The healthcare provider industry is currently combating an unprecedented pandemic wave, leading to rapid transformation at breakneck speed. Traditionally, healthcare providers have been the slowest adopters of technology, but they are now compelled to adopt technological solutions to effectively cater to rising patient expectations, improve the quality of care, and support overburdened physicians. Telehealth, spanning relatively simple virtual platforms to extensively integrated remote care and diagnostic setups, has emerged as a promising tool in such a time. When effectively implemented, telehealth can help both payers and providers achieve improved healthcare outcomes. This report aims to capture the evolving landscape of telehealth and adoption trends for telehealth areas of the highest interest to physicians and patients. It also highlights the complex supply and demand side of the ecosystem and the factors that help decide, develop, and deploy telehealth solutions. Scope Geography: global Industry: healthcare Sources leveraged: analyst inputs, Everest Group research, publicly available secondary data sources Contents In this research, we analyze the telehealth market and services landscape across the following segments: Market dynamics Supply and demand landscape COVID-19 impact Membership(s) Healthcare IT Services (ITS)

Historically, healthcare providers have been impeded by legacy IT estate and regulations that have sought to maintain the status quo. However, the COVID-19 pandemic has compelled them to jump on the digital bandwagon to meet the demands of a challenged healthcare ecosystem. To support healthcare providers on their digital journeys, service providers are ramping up their capabilities, driving up the need for research and market intelligence on demand and supply trends in healthcare provider digital services. Everest Group’s Healthcare ITS research program addresses this market need by analyzing demand themes and service provider capabilities in healthcare provider digital services. In this research, we present detailed profiles of 22 healthcare digital service providers, featured on the Healthcare Provider Digital Services PEAK Matrix® Assessment 2020. Our assessment is based on Everest Group’s annual RFI process for the calendar year 2020, interactions with leading digital service providers, client reference checks, and an in-depth analysis of the digital services market. Scope Geography: global Industry: healthcare providers Services: digital services Service providers covered: Accenture, Atos, Capgemini, Deloitte, CitiusTech, Cognizant, DXC Technology, emids, EPAM, GAVS, HCL Technologies, Hexaware, HTC Global Services, IBM, Infinite, Infostretch, NTT DATA, Optum, TCS, Tech Mahindra, Virtusa, and Wipro Contents This report comprises two sections: PEAK Matrix® assessment of healthcare provider digital services Detailed profiles of 22 healthcare digital service providers Membership(s) Healthcare IT Services (ITS)

Historically, healthcare providers have been impeded by legacy IT estate and regulations that have sought to maintain the status quo. However, that is not an option anymore, particularly as healthcare providers scramble to meet the unprecedented needs exacerbated by the COVID-19 pandemic. They are now jumping on the digital bandwagon to meet the demands of a challenged healthcare ecosystem. To support enterprises on their digital journeys, service providers are ramping up capabilities, driving up the need for research and market intelligence on demand and supply trends in healthcare provider digital services. Everest Group’s Healthcare ITS research program addresses this market need by analyzing demand themes and service provider capabilities in healthcare provider digital services. In this research, we present an assessment of 22 healthcare digital service providers, featured on our Healthcare Provider Digital Services PEAK Matrix® Assessment 2020. Our assessment is based on Everest Group’s annual RFI process for the calendar year 2020, interactions with leading digital service providers, client reference checks, and an in-depth analysis of the digital services market. Scope Industry: healthcare providers Services: digital services Geography: global Service providers covered: Accenture, Atos, Capgemini, Deloitte, CitiusTech, Cognizant, DXC Technology, emids, EPAM, GAVS, HCL Technologies, Hexaware, HTC Global Services, IBM, Infinite, Infostretch, NTT DATA, Optum, TCS, Tech Mahindra, Virtusa, and Wipro Contents This report comprises three sections, each containing insights about the healthcare digital service providers’ landscape, as outlined below: Provider digital services market update PEAK Matrix® assessment of healthcare provider digital services Everest Group’s remarks on service providers Membership(s)Healthcare IT Services (ITS)

Now more than ever, the healthcare provider industry is expected to improve care outcomes, keep pace with changing regulatory policies, and stay competitive in the face of disruptions, all the while keeping healthcare costs in check. The entry of BigTech players that leverage their core business and technology strengths to bring innovative solutions to the market is also threatening traditional providers. The ongoing transition is resulting in the consolidation of providers, including hospital and health system mergers, collaborations between payers and providers, and more accountable care organizations setting up. Consumer-centric healthcare policies, growing awareness of wellness themes, and the increasing need for efficient information exchange have all shaped modern consumers’ expectations, compelling providers to adopt emerging technologies to cater to these demands. In 2020, we expect providers to adopt newer methods of care delivery, with a sharp focus on telehealth and telemedicine to enable remote health monitoring and management. Improving customer experiences through applications, growing adoption of value-based care, and latent data assets will be some of the other focus areas. This report examines the global 2019 healthcare ITS service provider landscape and covers themes expected to garner greater interest in 2020. It captures key global healthcare market trends in the healthcare provider space and provides a snapshot of the PEAK Matrix® healthcare assessments carried out in 2019. Scope Geography: global (with a focus on the US) Service providers assessed: Accenture, CGI, Cognizant, Deloitte, DXC Technology, Fujitsu, GAVS Technologies, HCL Technologies, IBM, NTT DATA, Optum, Unisys, and Wipro Contents The report is structured into four sections: US healthcare provider market trends Demand overview List of healthcare PEAK Matrix® assessments published in 2019 Outlook for 2020 Membership(s) Healthcare IT Services (ITS)

