Category Archives: Healthcare and Outsourcing

Will customers buy CSC’s vision?

Will customers buy CSC’s vision?

We liked what we heard at CSC’s European analyst event. The provider outlined two strategies dealing with the short and long term realities of how you, the customer, buys IT and business services

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CSC stakes its claim to prosper in the new IT services ecosystem

CSC stakes its claim to prosper in the new IT services ecosystem

CSC has struck out in a new direction sketching out a long-term position as a “service integrator” and laying out a cloud strategy that goes beyond the usual hype. The real test is whether CSC can channel its pricing and engagement models, its service management frameworks and—critically—its sales team in the same direction as the new IT services ecosystem emerges. This HfS RAPIDInsight sets out the HfS Research take on CSC’s strategy; what is needs to make it work, and what it means for customers.

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New HfS Market Landscape: Is insurance BPO ready to grow up?

New HfS Market Landscape:  Is insurance BPO ready to grow up?

The global insurance industry faces a challenging and unprecedented market environment; insurance premiums are falling, and insurance firms' profitability is nowhere near the pre-recession era. Added to this, insurers in the US and Europe need to battle several regulatory and compliance requirements in the next few years. HfS Research's new market landscape report entitled "Is Global Insurance BPO ready to grow up?" discusses these issues at length.

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New HfS Report - Desperately Seeking Innovation in BPO: Enterprises Speak Out

New HfS Report - Desperately Seeking Innovation in BPO: Enterprises Speak Out

Innovation is now the critical ingredient for most buyers of Business Process Outsourcing (BPO) services –unequivocally proven by a new HfS Research study of 588 shared services and outsourcing executives. This report dives into the experiences and expectations of today’s enterprise BPO buyers when it comes to achieving innovation, and offers actionable recommendations for devising a strategy to improve their innovation agenda with their BPO endeavor.

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Innovation in BPO purgatory, Part III: the escape route

Innovation in BPO purgatory, Part III: the escape route

When it comes to achieving innovation when outsourcing, buyers need to identify where real innovation is possible, and where they only really need operational efficiency. Both buyers and providers need to be honest with themselves to determine whether they are truly prepared to invest in either achieving or delivering innovation. If not, stick to being operationally efficicient and stop talking about an innovation game-plan that will never happen.

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Preaching Process with Pramod, Part II: integrating IT and BPO and not getting blown up into small pieces...

Preaching Process with Pramod, Part II:  integrating IT and BPO and not getting blown up into small pieces...

we delve into how Genpact is striving to retain a unique identity in the industry as a pureplay BPO provider, in the face of increasing competition and the convergence of Cloud, SaaS and BPO delivery models

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As Healthcare payors face up to seismic change, can outsourcing provide answers?

As Healthcare payors face up to seismic change, can outsourcing provide answers?

Unlike medical product manufacturers and pharmaceutical companies’ industries, healthcare reform will absolutely transform the healthcare payor industry. Mandated medical loss ratios, state-run insurance exchanges, guaranteed coverage, and required purchase requirements will restructure the payor’s business models. The trickle-down impact on operations will be significant, shifting priorities in a manner that will eventually impact outsourcing priorities.

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The Industry Speaks, Part VI: Customers increasingly look to industry-specific BPO solutions, but which vendors will ultimately invest to define and deliver them?

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The move to greater domain-specificity is intrinsically tied to the business utility model of the future, where we are starting to see signs of the convergence of SaaS, Cloud and BPO/ITO models within an engagement structure

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