Case study

The challenge

Our client, a large US-based managed healthcare organization, sells traditional and consumer directed healthcare insurance and related products such as medical, dental and behavioral health services. The company currently serves approximately 24 million members via medical, pharmacy and dental plans and is dedicated to helping people on their path to better health. Although the company established a centralized Center of Excellence, business groups were still operating in a highly federated manner. The client’s operations and automation funding were completely decentralized, making it necessary to have focused education, automation and change management efforts. Its transformation journey required automating processes end-to-end across key business units. Cognizant was chosen as the preferred strategic implementation partner because of our leadership in intelligent process automation and expertise with the automation vendors used in the organization.

Our approach

The focus of this engagement was on integrating disparate automation systems and data, improving the compliance review mechanism and making workforce processes more efficient. Cognizant proposed an end-to-end strategy that includes robotic process automation and analytics to scale automation across multiple business units, close the compliance gap, reduce costs and improve employee efficiency. The strategy included four key areas: ideation workshops, assessment and discovery, self-funded teams and an optimized workforce for higher value work.

We conducted foundational automation training and idea generation with 200+ business users that produced approximately 130+ ideas and deployed discovery using product-oriented delivery for lean assessment and to create a book of work for qualified ideas. We also implemented the Agile MVP based automation approach to deliver value over value, using the business that was able to realize savings quickly with readily available opportunities.  These savings were further invested to automate much bigger, more complex automation approaches to generate more savings. Additionally, we removed and automated time-consuming tasks, such as data entry and the need to consult multiple systems before making decisions, saving employees’ time.

Scaling process automation boosts efficiency

By implementing a range of dynamic, scalable automation solutions, the company now uses bots to scrape data from several sources, including mainframe, desktop, web, API and databases. An automated analytics-driven demand capacity and planning solution for the business operations provides a visual dashboard of demand capacity to help manage and balance the workforce. The solution also provides automated data feeds and self-service analytics.

Going forward, our client is better positioned to meet its goals with unified automation capabilities that support a more efficient workforce and modernized operations that run faster and with greater agility.

~$14M

year-over-year savings generated

2.6X

ROI achieved

105

processes automated at scale