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Healthcare Provider IT Services – Service Provider Landscape
Everest Group’s proprietary database of 1,000+ large, multi-year IT services
contracts within healthcare (updated annually)
The database tracks the following elements of each large ITS relationship:
– Buyer details including industry, size, and signing region
– Contract details including TCV, ACV, term, start date, service provider FTEs,
and pricing structure
– Activity broken down separately for healthcare payer, life sciences, and
provider, and by business subsegment (for example, pharmaceuticals and
medical devices)
– Scope coverage of functional activities and buyer geography
– Global sourcing leverage including delivery locations and level of offshoring
Everest Group’s healthcare outsourcing research is based on
two key sources of proprietary information
1
Everest Group’s proprietary database of operational capability of major
healthcare and life sciences IT service providers (updated annually)
The database tracks the following capability elements for each service provider:
– Overall revenue, total employees, and healthcare employees
– Major healthcare IT clients and recent wins
– Recent HLS-related developments
– HLS IT delivery locations
– HLS IT service suite
– Domain capabilities, proprietary solutions, and intellectual property
investments
2
Service providers covered in the analysis1,2
1 Assessment for Atos, BT Global Services, IBM, Tech Mahindra, and Unisys excludes service provider inputs on this particular study and is
based on Everest Group’s estimates, which leverage Everest Group’s proprietary Transaction Intelligence (TI) database, ongoing coverage of Atos, BT
Global Services, IBM, Tech Mahindra, and Unisys, service provider public disclosures, and interaction with buyers
2 RFI submitted by Dell Services before completion of acquisition by NTT DATA. New entity is known as NTT DATA Services
Confidentiality: Everest Group takes its confidentiality pledge very seriously. Any information that is contract-specific, will be presented back to the industry only in an
A successful patient engagement program rests on data management including unifying various data sources, and contextualizing data for care population
to improve care outcomes, experience, & reduce costs.
Why big data & analytics?
Big data & analytics is a highly mature patient engagement investment vehicle: Well-articulated and backed by broad-based investments that link patient
engagement directly to overall strategic initiatives.
Initiative maturity: High
Best-in-class examples
Customize care
Data management
Improving operational
performance
Kaiser Permanente
Pilot program achieved 26% reduction in mortality
rates for pilot
Hospital Corporation of America (HCA)
Reduced the number of patients harboring MRSA by
37%
Kaiser Permanente
Leveraged Hadoop-based data blending to
uncover value hidden in social media and
unstructured data sources
HCA
Reduced clinical data warehouse latency from 48
hours to 6 hours
Cleveland Clinic
Used big data and analytics to offer competitive value-
Best-in-class health systems have shown direct co-relation with their financial performance resulting in better profitability and faster margin appreciation
8%
38%
-8%
Operating income growth
2012-20141
13%
43%
5%
Operating margin growth
2012-20141
Best-in-class health
systems have better
profitability than
the industry
Industry averageIndustry average
Best-in-class health
systems exhibit
faster margin
appreciation
1 Industry average includes the 10 health systems assessed in the study
Accenture, Cognizant, CGI, CSC, NTT DATA Services,
and Optum, emerge as Leaders on Everest Group’s
PEAK Matrix for provider IT services
Everest Group Performance | Experience | Ability | Knowledge (PEAK) Matrix for provider IT services1,2
1 Assessment for Atos, BT Global Services, IBM, Tech Mahindra, and Unisys excludes service provider inputs on this particular study and is based on Everest
Group’s estimates, which leverage Everest Group’s proprietary Transaction Intelligence (TI) database, ongoing coverage of Atos, BT Global Services, IBM, Tech
Mahindra, and Unisys, service provider public disclosures, and interaction with buyers
2 RFI submitted by Dell Services before completion of acquisition by NTT DATA. New entity is known as NTT DATA Services
Source: Everest Group (2016)
75th percentile
Low
Low High
High
25
thp
erc
en
tile
25th percentile
Leaders
Aspirants
75
thp
erc
en
tileMajor Contenders
Delivery capability
(Scale, scope, domain investments, delivery footprint, innovation, and buyer satisfaction)
(Scale, scope, domain investments, delivery footprint, innovation, and buyer satisfaction)
Mark
et
su
ccess
(Tra
nsa
ctio
n a
ctiv
ity)
Accenture
Cognizant
Optum
CSC
CGI
IBM
HPE
Wipro
Atos
HCL Technologies
BT Global Services
Syntel
CompuCom
HexawareUnisys
Tech Mahindra
Capgemini
EPAM, HCL Technologies, and Syntel their market
standing, being designated as Star Performers on the
PEAK Matrix
Everest Group Performance | Experience | Ability | Knowledge (PEAK) Matrix for provider IT services1,2
1 Assessment for Atos, BT Global Services, IBM, Tech Mahindra, and Unisys excludes service provider inputs on this particular study and is based on Everest
Group’s estimates, which leverage Everest Group’s proprietary Transaction Intelligence (TI) database, ongoing coverage of Atos, BT Global Services, IBM, Tech
Mahindra, and Unisys, service provider public disclosures, and interaction with buyers
2 RFI submitted by Dell Services before completion of acquisition by NTT DATA. New entity is known as NTT DATA Services
(Scale, scope, domain investments, delivery footprint, innovation, and buyer satisfaction)
Mark
et
su
ccess
(Tra
nsa
ctio
n a
ctiv
ity)
Accenture
NTT DATA Services
Cognizant
Optum
CSC
CGI
IBM
HPE
Wipro
Atos
HCL Technologies
BT Global Services
Syntel
CompuCom
Hexaware
EPAM
Unisys
Tech Mahindra
Capgemini
Virtusa
L&T Infotech
GAVS
Among recent M&A, CSC and HPE is expected to
benefit from a complementary portfolio in the
provider IT space
Everest Group Performance | Experience | Ability | Knowledge (PEAK) Matrix for provider IT services1,2
1 Assessment for Atos, BT Global Services, IBM, Tech Mahindra, and Unisys excludes service provider inputs on this particular study and is based on Everest
Group’s estimates, which leverage Everest Group’s proprietary Transaction Intelligence (TI) database, ongoing coverage of Atos, BT Global Services, IBM, Tech
Mahindra, and Unisys, service provider public disclosures, and interaction with buyers
2 RFI submitted by Dell Services before completion of acquisition by NTT DATA. New entity is known as NTT DATA Services
Leaders: Accenture, CGI, Cognizant, CSC, NTT DATA Services, and Optum
Leaders have established a successful business to support both small and large-scale clients in the provider market. (e.g., NTT DATA Services
registering billion plus revenue from the provider sector alone). Even though a major portion of their revenue is generated out of the U.S. market, these
players have developed a strong foothold globally
