Reducing Operational Cost by 30% for one of the largest Health Insurer in the US
Published Date:
Aug 19, 2011The Client
One of the largest customer-owned health insurer in the United States offering a variety of health and life insurance products and related services to employers and individuals.
Areas of Engagement
Applications Support, Development & Testing covering the functional areas of:
- Membership Management
- New Business/ Underwriting
- Financial Management
- Correspondence
- Rating
- Check writer
- Product support
- Security
- Benefit/ Claims Management
- Agent Management
- High Risk Plan Processes
Business Challenges
- High Cost of Application Maintenance
- Process Improvement for better Application management
- Increasing Longevity of Applications
- Inadequate documentation for System Architecture, Design and Traceability Matrix to requirements
- Consolidation of existing multiple service providers
- Automation of existing manual processes with regards to Incidents, Problems and Service requests handling
HCL Solution
- Aggressive timelines for completion of transition from the existing vendors
- Onsite-offshore model to support the client business 24*7
- Service Level Agreement for Incidents, Problems & Request Fulfillment
- Identify and recommend Configuration / Change management tools
- Complete transition on HCL’s proprietary ASSeTTM Methodology to minimize the risk and time for transition
Business Benefits
- 30% reduction in Operational Costs with an onshore offshore model
- Complying with ITIL V3 for support processes as compared to non existent standards earlier resulting in measurable service levels
- Providing Right Shoring of resources for non-business hours support
- Risk Mitigation by providing support for a 20 year old mission critical application
- Regenerated the entire documentation of existing processes thereby reducing customer dependency on vendor/ service provider
