featured posts:
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RPA Operating Model Guidelines, Part 2: How to Identify High-Impact RPA Opportunities
Nov 03, 2016, by John WillmottAs well as conducting extensive research into RPA and AI, NelsonHall is also chairing international conferences on the subject. In July, we chaired SSON’s second RPA in Shared Services Summit in Chicago, and we will also be chairing SSON’s third RPA in Shared Services Summit in Braselton, Georgia on 1st to 2nd December. In the build-up to the December event we thought we [...]
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RPA Operating Model Guidelines, Part 1: Laying the Foundations for Successful RPA
Oct 28, 2016, by John WillmottAs well as conducting extensive research into RPA and AI, NelsonHall is also chairing international conferences on the subject. In July, we chaired SSON’s second RPA in Shared Services Summit in Chicago, and we will also be chairing SSON’s third RPA in Shared Services Summit in Braselton, Georgia on 1st to 2nd December. In the build-up to the December event we thought we [...]
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WNS: Applying RPA in P&C Insurance with Focus on FNOL, Claims & Underwriting
Jul 21, 2016, by Rachael StormonthThis is the second in a series of blogs looking at how business process outsourcing vendors are applying RPA and AI in the insurance sector. WNS’ RPA journey is moving quickly, with six pilots underway and five more ready to go. WNS has decided to wait on AI for the time being, in favour of developing its process automation capabilities, which has included the launch of eAdj[...]
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Wipro: Applying RPA to Insurance Claims & New Business, Looking to Holmes to Support KYC
Jun 23, 2016, by NelsonHall AnalystThis is the first in a series of blog articles looking at how business process outsourcing vendors are applying RPA and AI in the insurance sector. First up: Wipro. Wipro started its automation journey in the late noughties and has since gone on to set up a dedicated RPA practice, and also developed its own AI platform, Wipro Holmes. Currently, Wipro is principally partn[...]
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Looking Below the Covers of Cognizant's Recent Soft Guidance
Feb 16, 2016, by Rachael StormonthLast week, Cognizant released results for Q4 and full year 2015. At first glance, results looked strong. Q4 revenues were $3,232.5m, up 17.9% y/y, up 16% in CC, and adjusted operating margin was 19.6%, up 18 bps y/y and in the middle of the company's target range of 19%-20%. If we look at Q4 2015 revenue performance in Cognizant’s two largest vertical groups: Financial Services,[...]
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Wipro Makes Fresh Start in U.S. Healthcare Payer BPS with HealthPlan Services Acquisition
Feb 12, 2016, by NelsonHall AnalystWipro announced yesterday it is to acquire Tampa-based HealthPlan Services (HPS) from Water Street Healthcare Partners for $460m, including a $20m deferred consideration. HPS' 2015 revenues were $223m. It has achieved a CAAGR of 38% in the last three years, driven both from adding new healthcare payers and from the increase in individuals or groups eligible for[...]
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Process Automation, Analytics & Consumer-Centricity: the Keys to Healthcare Payer BPS
Jan 07, 2016, by NelsonHall AnalystThe U.S. healthcare payer BPS market is relatively mature, but is also shifting towards changes driven primarily by the Affordable Care Act (ACA), the growing Medicaid and Medicare population, and advancements in technology offerings. Activity is primarily driven by the need for claims administration support with the use of automation services, member engagement services, and improved clinical ana[...]
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IBM Cloud Infrastructure Investments Lead IBM Outsourcing Transformation
Feb 04, 2015, by Rachael StormonthOverall IBM Group revenues in 2014 declined 6% (-1% in CC and excluding divestitures). However, IBM is in the midst of a major adjustment of its portfolio. In line with this, the company is reporting $25bn in revenues (and 16% revenue growth) in 2014 (out of a total of $92.8bn) from its "strategic imperatives". IBM's acquisition of Softlayer, where it continues to invest strongly,[...]