These players have a highly balanced portfolio that cuts across application, infrastructure, and consulting services. Their ability to keep pace with the
market dynamics through continued investments in technology and services capability development (internal IP / proprietary solutions, etc.) have helped
them to successfully close big client engagements
These players have a significant presence across all provider service lines including large health systems, stand-alone hospitals/clinics, etc. Leaders
showcase strong domain expertise in this field and that comes in handy when clients are looking for a technology partner to meet their cost containment
and regulatory compliance agenda. In this regard, Leaders have made significant bets on taking an integrated operations/ BPaaS approach to payers
Leaders enter into strategic alliances or acquire / merge with next-generation technology players in the market to enhance their capabilities, and this in
turn, helps their clients to future-proof their IT investments (e.g., IBM-Truven Health and Cognizant-TriZetto)
Leaders face a strong competition from Major Contenders, in both new and rebid deal situations alike, with rising anti-incumbency, increasing
competition, and low switching costs
Major Contenders: Atos, BT Global Services, CompuCom, Capgemini, EPAM, HCL Technologies, Hexaware, HPE, IBM, Syntel, Unisys, and
Wipro
The Major Contenders segment comprises a heterogeneous mix of global MNCs, large- & mid-sized firms, specialists, and regional players. While
some have built meaningful capabilities to deliver the entire IT services stack, others focus on differentiating by specializing in specific areas within the
provider market (such as population health management, remote care management, and EHR/EMR implementation) and service areas such as
package implementations, cloud services, and quality assurance
However, these service portfolios are not as balanced and comprehensive as those of Leaders (in terms of coverage across the IT subfunctions,
geographies, and provider service lines)
However, these players are making high-profile investments in developing solutions, specifically around automation and digital capabilities, to bridge the
gap with Leaders. For instance, Wipro with Assure Health, and HOLMES (technology offerings combining IoT, AI, and analytics)
Aspirants: GAVS, L&T Infotech, Tech Mahindra, and VirtusaPolaris
The healthcare provider business of Aspirants is at a relatively fledgling stage and is not a primary area of focus. They tend to lag behind in terms of
domain expertise & geographic footprint, approaching the domain from a tactical lens vs. a strategic one
However, they are developing industry-agnostic solutions to match peers with rising focus on domain-centricity (e.g., L&T Infotech’s Digital Healthcare
Accenture | Provider IT services profile (page 2 of 2)
Offerings and recent developments
Key events (representative list)
Event name Type of event Details
Acquisitions
(Several)
M&A ● Sagacious (September 2015): Acquired Sagacious Consultants, a firm that provides consulting in EHR. The acquisition aims to
boost Accenture’s capability to provide clients to better manage healthcare quality, efficiency, and costs
● Radiant (February 2014): Acquired Radiant, a URAC-accredited organization, which is licensed to administer utilization
management and care coordination services
Agilex M&A ● Agilex (March 2015): Acquired Agilex, a firm that provides digital capabilities in analytics, cloud, and mobility for federal agencies
Design studios /
co-innovation
labs
Capability
investments
● Accenture Digital brings design and innovation capabilities to its clients by leveraging its network of 30 design studios globally, 5
Advanced Analytics Centers, and 13 Accenture Innovation Centers for Mobility
● Has over 20 Innovation Centers that work with clients as applied R&D institutes to innovate & incubate solutions
Salesforce Alliance May 2016: Extended partnership with Salesforce to develop capabilities of Salesforce Health Cloud to improve patient engagement
applications
(Several) Alliances Alliances with Salesforce.com, AWS, Oracle, SAP hybris, Adobe, GE, Alteryx, Apigee, Cloudera, Hortonworks, HP, IBM,
Informatica, Intel, Microsoft, Oracle, Pega, Qlik, Apple, Samsung, and others
Proprietary solutions (representative list)
Solution Details
Accenture Clinical and
Health Management
Solution that help patients, providers, and risk-bearers coordinate and manage health and wellness across care settings. The offering also
enables new care delivery model that increases consumer and provider engagement
Health Enterprise Operations Provides novel care delivery and payment models that maximize value for the customers. It also includes features that improve operational
effectiveness across the healthcare network
Predictive Health Intelligence
(PHI)
Suite of analytics-based solutions that help enterprises to build evidence-driven models. The company has formed alliances with
companies such as Explorys, Liaison Technologies, and Predixion to deliver these solutions
Accenture Public Health
Platform (APHP)
For end-to-end services with core platform technology and business processing services for government clients. APHP is the foundation for
its offerings in the HIX market and the state Medicaid market. The next-generation technology and analytics platform helps states and
managed care organizations reduce the cost and risk of deploying new capabilities, and use their budget to focus on improving outcomes
Capgemini | Provider IT services profile (page 2 of 2)
Offerings and recent developments
Key events (representative list)
Event name Type of event Details
IGATE M&A April 2015: Acquired IGATE for US$4.04 billion strengthening Capgemini’s foothold in the North American market, enhancing
Capgemini’s delivery presence in offshore / low-cost regions specifically India, and adding synergies in manufacturing, healthcare,
and retail sectors
IBM Watson Alliance August 2016: Capgemini utilizes IBM Watson for resource management within the company. By automating these routine tasks,
Capgemini expects to reduce 30-40% of manual workload
(Several) Alliances Wide-ranging partnerships with technology vendors such as Cloudera, Oracle, Intel, HP, SAP, Microsoft, AWS, Informatica,
Salesforce, MuleSoft, Google, IBM, Pegasystems, and InsPro
Proprietary solutions (representative list)
Solution Details
Bookplan Bookplan is a scheduling platform that integrates with other administrative system to manage the appointment booking workflow. It also
helps to coordinate between various departments to track patient history accurately
ORMB Oracle Revenue Management and Billing (ORMB) is an integrated revenue cycle management tool for the provider network. It gives a
comprehensive view of billing performance against planned KPIs. The solution is bundled with other tools, accelerators, and transformation
services
Capgemini Mobile Secure
Solution
A cloud-based device management solution that allows enterprises to have a real-time view of devices, content, and application usage.
