Traditionally considered to be a cost-function by life sciences enterprises, the pharmacovigilance and device-vigilance / complaint management market is finally getting its long-due attention from all industry sections – including regulatory agencies, drug safety teams, and media. This attention stresses on the need to effectively monitor drugs/devices and prioritize patient safety. The enterprise community is pursuing strategic technology investments and realigning its focus on value-added drug safety activities while outsourcing case processing to third-party service providers. Service providers – CROs, IT/BPOs, and product safety specialists – are helping enterprises address these challenges by providing well-established drug/device vigilance processes/services, offering staff augmentation capabilities with access to highly trained resources, and supporting the regional QPPV activities. Notably, the service provider community is investing in technology IP across pharmacovigilance / complaint management activities to improve efficiency, reduce costs, manage volumes, and remain compliant. The pharmacovigilance and complaint management market has reached an inflection point, and these process- and technology-driven investments will start paying off in the coming years, as both the parties try to achieve more with less. In this research, we present an assessment and detailed profiles of 22 service providers featured on the Pharmacovigilance and Complaint Management Operations – Services PEAK Matrix®. Scope Function: pharmacovigilance and complaint management business process services Industry: life sciences BPS Geography: global Companies evaluated: Accenture, Cognizant, Covance, IQVIA, TCS, Wipro, APCER Life Sciences, Atos, Bioclinica, ICON plc, Indegene, Navitas Life Sciences, Parexel, PharmaLex, PPD, PRA Health Sciences, PrimeVigilance (Ergomed plc), Syneos Health, HCL, Medpace, Quanticate (Qvigilance), Tech Mahindra Contents This report provides detailed profiles and assessments of 22 operations service providers featured on Everest Group’s Pharmacovigilance and Complaint Management Operations – Services PEAK Matrix®. Each service provider profile provides a comprehensive picture of its service focus, key IP/solutions, domain investments, and case studies. Membership Life Sciences Business Process Sourcing and Vendor Management

The US state Medicaid market is marred by legacy, monolithic Medicaid Management Information Systems (MMIS), which strain the government’s resources. Most initiatives to modernize these aging systems were accompanied by budget and timeline overruns in the past, and, in a few cases, lawsuits by vendors and the government. In such a scenario, CMS’ move to introduce modularity in MMIS was touted as the next big thing in US healthcare. A new modular MMIS was envisioned, which broke the siloed system into multiple modules and made the MMIS technologically superior, operationally more effective, and financially cheaper. While this is true, modularity has also introduced new complexities and challenges in the system. In this viewpoint, we analyze modularity in MMIS and discuss its adoption among various states. We also look at how the vendor landscape has evolved due to modularity and what are some of the factors that could impact modularity in the future. Scope Industry: healthcare Geography: US Contents In this paper, we: Talk about the introduction of modularity and its subsequent adoption by various states Present a case study of a state that adopted modularity and the key learnings from it Analyze how the vendor landscape has changed due to modularity Do a critical analysis and compare the pros and cons of a modular approach Comment on the future outlook of modularity Membership(s) Healthcare Payer and Provider Business Process Sourcing and Vendor Management

Revenue Cycle Management (RCM) Operations – Service Provider Compendium 2021 provides accurate, comprehensive, and fact-based snapshots of 26 RCM operations service providers. It offers a detailed profile of each RCM service provider – with a comprehensive picture of its services suite, scale of operations, recent developments and investments, technology solutions, and delivery locations – and specifies the provider’s position on the Everest Group PEAK Matrix®. The report also provides insights into the global RCM operations – service provider landscape. Scope Industry: RCM This compendium evaluates the following RCM service providers with multi-process capabilities: Access Healthcare, ACU-Serve, AGS Health, Atos, Aviacode, Cognizant, Exela Technologies, GeBBS, Genpact, HCL Technologies, HGS, Himagine Solutions, IKS Health, MedAssist (Firstsource), Miramed Ajuba, NTT DATA, nThrive, Omega Healthcare, Optum, Prochant, R1 RCM, Shearwater Health, Sutherland Global Services, Teleperformance, Visionary RCM, and WNS Contents Each service provider profile captures the following details: RCM operations service suite and scale of operations: key leaders, services suite, FTEs, and recent developments and investments Global RCM operations delivery locations: details of key delivery locations worldwide RCM operations client portfolio: major clients and recently-announced contracts, RCM revenue split by geography and engagement model, as well as FTE split by segment and delivery location RCM operations technology solutions: brief descriptions of key technology solutions Detailed assessment of RCM operations capabilities: market success, delivery capability assessment, and remarks on each service provider’s strengths and areas of improvement Membership(s)Healthcare Payer and Provider Business Process Sourcing and Vendor Management

