Reportlinker Adds Top Healthcare Payer ITO Vendors, Black Book Survey Results

Jun 01, 2010, 07:51 ET from Reportlinker

NEW YORK, June 1 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:

Top Healthcare Payer ITO Vendors, Black Book Survey Results

http://www.reportlinker.com/p0199274/2009-Top-Healthcare-Payer-ITO-Vendors-Black-Book-Survey-2009-Results.html

In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor in ITO initiatives, and ranked on a 1–10 scale in mean format. The key follows in the report detail.

Slices of the data fields (provided in the registration of ballot submitters) allow Black Book to also determine the top rankings among provider and payer outsourcing users, and by function and project type as described/defined directly by the user.

Key findings

Key finding: the most important customer satisfaction KPIs increased significantly in all healthcare payer client types in 2009–10

In 2009, payers' most important attributes influencing their satisfaction with their outsourcing suppliers were cost-based. KPIs in scalability, client adaptability and flexible pricing and marginal value adds were identified by the majority of payers and insurers as the major satisfaction drivers from their contractual outsourcing arrangements.

Technology enhancements were the most important issues to hospitals and health systems and provided client satisfaction in 2009. Confidence in innovation, best of breed technology, data security and back-up protection and successful integrations and interfaces are the most overwhelmingly important attributes influencing hospital customers' satisfaction with their outsourcing providers.

Relationships were the most important attributes influencing government healthcare customers' satisfaction with their outsourcing providers, specifically naming support and customer care, customizations and reliability as 2009's key deal keepers.

Key finding: ITO vendor dissatisfaction is rare in the healthcare payer industry

Real dissatisfaction is uncommon in the health plan sector, occurring in only 4.9% of contracts, increasing satisfaction over 50% from managed care client user responses recorded in 2007–08.

Key finding: in healthcare payer ITO contracts, single-vendor arrangements produce the highest satisfaction rates

Single-vendors offering both comprehensive ITO and bundled ITO/BPO services to healthcare clients are the highest rated overall.

Key finding: payers greatly increase outsourcing spend in 2009

Payers are accelerating their spending on outsourcing, largely driven by national initiatives toward EMR adoption. Collectively, payers that outsource believe that the level of ITO service they receive from their outsourcer is an improvement over the services they have received previously.

Healthcare payers ITO – top honors overall 2009

Top honors overall

Hexaware Caliber Point

www.caliberpoint.com

Healthcare payers ITO – top vendor by function 2009

Applications development and maintenance

Hexaware Caliber Point

www.caliberpoint.com

Infrastructure management

CGI

www.cgi.com

Professional IT services

CSC

www.csc.com

QA and bundled ITO/BPO services

Hexaware Caliber Point

www.caliberpoint.com

TABLE OF CONTENTS

INTRODUCTION 5

Impact of the economic stimulus package 7

Target users of the survey 7

The Black Book of Outsourcing's healthcare payer vertical survey 7

SUMMARY 9

Survey overview 9

Using Black Book to evaluate healthcare payer industry vendors 9

Key findings 10

Healthcare payers ITO – top honors overall 2009 10

Healthcare payers ITO – top vendor by function 2009 10

Most important factors in choosing your vendor 11

Healthcare industry increases use of outsourced IT and ITO: market activity increases sharply in Q4 2009 forward 12

Findings review 12

BLACK BOOK METHODOLOGY 13

How the data sets are collected 13

Understanding the statistical confidence of Black Book data 13

Who participates in the Black Book ranking process 14

Mid-market HRO vendor rankings and results, 2009 14

TOP 20 HEALTHCARE PAYERS ITO VENDORS 15

STOP LIGHT SCORING KEY 16

Operational excellence of healthcare payers ITO vendors 16

OVERALL KPI LEADERS 21

Top score per individual criteria 21

Outsourcing vendors with most top individual criteria scores 22

INDIVIDUAL KEY PERFORMANCE 23

APPENDIX 42

Orbys consulting 42

Disclaimer 42

Companies mentioned

Hexaware Caliber Point, CSC, CGI, IBM Global, Fiserv, ACS (a Xerox company), Wipro Infocrossing, Perot Systems, Cognizant, Accenture, Lionbridge, Unisys, Patni, Hewlett Packard EDS, Keane, Apollo Health Street, Capgemini, Syntel Inc, Antares Solutions, Infosys

To order this report:

Healthcare Industry: Top Healthcare Payer ITO Vendors, Black Book Survey Results

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Nicolas Bombourg

Reportlinker

Email: nbo@reportlinker.com

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Intl: +1 805-652-2626

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