The solution also has a self-service portal for reporting and analytics
Cloud solution Offers an end-to-end cloud infrastructure solution to connect various hospital legacy systems to the cloud web services. Features include
care planning, secured information exchange, and analytics
Mobile framework Pre-built mobile apps that can be customized to the customers’ needs. These applications address the needs of patients and physicians
across iOS & Android platforms. This includes health monitoring, wellness management, and reporting applications
Microsoft Joint GTM Collaborative Go-to-Market (GTM) with Microsoft for its fraud waste and abuse solution based on Azure cloud platform
(Several) Alliances Wide-ranging partnerships with technology vendors such as Werum, SAP, Siemens, Microsoft, Oracle, HDS, Cisco, Dell, OpenText,
AxSys Technology Limited, Bell, Workday, TIBCO, and Xerox
Proprietary solutions (representative list)
Solution Details
Sovera Suite CGI’s IP healthcare provider suite has a number of modules. They are the following:
● Sovera Content Connector – framework that connects disparate data and applications across a healthcare enterprise
● Sovera Health Information Management – solution for patient information management
● Sovera Human Resources – solution for managing the hiring process
● Sovera Patient Financial Services – a set of tools for revenue cycle management in provider network
● Sovera Credentialing – solution to track, retain, and review volumes of credentials received from physicians
Uranus EMR and Pegasos EMR EHR/EMR offering with capabilities to organize and track medical records and patient history
Merlot Medi Paramedic care record, disaster response, ambulance tracking, and dispatching
Paraclinical suite for cellular
pathology and biochem
Solution to support histopathology operations in medical labs
CGI HEROadvisor™ An optimization engine for modeling risk in the provider systems. It also models health plan assets in order to execute optimized
business decisions
Genomics as a service IP platform to support industrialized Genomics
Patient safety as a service Electronic dashboard of confirmed adverse events affecting patients in a the course of treatment. Features include automatic
identification of potential adverse events and supportive analysis of remediating areas of concern
Navici Curo Mobile Care Platform Mobile platform for managing care workers in the community
Cognizant | Provider IT services profile (page 2 of 2)
Offerings and recent developments
Proprietary solutions (representative list)
Solution Details
HealthActivate Cloud-based remote patient engagement platform that blends behavioral models and new-generation technologies
TranZform SaaS-based, multi-channel solution that enables digital integration and value-based collaboration. Key components are Insights TranZform,
Engage TranZform, Care TranZform, and Network TranZform
ClaimSphere™
Clinical+
A workflow-driven solution that addresses the clinical data exchange lag between payers and providers. It aims at improving care gap closure and
quality ratings
Onvida Cloud-based multi-channel contact engagement platform to improve patient experience through clinical contact center and back- office integration
DICOM SmartSync An enterprise imaging solution with unified access and optimized storage. It assists in migration of images from legacy systems to a single vendor
neutral archive
WellSERV Population health management solution that uses risk analytics, cohort builder, and patient-360 view to enable targeted and risk- based patient
engagement interventions
Trizetto Provider
Solutions
SaaS-based suite of clearing house and revenue cycle management products for hospitals and physician
Care Insight P4P Solution that delivers insights for providers to improve quality of care, better clinical outcomes, and bundled payment initiatives
Key events (representative list)
Event name Type of event Details
TriZetto M&A September 2014: Acquired TriZetto to add capabilities (products and IP) across key value-chain areas of the payer business
Health
TranZform
New digital
platform
February 2016: Developed a new digital platform with technology from Orion Health. It helps consumers make informed decisions
about cost and quality of care and help providers and payers to drive consumer engagement and efficiency
(Several) Alliances Wide-ranging partnerships with technology vendors such as Cisco, Hitachi, EMC/Dell, Microsoft, AWS, VMware, Verizon, BMC,
NetApp, Citrix, CA, HP, IBM, Apple, Oracle, and Google.Other vendor alliances include Orion, ServiceNow, Chef, Ayehu, Nutanix,
CompuCom | Provider IT services profile (page 2 of 2)
Offerings and recent developments
Proprietary solutions (representative list)
Solution Details
Real-time threat
management system
Cloud-based security solution that detects, reports, and corrects threats real-time. It is available on virtual and physical mode and also on-premise
and cloud environments. It is a part of the CompuCom-Intel Security Information and Event Management (SIEM) solution
Persona and Identity
Solutions
Persona based modeling using tools and workflows to enable collection and aggregation of discovered data. Comprises repeatable processes for
definition of personas and workspaces with supporting costs & metrics
Artificial Intelligence
(AI) based managed
service
The offering runs on Amazon Web Services (AWS) uses machine learning and cognitive computing to uncover IT problems and remediate to
reduce data center downtime
SmartDesk Solution The solution leverages IT service management to improve service delivery , reduce the need for technical support, and interact with the contact
method that suits specific needs
ClientLink EU-
Orchestrator
A combination of tools that allows any support-related personnel, such as service desk agents and network administrators, to take control of a
