subject: 2009 Top Healthcare Payer Ito Vendors, Black Book Survey 2009 Results - Aarkstore Enterprise [print this page] In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor in ITO initiatives, and ranked on a 110 scale in mean format. The key follows in the report detail.
Slices of the data fields (provided in the registration of ballot submitters) allow Black Book to also determine the top rankings among provider and payer outsourcing users, and by function and project type as described/defined directly by the user.
Key findings
Key finding: the most important customer satisfaction KPIs increased significantly in all healthcare payer client types in 200910
In 2009, payers' most important attributes influencing their satisfaction with their outsourcing suppliers were cost-based. KPIs in scalability, client adaptability and flexible pricing and marginal value adds were identified by the majority of payers and insurers as the major satisfaction drivers from their contractual outsourcing arrangements.
Technology enhancements were the most important issues to hospitals and health systems and provided client satisfaction in 2009. Confidence in innovation, best of breed technology, data security and back-up protection and successful integrations and interfaces are the most overwhelmingly important attributes influencing hospital customers' satisfaction with their outsourcing providers.
Relationships were the most important attributes influencing government healthcare customers' satisfaction with their outsourcing providers, specifically naming support and customer care, customizations and reliability as 2009s key deal keepers.
Key finding: ITO vendor dissatisfaction is rare in the healthcare payer industry
Real dissatisfaction is uncommon in the health plan sector, occurring in only 4.9% of contracts, increasing satisfaction over 50% from managed care client user responses recorded in 200708.
Key finding: in healthcare payer ITO contracts, single-vendor arrangements produce the highest satisfaction rates
Single-vendors offering both comprehensive ITO and bundled ITO/BPO services to healthcare clients are the highest rated overall.
Key finding: payers greatly increase outsourcing spend in 2009
Payers are accelerating their spending on outsourcing, largely driven by national initiatives toward EMR adoption. Collectively, payers that outsource believe that the level of ITO service they receive from their outsourcer is an improvement over the services they have received previously.
