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Accenture Outlook: How Analytics Is Driving a New Generation of BPO Solutions in the Health Industry

Accenture Outlook: How Analytics Is Driving a New Generation of BPO Solutions in the Health Industry

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Published by Accenture
A new generation of analytics-based BPO solutions is helping companies in the health industry generate higher-impact business outcomes.
A new generation of analytics-based BPO solutions is helping companies in the health industry generate higher-impact business outcomes.

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Categories:Types, Business/Law
Published by: Accenture on Feb 16, 2012
Copyright:Attribution Non-commercial


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Are you getting enough value from your businessprocess outsourcing arrangement these days, or isthe relationship beginning to go stale?An important recent development in the health indus-try has been the increase in both IT outsourcing andbusiness process outsourcing. It would be difficult tofind a company anywhere in the healthcare ecosystemnot using outsourcing in some form. But as with anybusiness or IT capability, the bar of expectations keepsbeing raised. Outsourcing providers and their clientsalike need to be looking for ways to increase the valuethey achieve and deliver together.Health companies have come to expect the cost sav-ings, improved efficiencies and decreased compliancerisks that accompany a solid BPO relationship. Butthose benefits are just table stakes now. Use offshorelabor for data entry or resolution of simple claimedits? Been there. Outsource basic back-officefunctionality? Done that.Staying ahead of the game today requires working at ahigher level of insight and performance. A new gener-ation of BPO solutions is drawing on the power of thebest service providers to deploy analytics that canextract actionable business insights from the immensestores of transactional data they accumulate duringlong-term client engagements. Health companies canuse those insights to generate higher-impact businesso
utcomes—results ranging from accelerated speed tomarket to enhanced innovativeness, stronger customerloyalty and top-line growth.
Embedding analytics successfully in a BPO solutiondepends on several factors, including ongoing align-ment to business goals, having the right incentives inplace and making sure the provider has sufficientvisibility across an entire function or process.
Climbing the ladder
Several industry trends are leading to a new genera-tion of health BPO solutions. One is that companiesare becoming comfortable outsourcing more mission-critical functions and activities. As companies seeexternal providers perform an increasing number of business functions better than they can themselves,they are looking for ways to leverage that successmore broadly across their organizations.Another important trend is the amount of databeing generated across the healthcare ecosystem.Companies know that this data holds important keysto improving operations, developing innovative prod-ucts and serving customers more effectively. But fewof them have the resources or capabilities to spintheir data-straw into insight-gold.A final relevant trend is the increased sophisticationand applicability of analytics solution
s, and the grow-ing realization by companies that they are not ta
ppinginto all the possibilities analytics presents them.Many organizations are getting better at generatingclean and integrated data; some others are able todefine distinctive customer segments with that data.But those are only the bottom rungs of what theauthors of the book
Analytics at Work 
call the“ladder of analytical applications.”
As companiesmove up the ladder, they leverage more sophisticatedanalytics solutions to get greater value—applicationsthat can help devise different responses for customersegments, predict responses more accurately, andthen to actually embed different actions and corpo-
Point of View
February 2012, No. 1
Rich Hunter
is a seniorexecutive and the global leadfor Accenture's BPO offeringsin Health & Public Service.richard.d.hunter@accenture.com
Leana Fowler
is a seniorexecutive in ManagementConsulting and leads thePayment Integrity offeringin Health & Public Service.leana.r.fowler@accenture.com
Ann Kieffaber
is a seniorexecutive and the lead forAccenture’s Health Analyticsoffering.ann.kieffaber@accenture.com
How analytics is driving a new generationof BPO solutions in the health industry
By Rich Hunter, Leana Fowler and Ann Kieffaber

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