remote client’s device – and perform a variety of hardware and software diagnostics and repair without a physical deskside support visit. Allows
for quick and remote resolution of deskside issues, improving both the efficiency and effectiveness of IT services
Key events (representative list)
Event name Type of event Details
Acquisition of IoT business of
Extensys
M&A August 2016: CompuCom acquired IoT division of Extensys for an undisclosed sum. With the acquisition,
CompuCom expects to strengthen its global infrastructure strategy and advance to deliver IoT solutions to its
existing and new clients
Partnership AT&T (T) March 2015: CompuCom entered into a partnership with AT&T on network access, cloud access, and mobile
access solutions. It will help AT&T (T) to standardize reporting, measure & improve end-user productivity, and
reduce costs
(Several) Alliances Wide-ranging partnerships such as Apple, Microsoft, Cisco, Red Hat, Dell, ServiceNow, EMC, VMware, HP
M&A May 2016: CSC announced a plan to merge with the Enterprise Services segment of HPE to create a new "pure play" IT services
company. The new entity, which will come into existence no later than March 2017, will have an estimated US$26 billion of annual
revenue in FY20161, making it the third largest IT services company
Xchanging M&A May 2016: Completed the acquisition of Xchanging which provides technology-enabled business solutions to organizations in global
insurance and financial services, healthcare, manufacturing, real estate and the public sector
UXC Limited M&A March 2016: Bought UXC Limited, an Australian IT services company, for US$307.9 million to consolidate position in the ANZ
market. It provides enterprise application capabilities as well as consulting, applications management, professional services,
connect infrastructure, and health services
(several) Alliances Alliances with vendors such as IBM, HCL Technologies, Oracle, Dynatrace, Mulesoft, AWS, Lenovo, Hitachi, Microsoft, and AT&T,
to design and develop cloud-based solutions and applications across HLS and other verticals
Proprietary solutions (representative list)
Solution Details
Population Health
Enablement
PHM suite that establishes new models of care and leverages patient data for better population management. Modules include chronic care
management, application integration services, patient care coordination, and analytics
Health Enterprise
Management
A hospital management solution that provides revenue cycle management, laboratory information solutions, pharmacy management
solutions, front-desk administration, scheduling, and medication management solution
CSC Lorenzo EMR An Electronic Medical Record (EMR) system which helps clinicians and administrators make decisions along the care pathway and across
various care settings integrated across administration and clinical systems
CSC Agility Platform™ Platform for hybrid cloud management, governance, and security for both public and private clouds. It enables firms to adopt cloud-based
operating models to lower costs, speed up delivery, and increase agility
Hospital infrastructure
solutions
Cloud-based agile platform that provides infrastructure solutions for healthcare providers. Modules include cybersecurity, workplace
services, storage as a service, end-user services, and overall cloud management
1 Based on US$18 billion in trailing four quarters of revenue for the Enterprise Services segment, adjusted for Mphasis and Communications and Media Solutions
(CMS), plus US$8 billion in trailing four quarters of revenue for CSC, adjusted for recent acquisitions
NTT DATA Services (formerly Dell Services) | Provider IT
services profile (page 2 of 2)
Offerings and recent developments1
Proprietary solutions (representative list)
Solution Details
Patient Engagement
Solution
A healthcare solution that integrates social media, mobile channels, and customer relationship management. It helps patients in actively
engaging and managing their own health. Its five modules are Know the patient, Reach the patient, Connect to the patient, Empower the
patient, and Listen to the patient
UCA/DCCA Unified Clinical Archive (UCA) / Dell Cloud Clinical Image Archive (DCCA) is a cloud-based medical archiving solution for vendor neutral
data management with on-premise cloud and hybrid storage solutions
Dell Boomi AtomSphere An Integration-Platform-as-a-Service (iPaaS) solution that allows enterprises to integrate and connect combinations of cloud, SaaS, and
other applications
Dell Statistica Analytics platform that enables organizations to take analytics-based business decisions. It allows enterprises to perform IoT analytics,
create predictive models, produce business visualizations, etc.
Key events (representative list)
Event name Type of event Details
NTT DATA M&A November 2016: NTT DATA announced that its acquisition of NTT DATA Services was completed. The newly acquired business on
an interim basis will be called NTT DATA Services. The purchase consideration for the transaction amounted to US$3.05 billion
EMC M&A October 2015: Dell acquired EMC for US$67 billion in the largest ever technology deal to consolidate its infrastructure foothold
Enli Health Software alliance July 2016: Formed an alliance with Enli Health Intelligence that will allow Dell to sell Enli’s Risk Stratification, Care Coordination, and
Care Delivery tool to its customers
HIMSS Industry
collaboration
January 2016: Dell joined as the industry collaborator for the HIMSS Innovation Center to present its big data, mobility, security, and
cloud technologies for the healthcare provider space
(Several) Alliances General alliances with Informatica, SCIO, DecisionPoint, Apixio, DST Health, CareSet, Cloudera, Hadoop, CitiusTech, McKesson,
VIIAD, SAS, CitiusTech, ZeOmega, VitreosHealth, Tableau Software Zebra Med, etc.
Also has strategic partnerships with Intel, Microsoft, BMC, Oracle, RedHat, SAP, CommVault, Vmware, EMC, NetApp, Amazon,
Azure, etc.
