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
