Together with NTT DATA, Independent Health has transformed its IT infrastructure services, building an end-to-end model that speeds response time, allows for predictive and proactive operations and improves support and satisfaction for employees.
Recent NTT DATA research found that despite the high cost of employee turnover and record high resignation rates, employee engagement is not seen as a top priority. But that is not the belief at Independent Health, which has been named one of the best companies to work for in New York State for 15 consecutive years, due to their dedication to creating a positive work environment.
“We credit our success in working seamlessly through the pandemic by aligning our Independent Health philosophies with our IT strategy and finding the right partner to help us realize our vision,” said Joshua Zalen, Vice President of IT Service Operations, Independent Health. “NTT DATA’s strong delivery capabilities interlaced with transformative dynamic workplace services enabled the combined teams to work through the pandemic with no disruption, while scaling up the overall effectiveness of IT and the fundamental metric of employee satisfaction.”
Headquartered in Buffalo, New York, Independent Health is one of the highest-rated health plans in the United States for clinical quality and member satisfaction, and the end-user experience is critical to support its 1,100 employees and maintain service excellence and continuity for more than 335,000 members.
Access, onboarding and outcomes
The transformation journey focused on improving three key areas: access, onboarding and outcomes. The first step was improving access for end-users from anywhere at any time through online chat options, as well as Citrix and Office 365 for remote access. Continuing to focus on the employee experience, onboarding was improved through the automation of asset deployment, giving new hires access to the right systems and equipment right away. And finally, IT satisfaction metrics and experience-based service level agreements (XLAs) were established to support business outcomes. The focus on employee satisfaction and continuous improvement has resulted in benchmark achievements in call resolution and a 3.9 out of 4 customer satisfaction rating for Independent Health’s IT Services.
“Independent Health has differentiated itself through its customer service philosophy and a relentless focus on improving the member and provider experience,” said Shashi Yadiki, President of Health Plan and Life Sciences, NTT DATA Services. “Successful health plans understand that a data-driven, proactive and predictive operations model is key to building loyalty and driving future growth.”
For more information about merging an IT Service Desk with core infrastructure to transform the employee experience and meet the demands of the future, read Transforming IT to Elevate User Experience and Agility. NTT DATA will continue to provide effective end user services on a foundation that prioritizes customer satisfaction at Independent Health through IT Service Desk support and transformation projects.
About NTT DATA Services
NTT DATA Services is a recognized leader in IT and business services including cloud, data and applications. A division of NTT DATA headquartered in Texas, the company leverages consulting and deep industry expertise to help clients accelerate and sustain value throughout their digital journeys. Visit nttdataservices.com or LinkedIn to learn more.
About NTT DATA
NTT DATA – a part of NTT Group – is a trusted global innovator of IT and business services headquartered in Tokyo. We help clients transform through consulting, industry solutions, business process services, digital & IT modernization and managed services. NTT DATA enables them, as well as society, to move confidently into the digital future. We are committed to our clients’ long-term success and combine global reach with local client attention to serve them in over 50 countries around the globe. Visit us at nttdata.com.
About Independent Health
Independent Health, a not-for-profit health plan headquartered in Buffalo, New York, provides innovative health care products and benefits designed to engage consumers in their health and well-being. Established in 1980, our comprehensive portfolio of progressive products include HMO, POS, PPO and EPO products, Medicare and Medicaid plans, individual and small group Exchange products, consumer-directed plans and health savings accounts, plus coverage for self-funded employers. Our subsidiaries and affiliate companies include a third-party administer of health benefits, a pharmacy benefit management company, a specialty pharmacy, and the Independent Health Foundation. In all, Independent Health and its affiliates serve a total of nearly 540,000 lives across the country.
The company has been recognized nationally for its award-winning customer service, dedication to quality health care and unmatched relationships with physicians and providers. To learn more, go to www.independenthealth.com.
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Contacts
Name: Melissa Smart
Email: melissa.smart@nttdata.com