1 RFI submitted by Dell Services before completion of acquisition by NTT DATA
Big Data Accelerator Allows enterprises to scale their big data operations using data analytics, platform, and other components. EPAM has set up a Healthcare Big
Data Accelerator to help clients leverage data and generate insights
Poison control app and
online triage tool
Solution that identifies poisonous ingredients by running various algorithms and instructs victims about emergencies and treatment. It also
integrates Microsoft Azure on the infrastructure side
Provider Search Tools Application that searches for providers. Features include provider profiles, customer feedback, locations, insurance details, free-form search,
and analytics
Application development
and maintenance
EPAM develops various applications for claims, enrollment, case management, and clinical effectiveness. It also uses analytics and big data in
the field of population health management
Key events (representative list)
Event name Type of event Details
Dextrys M&A June 2016 : Acquired Dextrys, a global provider of software engineering and application services to enhance delivery capabili ties
and extend its footprint in the Chinese market
DataStax Partnership May 2016: Partnership with DataStax, a software company for cloud applications. EPAM and DataStax will provide services to
integrate datacenters at scale through DataStax Enterprise’s database for cloud applications
InformatiX M&A 2016: EPAM acquired InfomatIX, a BI & Analytics services firm with presence in Hungary and Poland
Splunk
Partnership
Partnership 2016: Partnership with Splunk, a software company that provides a platform for operational intelligence. Customers use it to
search, monitor, analyze, and visualize machine data
WorkFusion
Partnership
Partnership 2016: Partnership with WorkFusion, a software company that digitizes software operations and automates business processes
Alliance Global
Services
M&A November 2015 : Acquired Alliance Global Solutions, a software product development services and test automation solutions firm.
The acquisition adds strong delivery capabilities in North America and India
End-to-end management of datacenter operations. Design, development, and implementation of build, migration, and consolidation
strategies for datacenters
GAVel GAVel is a big-data based smart machine platform that facilitates data aggregation to enable service intelligence through risk
management. Leveraging the algorithms, the platform provides insights into future events which help IT teams to identify patterns of
outage or spike in incidents, and take corrective actions before a problem occurs
zMan zMan is an automation tool to fully or partially automates repetitive IT processes/workflows using pre-coded activities and templates.
This includes automated service management life cycle from incident creation to resolution and automatic closure
ZDesk Desktop-as-a-Service (DaaS) is a platform that simplifies end-user computing device by moving computing and storage to a central
datacenter. It streamlines desktop and applications and comply to security standards
Quality assurance and testing
service
End-to-end testing for optimizing vertical business applications, e– business applications, SOA environments, N–tier distributed
applications, and open-source application stacks. Services offered include automation testing, non-functional testing, functional
testing, and performance testing
Security & Identity Access Mgmt Identity governance for organizations to deliver and manage user access from any device to data and applications residing in the
datacenter, on mobile devices, and in the cloud
Zero Incident Framework GAVS has created a Zero Incident Framework (ZIF) to detect and mitigate incidents even before they occur using instrumentation,
real user monitoring, automation, predictive analytics, and virtualized desktops
Key events (representative list)
Event name Type of event Details
(Several) Alliances Enterprise-wide alliances with 3M, Microsoft, Solarwinds, Global Distribution, VMWare, CoreSite, SunGard, Aptec, Xamarin, NYI,
HCL Technologies | Provider IT services profile (page 2 of 2)
Offerings and recent developments
Proprietary solutions (representative list)
Solution Details
Care Monitor A solution that enables hospitals and payers to closely follow up with their patients/members for a period of 30 days from the day of their discharge.
The follow-up topics can range from medication reminders, health check-ups, and appointments.
DIaaS Data aggregation and transformation solution for integration of data exchange between healthcare entities to minimize a business’s effort in
managing operational complications associated with data exchange
Population Health
Management (PHM)
PHM solution incorporating information, intelligence, and interaction. Adopts a three-pronged strategy across a 360° view of the patient, analytics-
driven care interventions and patient engagement to enable personalized cure and treatment
Agora Service delivery platform for complete metering, billing and monitoring solutions for software-as-a- service.
Connected Digital
Health
Leverages hospital and personal medical devices for providing on-demand data for proactive usage and adaptive decision making to enable better
health outcomes
ALT ASM™ A six-sigma approached based Application Support and Maintenance (ASM) solution that contains pre-built point solutions and utilities to enable
organization to optimize maintenance and support costs
Member 360 Combined with NoSQL DB’s, it provides member to member matching and stores different record structures so that the organizations can quickly
implement a system for managing records from all source systems
Key events (representative list)
Event name Type of event Details
Incubation
center
Capability
investment
February 2016: Announced opening of an IoT incubation center in Redmond, US in partnership with Microsoft. The new incubation
center will build solutions for two verticals that are life sciences & healthcare and industrial & manufacturing
(Several) M&A January 2016: Acquired Point to Point Limited, provider of enterprise workplace transformation services and end-user cloud
engineering solutions. The total transaction was valued at GBP8 million.
