The Challenge

Facing several IT and Operational issues:

• Current Part B system was "home-grown" and inflexible to support expanding business
• Current telephony system had limited functionality and was not integrated with Call Center and Tele Marketing functions
• Current Part D system maintenance and projects were expensive and consuming 90% of the IT resources
• Key deliverables to clients were at risk
• IT annual costs (operations) were exceedingly greater than comparable peer group competitors
• Ability to attract, retain and contract with knowledgeable IT talent was limited and impacting key projects
• Ability to bring on additional "core" business functions lacked a structured process which negatively impacted project implementation timetables and the creation of related cost overruns and lost revenue opportunities
• No formal Governance process existed within IT or Operations
• Operations and IT operated as "silos" with no communications between the departments
• No service levels were being measured
• Projects were missing deadlines, resulting in cost overruns
• No formal budget existed for IT
• Organization was not profitable