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How analytics is driving a new generation of BPO solutions in the health industry

Health organizations are requiring business-outcome driven analytics from their BPO partnerships to best optimize their health enterprise.

Overview

Are you getting enough value from your business process outsourcing (BPO) arrangements, or is the relationship going stale?

Most companies in the healthcare ecosystem use outsourcing. But firms and their BPO providers need to look for new ways to increase the value they achieve and deliver together. Accenture Healthcare draws on its experience in other industries to provide insights into an approach to industry leadership that requires higher levels of performance.

Background

Accenture Healthcare pulls experiences from other industries to show there are several industry trends that are leading to a new generation of health BPO solutions.

  • Companies are becoming comfortable outsourcing more mission-critical functions and activities.

  • There is an increase in the amount of data being generated across the healthcare ecosystem.

  • Sophistication and applicability of analytics solutions has increased across the industry.

Many organizations are getting better at generating clean and integrated data. But, ultimately, companies who can embed analytics successfully in a BPO solution in order to optimize processes and respond to real-time needs.

Analysis

In some functional domains, analytics solutions can result in continuous improvement of business processes, or even embed differentiated actions in the processes themselves. In other areas such as clinical research, analytics is more likely to provide assistance to human decision making.

  1. Improving data quality

  2. Understanding and attracting customers

  3. Predicting and preventing

Recommendations

Analytics solutions vary across marketing, clinical, operational and financial domains within the health industry delivering significant value to the overall organization. Accenture Healthcare showcases how cultivating and nurturing their BPO partnerships, organizations can leverage more sophisticated analytical solutions to predict responses more accurately and embed different actions and corporate responses into a business process itself. Here are some important questions health executives need to ask:

  • What are our business goals, and is the relationship with our BPO partner set up to dive those goals?

  • Are the proper incentives in place to produce the desired outcomes?

  • Cost savings and operational efficiencies are vital, but what else is the relationship providing in terms of helping our organization leverage information to serve customers better and drive new and innovative solutions?

Health organizations that can begin to be more comfortable with outsourcing a process from end-to-end because of the synergies that result from a holistic approach are seeing the elimination of inefficiencies of having different parts of the same process run by different providers.