Globalization is Key to Balancing Quality and Cost

Each of Perot Systems' healthcare clients faces the challenge of balancing the need to improve care through increased IT investments with the pressure to reduce operating costs, while providing additional levels of support.  Account-centric silo service delivery models do not provide the capacity to deliver on the requirement of increasing service, while simultaneously decreasing cost.  The solution requires a new global service delivery model that leverages people, process, and technology. 

Today, Perot Systems has approximately 4,000 associates delivering services to healthcare clients from India, Romania, Philippines, and Mexico.  Each location shares a single global delivery model that makes processes and tools common across all delivery centers and embeds relationship life cycle management into all engagements.

Of the more than 1,000 healthcare clients Perot Systems currently serves, approximately 90 percent of them receive services delivered by teams not dedicated to that account, and 70 percent of these clients receive services through our expanding global service organizations.  The range of leveraged services that can be offered to an account continues to expand. 

One extraordinary example of the possibilities of the global service delivery model occurred during 2007 at one of Perot Systems’ largest healthcare provider clients.  This initiative took the organization to an onshore and offshore Information Systems (IS) and application support model.  In addition, it provided significant globalized capacity that has increased their offshore application development footprint. 

The globalization effort has resulted in cost savings to both the client and Perot Systems. Additionally, it has helped improve a number of operations support processes.
Some of the main benefits have been:

• Speed — Responsiveness from a highly trained 24X7 support staff
• Cost — Reduced operating cost with minimal impact to existing IS staff through shifting and increased responsibility of local associates
• Quality — Improved operational reporting and documentation based on an offshore CMMI Level 5 process

Now that the 2007 globalization effort has been completed, this client account has a workplace providing application development and support, IT, and business process capability. Globalized associates take 25,000 help desk calls per month in Mexico and support 35,000 client mailboxes.  Plus, 2,000 Wintel and 60 UNIX servers and 14 AS/400’s are supported from our follow-the-sun delivery capability in India, Romania, and Mexico. More than 100 applications are supported from a remote location.  In addition to this, they have resources in Manila and Chennai performing Business Process Outsourcing (BPO) activities in Revenue Cycle Solutions (RCS).

Another impressive globalization achievement has been in Perot Systems' overall business process transaction numbers, which totaled more than 8 million transactions in January 2008 in areas such as payment posting, coding, and registration. These services are delivered by 1,300 associates in Mexico, Philippines, and India.