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Disruptive Forces and Their Impact on BPO: Part 7 - High Velocity BPO - What the Client Always Wanted
Nov 13, 2014, by John WillmottThis is the final in a series of short blogs that look at various disruptive forces and their impact on BPO. The impact of all these disruptive factors is that BPO is now changing into something that the client has always wanted namely “High Velocity BPO”. In its early days, BPO was a linear and lengthy process with knowledge transfer followed by labor arbitrage, followed by process[...]
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Disruptive Forces and Their Impact on BPO: Part 6 - The Internet of Things: Is this a New Beginning for Industry-Specific BPO?
Nov 12, 2014, by John WillmottIn our discussion, we’ve missed out lots of fashionable disruptors like mobile and cloud and these are indeed important elements within BPO. However, let’s be more futuristic still and consider the impact of the Internet of Things. Some examples of current deployment of the Internet of Things are as follows Sector Examples [...]
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HCL Awarded 11-Year Life BPO Contract Renewal to Consolidate Services by Chesnara
Aug 19, 2014, by John WillmottChesnara plc, the life assurance consolidator, has awarded a life & pensions BPO contract renewal to HCL Insurance BPO Services Limited ('HCL') which consolidates the services provided in the existing arrangements and which extends the service for a further 11 years. The service scope across the various books remains unchanged, as do the broad service levels. HCL’s original co[...]
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Buy Rather than Build Continues to be a Key Theme in Insurance BPO in EMEA
Aug 01, 2014, by NelsonHall AnalystBe it in support of healthcare, the London market or consulting capabilities, the U.K. insurance BPO market is seeing a lot of acquisitive action from four major players who have already made significant acquisitions in the H1 2014. Starting with two of the most acquisitive vendors in insurance BPO: Innovation Group and Quindell continue to build operational scale Earlier this month, A[...]
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Dell Services: Complementing FTEs with Proprietary AFTE Technology
Nov 04, 2016, by NelsonHall AnalystThis is the fourth in a series of blogs on vendors’ RPA initiatives in the insurance sector. We now turn our attention to Dell Services, which has adopted an automation focus across its life and healthcare insurance BPS processes. Focusing on healthcare payer & provider and life insurance process automation In 2016, life insurance accounts for around 30% of Dell Services’[...]
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SE2 Eyes Growth through Platform Enhancement & Life Insurance Market Expansion
Sep 21, 2016, by NelsonHall AnalystAt SE2’s Partnership Forum in Boston last week, the main theme was ‘FutureProof’, and specifically how to prepare and guard your company from regulatory and operational uncertainties. In effect, the life and annuities insurance BPS vendor is future proofing itself by investing heavily in its infrastructure, middleware, and platform capabilities to address its own fu[...]
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Capita’s Offer to Xchanging: How it Makes Sense
Oct 19, 2015, by Rachael StormonthOn October 14, the Xchanging board recommended a final cash offer by Capita of 160p per share. The offer, valuing Xchanging at ~£412m, represents a premium of ~44% to the closing price on October 2, 2015 (the last business day before the start of the offer period), 52% to the prior three-month average price and 64% to the one-month average price. Capita states it believes the acquis[...]
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HP Enterprise Services to Strip Out $2bn of Annual Costs in Next Three Years in Pursuit of Margin of 7-9%
May 22, 2015, by Rachael StormonthHP Enterprise Services has announced Q2 FY 2015 results, for the period ending April 30, 2015: Revenue was $4,817m, down 15.5% y/y, and down 10% in constant currency (CC), reflecting key account run off and weakness in EMEA Segment earnings before taxes (EBT) were $194m, a margin of 4.0%, up 143 bps y/y. Q2 FY 2015 revenue by service line (with y/y revenue growth) was: [...]
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Angled At Analytics: The New EXL Makes Three Acquisitions In Seven Months And Insures a Health-y Start to 2015
Feb 27, 2015, by NelsonHall AnalystWhat a difference a year makes for EXL. It entered 2014 under the cloud of the loss of two contracts, including the unfortunate termination Travelers (which had accounted for nearly 10% of total revenues in 2013) because of inappropriate behavior by an employee. So it started the year facing significant revenue headwinds. A year later, EXL delivered full year 2014 revenues that beat revise[...]
