2009 Top Healthcare ITO Vendors, Black Book Survey 2009 Results

Date: February 22, 2010
Pages: 39
Price:
US$ 2,500.00
Publisher: The Black Book of Outsourcing
Report type: Strategic Report
Delivery: E-mail Delivery (PDF)
ID: 25AC81AEB22EN
Leaflet:

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2009 Top Healthcare ITO Vendors, Black Book Survey 2009 Results
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 findings

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.
INTRODUCTION

Recent trends
Impact of the economic stimulus package
Target users of the survey

SUMMARY

Survey overview
Key findings
Healthcare ITO – top honors overall 2009
Healthcare ITO – top vendor by function 2009

BLACK BOOK METHODOLOGY

How the data sets are collected
Understanding the statistical confidence of Black Book data
Who participates in the Black Book ranking process
Healthcare ITO vendor rankings and results, 2009

TOP 20 HEALTHCARE ITO VENDORS

STOP LIGHT SCORING KEY

Operational excellence of healthcare ITO vendors

OVERALL KPI LEADERS

Top score per individual criteria
Outsourcing vendors with most top individual criteria scores

INDIVIDUAL KEY PERFORMANCE

APPENDIX

Orbys consulting
Disclaimer
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