With an annual spend of about US$100 billion every year, Revenue Cycle Management (RCM) is a key focus area for service providers. While providers were already operating on thin margins, COVID-19 has further hit their cash flows and forced them to work under negative operating margins. With many physician groups shutting shop or getting acquired, and even the larger providers struggling to stay afloat, it is vital for providers to have an effective and efficient RCM strategy to save costs and prevent revenue leakages. RCM outsourcing and subsequent vendor selection has hence become an important decision for healthcare providers. In this research, we present detailed analysis and assessments of 26 operations service providers featured on the RCM Operations – Services PEAK Matrix®. We provide a relative positioning, analysis of the service provider market, and our evaluation of the providers’ strengths and areas of improvement. The assessment is based on Everest Group’s annual RFI process for the calendar year 2019, interactions with leading RCM service providers, client reference checks, and an ongoing analysis of the RCM operations market. Scope This research studies the following operations RCM service providers: Access Healthcare, ACU-Serve, AGS Health, Atos, Aviacode, Cognizant, Exela Technologies, GeBBS, Genpact, HCL Technologies, HGS, Himagine Solutions, IKS Health, MedAssist (Firstsource), Miramed Ajuba, nThrive, NTT DATA, Omega Healthcare, Optum, Prochant, R1 RCM, Shearwater Health, Sutherland Global Services, Teleperformance, Visionary RCM, and WNS. Content This report features a detailed analysis of 26 operations service providers and includes: Relative positioning of the service providers on Everest Group’s PEAK Matrix® for RCM Operations Analysis of the service providers’ market shares Everest Group’s analysis of service provider strengths and areas of improvement Membership(s)Healthcare Payer and Provider Business Process Sourcing and Vendor Management

Healthcare providers in the US are severely challenged by administrative inefficiencies, evident from the fact that administrative expenses account for about 25% of their total spend on care. Additionally, COVID-19 has complicated matters for healthcare providers, especially with elective procedures being cancelled or rescheduled indefinitely, increasing the preparation cost for the pandemic and imposing a heavy burden on talent. These factors, along with ballooning wage bills (exacerbated by acute talent shortages), declining or flattening reimbursements, a shift toward VBC models, changing regulations, and declining margins, have driven healthcare providers to review and modify their Revenue Cycle Management (RCM) operations and begin to outsource them. RCM service providers have experienced healthy growth (double digit in some cases) during the last three to five years. The challenge for these third-party service providers is to enhance their capability to not just meet their growth ambitions, but also address healthcare providers’ end-to-end RCM needs. This viewpoint explores the next growth frontier for RCM business process service providers and helps them prioritize their investment areas. Scope Industry: Healthcare, with specific focus on RCM Contents We study the following topics in this viewpoint: Challenges for healthcare providers Current state of RCM service providers Growth areas for RCM service providers Conclusion and outlook Membership(s) Healthcare & Life Sciences Business Process Outsourcing

The Healthcare Payer Operations – Service Provider Compendium provides accurate, comprehensive, and fact-based snapshots of 29 healthcare payer operations service providers. In it, we present the providers’ scale of operations, technology solutions, and delivery locations, along with Everest Group’s provider assessment. The compendium also sheds light on the global healthcare payer operations service provider landscape. The study will enable current and potential buyers of healthcare payer services to assess the providers on their areas of strength and development based on desired capabilities. Scope The report evaluates 29 healthcare payer operations service providers: Accenture, Apexon Health, Atos Syntel, Capgemini, CGI, Change Healthcare, Cognizant, Concentrix, Conduent, DXC Technology, Exela Technologies, EXL, Firstsource, Genpact, HCL, Hexaware, HGS, Infosys, Mphasis, NTT DATA, Omega Healthcare, Optum, Shearwater Health, Sutherland, Tech Mahindra, Teleperformance, Visionary RCM, Wipro, and WNS. Contents Each service provider profile captures the following healthcare payer-related details: Service suite and scale of operations: key leaders, service suite, FTEs, revenue, recent developments, and partnerships Delivery locations: city-level detail of key delivery locations worldwide Capabilities and clients: major engagements, revenue split by geography, FTE split by process coverage and location, and number of contracts by buyer size Technology solutions: brief descriptions of key technology solutions Everest Group assessment: service provider’s position on the Everest Group PEAK Matrix®, market share and delivery capability assessment, and overall evaluation of service provider capabilities Membership Healthcare & Life Sciences Business Process Outsourcing