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Accenture to Acquire Agilex to Enhance Digital Capabilities and Agile Delivery for Federal Sector
Feb 09, 2015, by Rachael StormonthAccenture Federal Services (AFS) is to acquire Agilex Technologies, a privately-held provider of digital solutions for the U.S. federal government based in Chantilly, VA. Terms of the transaction were not disclosed. The acquisition will enhance Accenture’s digital capabilities in analytics, cloud and mobility for federal agencies. It also will add agile delivery expertise. Agilex br[...]
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NelsonHall Launches NEAT Vendor Evaluation and Assessment Tool for P&C Insurance BPO in the Automotive Sector
Dec 01, 2014, by NelsonHall AnalystNelsonHall, the leading global BPO and IT outsourcing analyst firm, has today launched a new tool to assist strategic sourcing managers in assessing vendor capability in Property & Casualty Insurance BPO for the automotive sector. The NelsonHall Vendor Evaluation and Assessment Tool (NEAT) for P&C BPO in the automotive sector is now available to NelsonHall clients, and is also available[...]
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Quindell: Positive End to 2014 as Canada Leads Adoption of Quindell's Telematics Technology
Oct 22, 2014, by NelsonHall AnalystSo far, 2014 has been a mixed year for Quindell; it faced damning speculation from Gotham City Research in April (which has since been rejected) and a failed partnership with the RAC in September, which would have seen ingenie’s telematics services being made available to all drivers, not just 17 to 25 year olds, from July. On the plus side, there has also been a number of signi[...]
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Wipro Changes its Approach to “Fast and Uncertain”, with Increased Focus on Developing Effective Ecosystems
Sep 30, 2014, by Andy EfstathiouThis week Wipro held its first analyst day in the U.S. in over 18 months. During this time, Wipro has conducted a strategic review of its approach to the market, and decided to change its method of engaging clients and prospects. First CEO TK Kurien opened by describing Wipro’s view of the market: Enterprises were created prior to the current digital era. As a[...]
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NIIT: Insurance Product Launch
Sep 26, 2014, by NelsonHall AnalystNIIT is set to launch its latest offering to the insurance market next week, in the form of an upgraded policy and claims administration system which will join its existing set of insurance tools. NIIT has delivered IT services to its Lloyds of London clients for some 20-years, using its insurance specific tools: Subscribe: NIIT’s existing policy administration platform, a multi-cur[...]
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Cognizant Acquires TriZetto to Add ISV Business to its Healthcare Business
Sep 15, 2014, by Dominique RaviartCognizant is to acquire TriZetto, a healthcare ISV in the U.S., for $2.7bn in cash. TriZetto has a headcount of 3.7k (Cognizant at end of H1 2014: 187k.4). In its last 12 months, TriZetto had $711m in revenues and a non-GAAP operating margin of 18.4% (Cognizant in 2013: 20.6%). TriZetto LTM revenues breakdown by service/product line is: Payer software: 40% (~$277m) Consulting: 23% (~[...]
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Xerox's Loss is Accenture's Gain in Texas Medicaid
Aug 22, 2014, by Rachael StormonthIn a case that has been unfolding for several years now, and which heated up in early May, Accenture on August 1 assumed responsibility for administering Medicaid claims in the state of Texas. Accenture’s first award as a state’s primary fiscal agent was announced in the wake of a dispute between Texas and Xerox over its process for reviewing Medicaid dental c[...]
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EXL Acquires Blue Slate Solutions to Enhance Business Process Analytics in the Healthcare Payer Sector
Jul 20, 2014, by NelsonHall AnalystEXL recently announced the acquisition of Albany, NY-based Blue Slate Solutions. Blue Slate, founded in 2000 by CEO Rick Barnett, has from its inception focused on data driven business consulting and services. Today, with a staff of 35, it focuses on developing simplified data models and business processes for health insurers (~85% of its business, including large insurers and Medicare contractors[...]