Healthcare Provider Digital Services PEAK Matrix™ Assessment with Service Provider Landscape – 2019: Providing Healthcare as a Digital Service in the Age of Consumerization

20 Dec 2018
by Jimit Arora, Abhishek Singh, Nitish Mittal, Mayank Thakur, Kanika Gupta, Pranav Kumar

Health systems around the world are facing testing times. The availability of physicians is well below demand, while governments are placing greater emphasis on achieving positive health outcomes. Hospitals are struggling to remain profitable, while new-age tech-savvy consumers are demanding innovations in how they receive healthcare. The healthcare provider market is now faced with an impending point of inflection, wherein digital transformation will be required to achieve positive business outcomes, cost and efficiency goals, wider access to healthcare, and improved patient experiences.

The need for healthcare providers to reorganize and adopt digital technologies has not gone unnoticed by service providers. To take optimal advantage of the market situation, vendors need to step up, create relevant offerings, co-innovate, and act as strategic partners to healthcare provider enterprises in their digital transformation journeys.

In this report, we analyze the capabilities of 19 IT service providers specific to healthcare provider digital services. 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:

  • IT digital services market trends for healthcare providers
  • The landscape of service providers for healthcare provider digital services
  • Assessment of the service providers on several capability- and market success-related dimensions

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

Scope of this report:

  • Industry: healthcare provider
  • Services: digital services
  • Geography: global
  • Sourcing model: third-party ITS transactions; excludes shared services or Global In-house Centers (GICs)


  • Summary of key messages
  • Healthcare provider digital services market trends
  • Performance | Experience | Ability | Knowledge (PEAK) Matrix for healthcare provider digital services
    • Mapping of healthcare provider digital services providers on the Everest Group PEAK Matrix
      • Analysis of individual service provider capabilities in the healthcare provider digital service space along the following dimensions:
        • Vision and 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)
  • Profiles of healthcare provider digital services providers covering the following aspects:
    • General overview of the service provider’s healthcare provider digital services business – scale, overall focus, scope, geographic spread, and extent of adoption of the provider’s healthcare provider digital services business across enterprise lines of business, value chain elements, and buyer sizes
    • Overview of the service provider’s healthcare provider digital services – overall portfolio of services
    • Assessment of the service provider’s healthcare provider digital services domain investments and innovation, key solutions, and partnerships/alliances
    • Vison and strategy of the service provider, when it comes to healthcare provider digital services


Healthcare & Life Sciences IT Services (ITS)


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