Gartner Research

Outsourcing Best Practices and Innovation Incentives for Healthcare Payer CIOs

Published: 14 March 2019

ID: G00382535

Analyst(s): Mandi Bishop , Bryan Cole


U.S. healthcare payer CIOs must cut IT costs and increase efficiency, yet outsourcing does not always yield promised savings. Use this decision framework to choose which functions to outsource, what model to use, and how to get the most from BPO and BPaaS vendors.

Table Of Contents
  • Key Challenges



  • Determine Outsourcing Candidates by Assessing Their Strategic Importance and Operational Impact
    • Determine the Strategic Importance of Functions
    • Determine Whether to Retain or Partner
    • Determine Effect on Operational Performance
    • Determine Whether to Eliminate or Outsource
  • Determine How to Outsource by Tying Organizational Infrastructure Control and Domain Expertise Requirements to BPO and BPaaS Characteristics
    • Understand Your Payer’s Risk Tolerance, Policies and Expertise
    • Determine the Outsourcing Type for Each Function
    • Identify Service Providers That Align to Your Requirements
  • Formalize Innovation Activities and Commitments by Applying Gartner’s I3 Outsourcing Innovation Model

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