Healthcare Payer IT Services – Service Provider Landscape with PEAK Matrix™ Assessment 2016

31 Oct 2016
by Abhishek Singh, Jimit Arora, Nitish Mittal

The Healthcare and Life Sciences (HLS) landscape has been subject to significant turbulence on account of a gamut of factors including escalating costs, widespread regulatory amendments, changing business models, and evolution of the patient-centric paradigm (with mobile computing, social media platforms, “anytime-anywhere” information access, and self-service channels). This combination of disruptive and legacy factors has driven HLS firms to adopt new technologies, while also revamping their existing systems, processes, and interfaces.

As the technology mandate for HLS enterprises evolves, so do their relationships with IT service providers. This, in turn, is driving the need for relevant research and market intelligence on demand and supply trends in HLS IT services across the three major market segments – payer, provider, and life sciences. Everest Group’s HLS IT research program addresses this market requirement by analyzing outsourcing trends and service provider capabilities specific to IT services in the healthcare and life sciences vertical.

In this report, we analyze the capabilities of 22 payer IT service providers specific to the global healthcare sector. These service providers are mapped on the Everest Group Performance | Experience | Ability | Knowledge (PEAK) Matrix, which is a composite index of a range of distinct metrics related to a provider’s capability and market success. We focus on:

  • Payer IT market trends
  • The landscape of service providers for payer IT
  • Assessment of the service providers on a number of capability-related dimensions
  • Implications for payer IT buyers and service providers

Service providers covered: Accenture, Atos, Capgemini, CGI, Cognizant, CSC, Dell Services, EPAM, Fujitsu, HCL Technologies, Hexaware, HPE, IBM, Infosys, L&T Infotech, Optum, Syntel, TCS, Tech Mahindra, Unisys, VirtusaPolaris, and Wipro

Scope of the analysis

  • Industry: Healthcare payers (public and private health plans)
  • Services: Multi-year (>3 years) and annuity-based IT services
  • Geography: Global (though with a slight skew towards the U.S. payer market, given dominant market activity)
  • Sourcing model: Third-party IT transactions; excludes shared services or Global In-house Centers (GICs)


This report is structured across three key sections, each containing insights into the healthcare payer IT services provider landscape:

  • Executive summary
    • Summary of key messages
    • Key takeaway: Buyer feedback for service providers
    • Implications for key stakeholders
  • Payer IT services market trends
  • Performance | Experience | Ability | Knowledge (PEAK) Matrix for healthcare payer IT services
    • Mapping of healthcare payer IT services providers on the Everest Group PEAK Matrix
      • Analysis of individual service provider capabilities in the healthcare payer IT services space along the following dimensions:
      • Delivery capability:
        • Scale
        • Scope
        • Domain investments and innovation
        • Delivery footprint
        • Buyer satisfaction
      • Market success:
    • Commentary on the specific characteristics of PEAK Matrix clusters (Leaders, Major Contenders, and Aspirants)
  • Profiles of healthcare payer IT services providers covering the following aspects:
    • General overview of the provider’s healthcare payer IT services business – scale, overall focus, and extent of adoption of the provider’s healthcare payer IT services business across enterprise segments and geographies
    • Overview of the provider’s healthcare payer IT services – overall portfolio of services and relative focus across service lines
    • Assessment of the provider’s healthcare payer IT services delivery capability, domain investments & innovation, key solutions, and key partnerships
    • Strategic focus areas and market success for healthcare payer IT services areas

Everest Group has a complimentary four-page PEAK Matrix preview document for this service provider landscape report.


Healthcare & Life Sciences IT Outsourcing


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