THE CHALLENGE

To improve their service offerings, a large healthcare insurance provider acquired a health insurance and benefits administration company. This acquisition led to a multi-faceted integration program to merge the two companies’ processes and to transition both customers and employees onto new technology systems.

Additional factors impacting the integration program included:

  • The need for the insurance providers’ customers to experience a seamless transition to the benefits administration company’s technology platform
  • The decision for the benefits administration company to adopt an Agile product development approach
  • The lack of standardization across technology testing and quality assurance
  • The significant organizational change, requiring operational readiness activities for 26 workstreams

The benefits administration company engaged Sendero to lead multiple transformation efforts and to mediate their process integration with a significantly larger company.

Sendero's team worked across seven disciplines: project management, product development, business analysis, operational readiness, Agile transformation, testing strategy, and technology product management.

OUR APPROACH

Sendero’s project team operated across the business and IT branches of the benefits administration company. The project team’s top priorities were to:

  • Define a Project Management Office to prioritize work, set a standard for documentation and visibility, and define expectations across multiple technology development teams
  • Work as an Agile coach to champion the technology department’s Agile transformation and to identify future-state opportunities for improvement
  • Implement functional, technical, and business standards for technology testing
  • Document process changes, training needs, impacts, and dependencies across all workstreams and use that information to develop operational readiness plans

In total, Sendero’s team worked across seven disciplines: project management, product development, business analysis, operational readiness, Agile transformation, testing strategy, and technology product management. Each of these initiatives operated in tandem to achieve transformational results for the client.

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Related Practice Areas

Systems Implementation
Systems Implementation
Project Management Office
Project Management Office

Sendero worked with the client to provide the tools, structure, and support needed to successfully complete the initial phases of the integration program.

OUR RESULTS

Sendero worked with the client to provide the tools, structure, and support needed to successfully complete the initial phases of the integration program. Following the completion of that program, Sendero provided the formal structure and documentation the client needed to continuously develop the technology solutions that impact their employees and customers, including:

  • A technology development program that operates more efficiently due to the Agile structure
  • 20+ testing tools to ensure uniform quality standards are met for all emerging technologies
  • Comprehensive documentation, including process diagrams and future-state analyses, to enable the client to make informed business decisions

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