This report uses a subset of The 2009 Black Book of Outsourcing client experience survey consisting of over 182 IT and application outsourcing (AO) contracts held by 84 of the top servicers of healthcare providers such as hospitals, integrated delivery networks, physicians, group practices and ancillary service facilities.
The report employs 18 key performance indicators (KPIs) or criteria that are specific to applications development and infrastructure management ITO buyers within the healthcare delivery sector; these are scored for each respective vendor and ranked per KPI.
Key finding: most important customer satisfaction KPIs for healthcare providers and the delivery ITO sector
Trust, innovation, customization and reliability are the most important attributes influencing healthcare organizations'' satisfaction with their 2009 ITO providers.
Key finding: vendor dissatisfaction is uncommon in the healthcare providers technology and AO sector among top-ranked suppliers
Strong dissatisfaction is uncommon in this niche ITO sector, occurring in only 1.8% of hospitals, but a rising 7.8% of physicians'' and group practices.
US healthcare providers are among the most satisfied with outsourcing services delivery, at 90.5% for 2009 projects delivered from North America. Stronger dissatisfaction was more commonly reported from engagements with offshore outsourcing vendors or components, being expressed by 11.2% of all surveyed healthcare providers.
Key finding: comprehensive services vendor arrangements from full-service ITO vendors produce the highest satisfaction rates
Vendors offering comprehensive ITO services ranked highest in the overall survey by clients. Healthcare providers showed a significant preference for vendors that are capable of offering more extensive service lines once satisfied with initial applications projects.
Table of Contents:
Recent trends 5
Impact of the economic stimulus package 6
Target users of the survey 7
Survey overview 8
Key findings 8
Healthcare ITO – top honors overall 2009 8
Healthcare ITO – top vendor by function 2009 8
BLACK BOOK METHODOLOGY 10
How the data sets are collected 10
Understanding the statistical confidence of Black Book data 10
Who participates in the Black Book ranking process 11
Healthcare ITO vendor rankings and results, 2009 11
TOP 20 HEALTHCARE ITO VENDORS 12
STOP LIGHT SCORING KEY 13
Operational excellence of healthcare ITO vendors 13
OVERALL KPI LEADERS 18
Top score per individual criteria 18
Outsourcing vendors with most top individual criteria scores 19
INDIVIDUAL KEY PERFORMANCE 20
Orbys consulting 39