October 2015: Acquired PowerObjects for a total cash transaction of US$46 million. PowerObjects is a provider of Microsoft Dynamics
CRM in North America, and the acquisition will boost HCL’s global applications business capabilities
(Several) Alliances Partnerships with technology vendors such as CISCO, EMC, Sun, VMware, Microsoft, CSC, IBM, SFDC, Azure, Pega Systems,
Hexaware | Provider IT services profile (page 2 of 2)
Offerings and recent developments
Proprietary solutions (representative list)
Solution Details
PHM Suite-CarrotCube A BPaaS solution that includes patient registry, interoperability, patient-provider attribution, risk stratification, care coordination, patient
engagement, and outreach services
RCM Suite Solutions under RCM include, claims management, collections & remittances, denial management, and analytics & reporting
RaiseIT Run Automated Informed Secure Enterprise IT or RaiseIT is a platform that delivers end-to-end IT management and automation. It comprises
four modules across orchestrate, build, manage, and report
EBIZ Helps break the silos between applications, infrastructure, and standardizing tools, processes, and cross-skilling resources. Integration helps
track and align better with business outcomes through higher transparency and accountability. Hexaware EBIZ services facilitates an
integrated view on real-time applications operations, continuous code integration & deployment, flexible configuration management, process
efficiency, improved time-to-market, and cost savings
Key events (representative list)
Event name Type of event Details
Market expansion New GDC In October 2016, the company expanded its delivery presence in Europe by opening a center in Bucharest, Romania
WorkFusion Technology
partnership
August 2016: Announced partnership with WorkFusion, a Smart Process Automation (SPA) provider to deliver smart automation
to enterprises to increase productivity and reduce operational costs
UiPath Technology
partnership
May 2016: Announced partnership with UiPath Inc, a vendor of Robotic Process Automation (RPA) software to deliver automation
solutions to clients for their back-office and human-intensive processes
(Several) Alliances Key alliances with platform vendors such as Microsoft, HP, Informatica, Unisys, Oracle, IBM, MuleSoft, and SAP
The company’s generic infrastructure system is customized for provider systems. Features include secure access to Epic, Cerner, and other
EHR, telemetry, and portable patient monitors, asset tracking, and telemedicine
HPE Vertica Analytics
Platform
Proprietary big data platform that supports medical diagnostics, medical information processing, patient engagement, and performance
improvement. The software integrates other information systems, data warehouses, and other related clinical, operational, and financial data
sources
Digital hospital solution A solution based on the HPE integration engine that delivers an integrated patient-centric environment. It also supports advanced workflow
automations, remote wireless tracking, alerts, and messaging services
Care Network Solution Services for HIXs and EHRs that allow patients, care providers, payers, and other stakeholders in the system to share information such as
patient health, treatment, medications, and demographics to drive better outcomes and decisions
Exstream Enterprise communications software that facilitates communication of healthcare providers with patients, physicians, insurance companies,
Medicaid, and Medicare agencies
Key events (representative list)
Event name Event type Details
CSC and HPE
Enterprise
Services
M&A May 2016: HPE announced plans to spin off its Enterprise Services unit and merge it with CSC to create a new “pure play” IT
services company. The new entity, which will come into existence no later than March 2017, will have an estimated US$26 billion of
annual revenue is targeted to come into FY20161, making it the third largest IT services company
● Technology Alliance Partners: Citrix, EMC, Intel, Red Hat, TIBCO, and VMware
● HPE Healthcare Alliance Program: Alliances across areas of EHR, point-of-care solutions, telemedicine, PACS, and security with
vendors such as Greenway, Quest Diagnostics, Central Logic, GlobalMed, MedWeb, Barco, Eizo, and DigitalPersona
● Technology and solution partners: Navitas, and Linguamatics
1 Based on US$18 billion in trailing four quarters of revenue for the Enterprise Services segment, adjusted for Mphasis and Communications and Media Solutions
(CMS), plus US$8 billion in trailing 4 quarters of revenue for CSC, adjusted for recent acquisitions
(Several) M&A ● Truven Health Analytics (February 2016): Acquired Truven, a provider of cloud-based healthcare data & analytics for US$2.6
billion. The acquisition will expand IBM’s client base and augment its collection of health-related data
● Merge Healthcare (October 2015): Acquired Merge Healthcare Incorporated, a provider of medical image handling &
processing, and clinical systems for US$1 billion
● Phytel (May 2015): Acquired Phytel, a provider of integrated population health management software, based in Dallas, Texas
● Explorys (April 2015): Acquired Explorys, a healthcare intelligence cloud company. The acquisition will expand IBM’s footprint
healthcare analytics and cloud computing.
Watson Health GTM initiative January 2014: IBM established Watson Group, a separate business unit dedicated to the development and commercialization of
cloud-delivered cognitive innovations. Later establishes a dedicated business unit called IBM Watson Health and beefed up its
capabilities through a string of acquisitions
(Several) Alliances IBM partners with companies such as Microsoft, Oracle,SAP, Apple, Accelrys, Tripos, and Trizetto
Proprietary solutions (representative list)
Solution Details
IBM Health Integration
Framework
Software platform that supports IBM and IBM business partner solutions and applications for providers, health plans, and life sciences
organizations. Solution areas for the payer industry include enterprise health plan analytics and core systems modernization
IBM Watson Health Cloud-based access to Watson supercomputer for analyzing health-related data spanning specific life sciences modules
IBM Digital hospital IBM, in collaboration with Cisco, developed a digital hospital framework that integrates ICT technologies. Features include real-time
location tracking, secure access of point-of-care terminals, workflow and process automation, remote monitoring, and integrated video
surveillance
IBM smart analytics system Platform providing broad analytics capabilities on a warehouse foundation with IBM server and storage; the solution gives healthcare