Major healthcare payers have experienced an increase in their revenues over the past year owing to an increase in enrollment rates even though the industry has been battling many hurdles. The payer industry has continued to adopt value-based care as a consequence of rising costs and changing regulatory policies. Payers are now widening their role in the healthcare industry through collaborations and partnerships with health systems and providers and redefining their relationships with independent pharmacy benefit managers. Through all of this, it has become imperative to adopt digital technologies to tackle internal inefficiencies and unconventional external challenges. BigTechs are aiming to become leaders in the healthcare payer industry by leveraging their core business strengths to develop member-centric solutions. In 2020, we expect service providers to exhibit an increasingly digital-centric focus, which aims to tackle enterprise challenges and improve business outcomes by helping ramp up their digital capabilities centered around cloud adoption for better control over healthcare data, newer models of core administration platforms, and initiatives to improve customer experience. This report examines the global 2019 healthcare ITS service provider landscape and covers themes expected to garner greater interest in 2020. It focuses on the key global healthcare market trends in the healthcare payer space and provides a snapshot of all the healthcare service provider Peak Matrix® assessments carried out in 2019. Scope Geography: global (with a focus on the US market) Service providers assessed: Accenture, Atos, Burgess, Capgemini, CGI, Change healthcare, CitiusTech, ClarisHealth, Cognizant, Conduent, Cotiviti (Verscend), Deloitte, DXC Technology, Emids, EPAM, EXL (Scio), Fico, FraudLens, Fujitsu, GAVS Technologies, HCL Technologies, Hexaware, HMS, HTC Global Services, IBM, Infosys, LexisNexis, Mphasis, NTT DATA, Optum, TCS, Tech Mahindra, Truven (IBM), Unisys, UST Global, Virtusa, and Wipro Contents The report is structured into four sections: US healthcare payer market trends Demand overview List of healthcare PEAK Matrix® assessments published in 2019 Outlook for 2020 Membership(s) Healthcare IT Services (ITS)

The payer industry is facing several issues such as escalating costs, declining margins, widespread regulatory amendments, shift from volume- to value-based care model, and rising consumerism. Digital adoption is influencing all aspects of the payer value chain. Payers are focusing on approaching key value chain areas – product discovery (enrollment and risk profiling), medical intervention, and coordinated care (claims management and member follow-ups) – with digital initiatives to create a differentiated impact. Enterprises have made digital adoption the bedrock of their growth strategy in the recent years, to optimize processes, reduce costs, and deliver better customer experience, all in the pursuit of higher revenue growth. The healthcare payer industry is no exception to this. Digital technologies can make internal workflows more efficient, bring care outside hospitals, offer network management transparency & efficiency, and help reduce frauds. To support enterprises on their digital journeys, service providers are ramping up capabilities through healthcare-specific partnerships and acquisitions. This, in turn, is driving the need for research and market intelligence specific to demand and supply trends in healthcare payer digital services. Everest Group’s healthcare ITS research program addresses this market need by analyzing outsourcing trends and service provider capabilities in healthcare digital services. In this research, we present an assessment and detailed profiles of 23 digital service providers for the healthcare payer industry, featured on our healthcare payer digital services PEAK Matrix™. Our assessment is based on Everest Group’s annual RFI process for the calendar year 2019, interactions with leading digital service providers, client reference checks, and an in-depth analysis of the digital services market. Service providers covered: Accenture, Atos, Capgemini, CGI, Citius Tech, Cognizant, Conduent, DXC Technology, emids, EPAM, HCL Technologies, Hexaware, HTC Global Services, IBM, Infosys, Mphasis, NTT DATA, Optum, TCS, Tech Mahindra, UST Global, Virtusa, and Wipro Scope Industry: healthcare payers Services: digital services Geography: global Sourcing model: third-party ITS transactions; excludes shared services or Global In-house Centers (GICs) Contents This report comprises an executive summary and three sections, each containing insights about the healthcare payer digital service providers’ landscape, as outlined below: Summary of key messages Healthcare payer digital services trends PEAK Matrix assessment of healthcare payer digital service providers Profiles of 23 healthcare payer digital service providers Membership(s) Healthcare IT Services (ITS)