This IDC study presents a framework that defines the maturity of a healthcare payer's BPO relationships in multiple dimensions (strategy, offerings, people, process, technology). Legal provisions such as guaranteed issue, in combination with technological change, have driven payers to reprioritize strategies and reevaluate their BPO relationships. Payers and their partners increasingly embrace vendor sourcing management office (VSMO) governance, achieve more limited sets of trusted relationships, and manage them according to business outcomes.
"Just as clinical outcomes are the measure of value-based care, business outcomes are becoming the measures of BPO relationships," says Sven Lohse, research manager, Healthcare IT Services Strategies. "This imperative increasingly drives not only contracts but also business relationships and the ways in which payers manage their portfolios of outsourcing partners."
IDC Health Insights: Healthcare IT Services Strategies