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A Government Contract

client

Fortune 50 Insurance Company

Customer Overview

  • Leading global provider of insurance, annuities & employee benefit programs
  • $48B in annual revenue
  • IT spend of $1,249M (44% Infrastructure, 56%ADM)
  • Highly complex/integrated IT infrastructure and teams of highly skilled operations technicians, infrastructure engineers, and architects
  • Business Problem

  • After optimizing global sourcing model, the client landed a multi-billion dollar TRICARE business from DoD
  • DoD requires only US citizens have direct access even to the infrastructure that hosts the real (production) data & programs that manipulate it
  • This required major shift to the existing model and additional provisions to be made around security
  • Approach

  • Senior mgmt across enterprise negotiated details of the security & decision was made not to isolate the infrastructure handling TRICARE
  • Since infrastructure moves were off the table, resource moves were not Given aggressive timeline, a tactical solution involved partial replacement of existing offshore support staff with contracted US citizens & adjusting roles of some FT regular staff who were not US Citizens
  • The LT solution involved a re-structured approach to outsourcing
  • Outcome

  • Fulfill DoD requirement & service the contract by working with existing partners to replace some offshore support with contracted US nationals
  • Team was assembled for execution of long-term solution
  • True balancing act between 24x7 availability of cost-efficient, optimized operations model versus ever changing need of business

  • Ability of IT organization to flex & adapt (replacing a successful optimized operations model) with ever changing need of business