The Life Sciences (LS) Operations – Service Provider Compendium provides accurate, comprehensive, and fact-based snapshots of 24 service providers. In particular, it helps current and potential buyers of LS services assess providers on their areas of strength and development vis-a-vis desired capabilities. Scope The report evaluates 24 LS operations service providers: Accenture, Ashfield, Atos, Axtria, Cognizant, Conduent, Covance, DXC Technology, Genpact, HCL, ICON plc, Indegene, Iqvia, Lash Group, Parexel, PPD, PRA Health Sciences, Syneos Health, Wipro, TCS, Tech Mahindra, WNS, Wipro, and ZS Contents The report is divided into five-page service provider profiles, which present scale of operations, technology solutions, and delivery locations, along with Everest Group’s provider assessment. The compendium also sheds light on the global LS service provider landscape. Each service provider profile captures the following LS operations details: Service suite and scale of operations: key leaders, service suite, FTEs, revenue, recent developments, and partnerships Delivery locations: city-level detail of key delivery locations across the world Capabilities and clients: major engagements, revenue split by geography, and FTE split by process coverage and location Technology solutions: brief descriptions of key technology solutions Everest Group assessment: service provider’s position on Everest Group PEAK Matrix®, market share and delivery capability assessment, and overall evaluation of service provider capabilities Membership Healthcare Payer and Provider Business Process Life Sciences Business Process

The Global Sourcing Adoption Trends reports are new additions to our flagship Market Vista™ offering. These are unique reports that cover enterprise-specific view of global sourcing adoption and maturity, specific to key sectors. This document is the fifth in our series of such enterprise-specific reports and is focused on healthcare market. The report reflects the benchmarks and trends specific to all the leading North America- and Europe-based healthcare markets majors as well as leading service providers in this sector. This report will be useful for healthcare firms, their GICs, as well as service providers as part of ongoing initiatives to assess sector-specific benchmarks and insights. SCOPE AND REPORT CONTENTS Key drivers of global sourcing adoption in healthcare markets Global sourcing maturity across key functions – these include healthcare provider and payer operations, IT-ADM & infrastructure, corporate functions (F&A, risk & compliance, and HR), and digital services (analytics, mobility, automation, social, cloud, cybersecurity, and augmented reality/ visual reality) Offshore penetration and sourcing mix across key functions – healthcare provider and payer operations, IT services (ADM and infrastructure), corporate functions, and digital functions Adoption of digital services (automation, analytics, cloud, blockchain, and AR / VR) in healthcare Leading offshore locations leveraged for service delivery Key trends for global sourcing in healthcare industry Membership(s) Market Vista™

Healthcare enterprises are facing rising costs, increasing consumerism , and regulatory push toward value-based care. As a result, these enterprises are looking beyond the administrative processes of claims and network management, to reduce the cost of healthcare and provide better care. Additionally, the recent growth in care-focused collaboration models, such as Accountable Care Organizations (ACOs) and alternative payment models (reimbursements linked to value), is making the enterprises shift their focus towards care management. However, despite the increased focus on care management, clinical and care market is unstructured and lacks standardization when compared with other healthcare processes such as claims, network and RCM. This, coupled with other challenges such as talent shortage and limited technology deployment, is pushing enterprises to seek third-party help. In order to effectively tackle challenges associated with Clinical and Care Management (CCM), enterprises are looking for third-party support. In the absence of a structured and established market, enterprises find it difficult to meet their sourcing needs from one single vendor. Different categories of vendors are, hence, emerging; each with its unique value proposition. Scope Industry: CCM Operations Services Geography: Global Contents In this research, we analyze the CCM market across the following dimensions: Drivers behind high CCM demand Key sourcing considerations for CCM enterprises Key categories of vendors operating in the CCM market Membership(s) Healthcare & Life Sciences BPO

As we enter a new decade, the global life sciences industry is undergoing momentous changes and facing major headwinds including continued M&As, decline in blockbuster drugs and shift towards specialty drugs (including orphan drugs and personalized medicines such as cell therapies), threat from biosimilars and generics, data explosion, maintaining price competitiveness and ensuring affordability, focus on R&D virtualization/digitization, complex supply chain, and complying to stringent regulatory norms. Further, operational and technological challenges too are contributing to the above factors and hampering speed-to-market for new innovative drugs. To address these challenges and keep up with the rising cost pressures, pharma companies are relying on traditional and technological capabilities of outsourcing service providers to streamline and optimize the life sciences value chain. As a result, there is a notable shift from the legacy monolithic outsourcing service model to a more strategic and relationship-based model, where core judgment-intensive processes are being outsourced. Such a complex market landscape is generating new opportunities for the operations service providers to drive innovation, address key bottlenecks, digitize value chain, and ultimately become a strategic and transformational partner. Service providers are responding by upgrading their services with technology-enabled solutions (including ML/AI, automation, and IoT), developing analytics-driven enterprise-wide platform to break silos and increase cross-functional collaborations, deepening domain expertise, upskilling resources, developing innovation labs and CoE, and providing flexible pricing models. This report provides information on the leading service providers in the life sciences operations – services market along with their areas of expertise. In this research, we analyze the global LS operations – services provider landscape. We focus on: Relative positioning of 24 service providers on Everest Group’s PEAK Matrix™ for LS operations – services Analysis of service provider’s market share Everest Group’s analysis of service providers’ strengths and areas of improvement Membership(s) Healthcare Payer and Provider Business Process Life Sciences Business Process