Healthcare Payer Digital Services PEAK Matrix™ Assessment and Service Provider Landscape – 2019

12 Dec 2018
by Jimit Arora, Abhishek Singh, Nitish Mittal, Kanika Gupta

The healthcare landscape has been subject to significant turbulence on account of a gamut of factors. Some of these are escalating costs, declining margins, widespread regulatory amendments, shift from volume- to value-based care model, and rising consumerism. This has driven healthcare firms to undertake digital transformation initiatives as well as revamp their existing systems, processes, and interfaces to improve revenue, reduce costs, and optimize existing processes. To take advantage, vendors need to step up and act as strategic partners to these enterprises in their digital transformation journeys.

In this report, we analyze the digital services capabilities of 20 IT service providers specific to the healthcare payer sector. These service providers are mapped on the Everest Group PEAK Matrix, which is a composite index of a range of distinct metrics related to a provider’s vision & capability and market impact. We focus on:

  • Digital services market trends for healthcare payers
  • Service provider landscape for healthcare payer digital services
  • Assessment of the service providers on several vision & capability- and market impact-related dimensions

Service providers covered: Accenture, Atos, Capgemini, CGI, CitiusTech, Cognizant, DXC Technology, emids, EPAM, HCL Technologies, Hexaware, HTC Global Services, IBM, Infosys, NTT DATA, Optum, Tech Mahindra, TCS, Virtusa, and Wipro

Scope of this report:

  • Industry: healthcare payers
  • Services: digital services
  • Geography: global
  • Sourcing model: third-party ITS 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 digital services provider landscape:

  • Summary of key messages
  • Healthcare payer digital services trends
  • PEAK Matrix for healthcare payer digital services
    • Mapping of service providers on the Everest Group PEAK Matrix
      • Analysis of individual service provider capabilities in the healthcare digital service space along the following dimensions:
        • Vision & capability
          • Vision and strategy
          • Scope of services offered
          • Innovation and investments
          • Delivery footprint
        • Market impact
          • Market adoption
          • Portfolio mix
          • Value delivered
  • Commentary on the specific characteristics of PEAK Matrix clusters (Leaders, Major Contenders, and Aspirants)
    • Everest Group also identified three service providers as the “2018 Healthcare Payer Digital Services Market Star Performers” – Capgemini, NTT DATA, and Virtusa. This was based on the relative year-over-year movement of different service providers on the PEAK Matrix
  • Profiles of services providers cover the following aspects:
    • General overview of the service provider’s healthcare payer digital services – scale, scope, geographic spread, and extent of adoption of the digital services across enterprises’ lines of business, value chain elements, and buyer sizes
    • Overview of the service provider’s healthcare payer digital services – overall portfolio of services
    • Assessment of the service provider’s payer digital services domain investments and innovation, key solutions and partnerships/alliances
    • Vision and strategy of the service provider when it comes to healthcare digital services


Healthcare & Life Sciences IT Services (ITS)


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