IBM Cloud hosting solution Establishes a dedicated, security-rich hosting environment for a research exchange and knowledge platform that centralizes patient
L&T Infotech | Payer services profile (page 2 of 2)
Offerings and recent developments
Proprietary solutions (representative list)
Solution Details
cHealth A consumer-driven collaborative solution focusing on consumer's health through remote care. The platform connects patient with
physician where patient can consult empaneled physicians remotely or even seek a second opinion. Physicians can access patient
health records and lab results or radiology images anytime, anywhere
Geolytik A portal that plots the impacted areas based on geo-dash data and seamlessly integrates with application back-end database to identify
insured population. The portal also sends alerts to members on a pandemic outbreak and enables preparedness during a catastrophe
iHealth & Wellness Solution that allows consumer engagement through Health Risk Assessment (HRA), wellness tips, and library of information. It also
enables lead generation and customizable product offering through population stratification
AutomationNow A solution for improving the quality of healthcare processes which also tracks cost and other performance metrics. The solution leverages
robotics automation and artificial intelligence & machine learning
Data analytics solutions Solutions include thematic data strategies, data analytics, behavior strategies, and predictive analytics
Integration solutions Integration and interoperability solutions provide enterprise clinical integration and Health Information Exchange (HIE) solutions. It offers
data interoperability using regulatory compliance such as HIPAA and HL7 standards
Key events (representative list)
Event name Type of event Details
L&T IPO Public listing in the
capital markets
July 2016 : L&T Infotech was listed in the capital markets. It was over-subscribed by nearly 12 times
Oracle IoT Cloud service Partnership September 2016: L&T Infotech announced a collaboration with Oracle to develop and market solutions based on the
Oracle Internet of Things (IoT) Cloud Service
Capability enhancement Investment Several CoEs established for multiple digital technologies such as mobility, analytics, user experience, and blockchain,
among others
(Several) Partnerships Partnerships with various technology vendors such as Blue Prism, Actuate, OpenSpan, Automation Anywhere, Kofax,
Optum | Provider IT services profile (page 2 of 2)
Offerings and recent developments
Key events (representative list)
Event name Type of event Details
Catamaran M&A March 2015: Acquired Catamaran Corp for US$12.8 billion. The new acquired unit was merged under the United Health Group’s
OptumRx with the aim of boosting its pharmacy-benefit business
Availity Partnership January 2016: Signed a partnership with Availity, in which Availity will implement Optum’s Advanced Claim Editing (ACE) solut ion
into its Availity Health Information Network, and Optum will make use of Availity’s network to connect to commercial and
government health plans
(Several) Partnerships Alliances with Microsoft Azure, AWS, Availity, and Boston Scientific
Other alliances include Harvard Medical School Department of Health Care Policy, Medica Research Institute, Merck, and
University of Maryland, Baltimore
Proprietary solutions (representative list)
Solution Details
Optum BPaaS Optum’s Business-Process-as-a-Service (BPaaS) services include core administration services, member and provider services (contact center),
payment integrity solutions, care & clinical management services, and value-added services such as population health, risk, quality and network
management, and financial solutions
Optum HCITaaS Optum’s HealthCare-IT-as-a-Service (HCITaaS) manages the technology infrastructure, delivery, and consumption for various business process
functions and also acts as a platform for healthcare technology services
RCM Suite Optum claims connectivity module manages physician claims, health systems and hospital claims, electronic payments, and statements
enrollment. Optum360 module manages the entire RCM for hospitals and physician practices
Optum One Optum One is a cloud-based PHM platform that produces business intelligence information to improve member health and reduce cost of care.
Applications include population analytics, risk analytics, patient engagement, and care coordination
Healthcare analytics
suite
Solutions leverage artificial intelligence and natural language processing tenets to deliver analytics. Services include clinical analytics, population
risk & reporting, actuarial services, and operational performance analytics
Syntel | Provider IT services profile (page 2 of 2)
Offerings and recent developments
Key events (representative list)
Event name Type of event Details
Special
dividend
Corporate action September 2016: Announced special dividend of US$15 per share. The action was taken after repatriating cash reserves held
overseas
SyntBots Platform launch February 2015: Introduced SyntBots, a robotic automation platform that aims to reduce cost and time by automating repetitive
manual processes
(Several) Alliances Syntel has partnerships with Microsoft, SAP, Oracle, Salesforce, IBM, QlikView, Informatica, Pegasystems, ca technologies,
TIBCO, Cisco, AWS, Halosys, Tableau, Hootsuite, Cloudera, Hortonworks, and Sitecore
Proprietary solutions (representative list)
Solution Details
HospERA Detailed provider dashboard that includes features such as clinical outcome measures, patient satisfaction rates, care quality metrics,
hospital safety indicators, and other clinical analytics parameters
Patient Communicator App A mobile app that appraises the patient around various aspects of medical care prior, within, as well as post-hospitalization
Healthcare analytics suite It contains modules such as readmission predictive model, clinical quality reporting, ACO reporting, and terminology standardization
Provider Process
Automation
Robot Process Automation (RPA) support to providers in activities such as medical coding (inpatient & outpatient and bills processing)
Analytics solutions Leverages big data to predict length of stay, analyze severity of illness, and calculate 30-day readmission rate
Business Process Test
Repository (BPTR)
Assurance services for provider systems which gives customizable, product-specific ready test cases for distinct domains such as claims
and billing
hDigitalTx Digital offering to complement EMR/EHR platform. The solution leverages modern technology tenets such as mobility and Internet of Things
(IoT). The intent is to enhance member engagement while reducing costs
Syntel Digital One™ Digitization solution for business process improvement. The solution helps providers in better patient engagement and customer experience.
