens because it is more difficult to manage the outsourcing service provider than to manage one's own employees.

Another disadvantage of outsourcing is that it can be a threat to the security and confidentiality of the company. Outsourcing may also result in the possible loss of flexibility in reacting to changing business conditions, lack of internal and external customer focus, and sharing cost savings.

How do you ensure that IT/telecom infrastructure investments transform into business goal attainment?
Strategic use of information technology is a fundamental issue for every business. The effective and efficient utilization of information technology requires the alignment of IT strategies with business strategies. Information technology enables business processes to be redesigned in a way that was earlier considered impractical or impossible.

IT can dramatically alter the methods and speed of communication within and among departments/branches and can help financial growth of business. To succeed in an increasingly competitive, information-intense and dynamic environment, the alignment of business strategies and information technology strategies is a necessity.

We live in an age of fierce competition, fiscal concerns, and uncertainty. We work hard to improve operational efficiency, reduce operating costs, and increase efficiency by automating and streamlining existing business processes. Smart companies are achieving their business and financial goals by embracing and making technology work for them.

What solutions have you deployed to manage network security?
We use the Firebox X e-Series security appliance into a comprehensive unified threat management (UTM) solution-the best in class-with the UTM Software Suite from WatchGuard. The suite includes powerful security subscriptions that boost defenses in critical attack areas for maximum network protection. We have restricted physical access of servers and networking equipment such as routers and switches. Servers are kept in rooms that can be accessed only by those who are designated to work on the equipment. We have a company-wide restrictive Internet use and mail access policy.

Can you talk about the range of connectivity solutions in your company?
We have more than 55 locations across India. Over 40 of these locations are connected through the MPLS network where the last mile is RF. And about 10 locations are connected through leased line/fiber. For redundancy purpose, we have also provided ISDN line/VPN backup for all locations. We have structured LAN cabling at all locations to ensure better connectivity. All locations have 128 kbps-2mbps connectivity with appropriate backup, ensuring minimal down time.

What are the typical network challenges that you face, and how do you address them?
We have to ensure that we provide secure and consistent connectivity to all our locations at any point of time. As we are opening new clinics across India, continuously monitoring the network with appropriate security is highly needed. The business requirement and expectations in terms of the speed of application connectivity, having 100% uptime and problem resolution, are also increasing.

Any up-gradations planned in the near future?
On the application front, we plan to add new modules like administration, asset management, and human resources to the existing software. We are also in the process of integrating the existing applications. In terms of hardware, we have the latest IBM xSeries servers with NLB and clustering features to handle the load factor for at least the next two years.

We will continue to use new technologies to drastically change our business functions and to shift cost structures, resulting in what some call the information-based organization. Implementing today's new technologies shows how a business can successfully grow from within, creating a cycle of cost control, leading to better services and more growth.

Sandeep Budki
sandeepb@cybermedia.co.in