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.
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.