Healthcare specific modules are InsightOne, ConnectOne, and TransformOne
Tech Mahindra | Provider IT services profile (page 2 of 2)
Offerings and recent developments
Proprietary solutions (representative list)
Solution Details
Teleadice & Virtual care as a
solution
Solution that provides medical advice and virtual care to patients. Features include PHR, medical algorithms, disease summaries,
decision support, call recording, MIS, directory services, feedback and disease surveillance program
Emergency management
solutions
Solution that accelerates emergency care process. Features include computer telephony, GIS-based ambulance patient tracking, fleet
management systems, and mobility & telemedicine. The solution also integrates police and fire systems to facilitate 360 degree response
system
iDecisions Provides healthcare analytics framework that enables healthcare intelligence with reporting, analytical, and dashboard templates. It has a
central healthcare data model that can lower implementation costs considerably
Tele-medicine framework Offers solutions for tele-consultation, tele-medicine adoption & roadmap, tele-diagnostics, and home monitoring & assessments. The
solution also integrates high-definition video, medical devices, radiology, and diagnostic tools
Integrated disease surveillance Application that captures surveillance reports on a web-based mode. It enables field workers and hospitals report cases online, track
reports, follow case movements, and analyze cases. Surveillance modes include syndromic and presumptive surveillance
Key events (representative list)
Event name Type of event Details
BIO Agency M&A June 2016: Acquired BIO, a company that helps in digital transformation of business and adaptation to a customer
centric digital model
ArisGlobal Partnership June 2016 : Tech Mahindra and ArisGlobal Partner to provide a complete end-to-end solution that addresses IDMP
regulatory compliance requirements
(Several) Alliances Infusion Lab, Discover Informatics, Integrated Clinical Systems, Pega Systems, and alliances with German,
American, and Indian companies in the areas of electronic submissions, bio statistics, CDISC standards, integrated
Unisys Stealth It is a security solution in the clinical data management space which identifies data security-related risk and eliminates it. The solution
strengthens data protection, simplifies management & regulatory compliance, and reduces costs for clients. It has also included offering from
LogRhythm, a leader in security intelligence and analytics, into the core of its global network of security operation centers
Unisys VantagePoint It is a multi-sourced business services integrator. It combines a pre-built enterprise business catalog, user portal, data integration, and
analysis capabilities in a SaaS solution
Unisys Analytics Platform
(UAP)
UAP pairs cloud platforms with custom analytics services and provides services such as innovation workshops, data analytics as a Service
and Data Analytics Systems Integration
Unisys Digital Investigator Browser-based application for total information management. It provides easy configuration and tools necessary to capture, analyze, and
investigate to prevent and detect crimes. It also incorporates analytics solutions and social media information
Cloud and Enterprise
Compute Services
Provides cloud strategy, identifies optimum deployment models for applications, and implements software-defined enterprise framework
End user services Provides end-user support environments. It also supports new customer devices, applications, mobility, work styles, and schedules
VirtusaPolaris | Provider IT services profile (page 2 of 2)
Offerings and recent developments
Proprietary solutions (representative list)
Solution Details
Population Health Management
Platform
Unified health and wellness management platform that integrates clinical care and financial data across the care continuum. The
solution also includes risk & outcome management module, which offers monitoring and improving clinical outcomes for patients
Medication adherence solution Cloud-based framework to support multi-dimensional interventions from patient, physician, health counsellor, family, and other
patients. Modules include acquiring medication data, educating patient on prescribed medications, reminding to fill medication,
monitoring adherence, and sending adherence reports
CMS complaints management Solution that provides a flexible platform for complaint management needs. Modules include auto case-creation & assignment,
personalized complaint resolution, and smart work routing
Health data analytics solution Analytics solution across payer, provider, and pharmacy landscape. Features such as business intelligence platform for data
analysis
Health IT integration Provides solutions for integration of services and systems across Electronic Health Record Systems (EHRS), electronic Health
Information Exchange (HIE) systems, payer, pharmacy, and other allied systems. Also, enables systems to meet regulatory
standards such as ICD-10, HIPAA, HL7, CCD, and CDA
Health Plan Sales Enablement
Platform
Enterprise administration platform which integrates in real-time with health plan management systems to enable successful sales
outcomes
Key events (representative list)
Event name Type of event Details
Hitachi Partnership March 2016: Joint go-to-market to take services to global clients and the broader market. As part of the collaboration,
Hitachi and VirtusaPolaris will jointly provide value to clients by helping to increase operational and technology
efficiency, implementing new functionalities, and optimizing complex operational processes
(Several) Alliances Partnerships with Pega, Blue Prism, IPSoft, Automation Anywhere, Nanoheal, OpenSpan, WorkFusion, Adobe,
Salesforce.com, SAP, Accelare, IBM Watson, Splice Machine, AWS, etc
Additional Healthcare & Life Sciences research references
The following documents are recommended for additional insight into the topic covered in this report. The recommended documents either provide additional
details on the topic or complementary content that may be of interest
1. Healthcare Provider IT Services: The Big Bang MACRA-economic Theory of Provider IT Transformation (EGR-2016-12-R-1978), November 2016: This report
provides an overview of the IT market for the healthcare provider industry. Analysis includes market size & growth, forecasts (up to 2020), demand drivers, adoption &
scope trends, key areas of investment, and implications for key stakeholders. The report also talks about service provider landscape evolution, sourcing priorities,
location advantages, and key differentiators
2. Hot Healthcare Start-ups: Dawn of a New World Order (EGR-2016-12-R-1882); August 2016. Cost, access, and quality problems have plagued the US healthcare
market in the recent years. Stakeholders are trying to tackle endemic industry issues through technology use. Consumer expectations are fundamentally changing from
their healthcare experience. Stakeholders are trying to evolve the operating model of healthcare in the new normal. Start-ups have a fertile ground to reap benefits
through innovative solutions that address these challenges through a fresh approach combining the elements of user experience (UX), design, and digital channels.
Hence, even though the overall funding climate has begun to show signs of correction, healthcare is witnessing a sustained resurgence in investment activity. Services
providers, enterprise buyers, and investment firms alike have varied reasons to better understand this exciting landscape and unlock opportunities in a fast evolving
market. From a long list of over 200 start-ups, we selected start-ups in five primary areas of investments – care financing, care management, EHR, practice
management, and telehealth. This report provides an overview of the challenges these start-ups are trying to address, how they are disrupting the status quo, and
hyper-catalyzing the innovation mandate. It also covers the five hot start-ups in each of the five areas with spotlight on business overview, leadership details, funding
trail, and disruption across technology & business, as well as market buzz.
3. Healthcare & Life Sciences Digital Adoption Trends – Digital Adoption Driven by Consumerization of Healthcare (EGR-2016-4-R-1748); April 2016. This report
focuses on digital adoption by Healthcare and Life Sciences (HLS) enterprises across North America and Europe. It establishes a definitional framework for digital
adoption and assesses the extent of digital technology adoption amongst HLS enterprises. The research identifies drivers for adoption, adoption maturity of digital
technologies by HLS enterprises, optimism levels based on existing investments, and key priorities for the future. The report also identifies key implications for HLS
enterprises and service providers
For more information on this and other research published by Everest Group, please contact us:
