IT Strategy: Case Studies & Insights

Our client is one of US’s largest public defender offices, providing legal representation and advocacy free of cost to people facing charges in criminal, family, and immigration courts. Having almost doubled in size over the past five years, the client’s IT capabilities hadn’t kept up with the new scale of the organization. This had been exacerbated by the sudden shift to remote work due to the coronavirus pandemic. The Executive Director saw the need for transformation across all aspects of IT and wanted to think strategically to ensure the change would serve the organization for years to come. Recognizing that achieving this vision would require additional expertise, she asked Anoteros to lead the development of a three-year strategy for IT.

We assembled a team comprising infrastructure and IT service delivery experts and quickly went to work assessing the current state of IT. Through meeting with IT staff, analyzing the network and systems, and conducting an IT satisfaction survey with leaders across the organization, we were able to identify the areas of issue and opportunity. We guided IT and executive leadership on a series of decisions that established the future principles under which IT would operate, for example, making an intentional decision to use cloud-based vs. on-premise services wherever possible, and deciding to optimize the use of the client’s existing investment in the Microsoft environment. We then applied these principles as we formulated recommendations for the future state. We developed a pragmatic roadmap for transforming the organization’s network, security, and data center infrastructure that prioritized increasing security and resiliency. In parallel, we developed recommendations on organization and role design for the IT department, identified areas for skill development, and outlined opportunities for service management process improvements.

IT and executive leadership were thrilled that they had a clear strategy for IT for the first time ever, with a pragmatic roadmap to implement the changes over the next three years and associated expense forecasts to build into the organization’s budget. The client asked us to continue providing support for implementation, for both specialized infrastructure expertise and ‘virtual CIO’ services to guide solution selection decisions and ensure the implementation remains on track.

The client is a major software provider for home and community-based healthcare providers and Medicaid-managed care payers. The client wanted to modernize its data warehouse with the goal of achieving near real-time data availability for reporting and analytics, improved ability to react quickly to source schema changes, and improved scalability through a cloud-based architecture. The client was seeking an end-to-end cloud solution utilizing Amazon Redshift as the data warehouse given its existing investments in Amazon Web Services (AWS) infrastructure.

Due to the high stakes of the solution selection decision, we recommended a thorough proof-of-concept and assembled a team of subject matter experts in data architecture, data engineering, and DevOps. After reviewing the current data model, we conducted an architecture review and identified and costed potential tool options. Our engineers set up a development environment and ran an eight-week proof-of-concept where we tested both historic and continuous replication data loads to the new warehouse, created infrastructure and automation scripts, and built sample dashboards. The exercise demonstrated that the client’s requirements could be best met by a combination of Amazon Web Service tools – RedShift and Data Migration Services – coupled with Talend, an Extract, Transform, and Load (ETL) tool Anoteros helped select and license on behalf of the client after testing several market-leading ETL tools.

With the client’s approval to move forward, we set up the production environment, managed the conversion of historic data loads, set up monitoring, alert, and reconciliation mechanisms, and created both automated scripts and procedural manuals for steady-state management. After the new warehouse was live, we continued to support the client team, running both the old and new data pipelines in parallel for a few weeks to ensure the new solution was performing as expected. During this phase, we also built out more robust dashboards for monitoring and trained stakeholders on how to use them, before ultimately disconnecting the old data warehouse and pipeline.

Anoteros’ approach to this complex data warehouse migration gave the client confidence to make vendor and tool selection decisions knowing it could meet their needs. Ultimately, they were able to meet their goals with the implementation of the new data solution including near-time replication from the source systems to the data warehouse. Throughout the project, we complemented the in-house data team’s understanding of the existing data model with expertise in cloud-based data warehousing and were able to guide and coach them so that when our project ended, they were able to independently operate and maintain the new environment.

Our client is one of the US’s largest public defender offices, providing legal representation and advocacy free of cost to people facing charges in criminal, family, and immigration courts. When the Executive Director engaged us, each of their practice areas was using different case and document management systems to manage the workflow and client records for their cases. The capabilities of each system varied, and some of the platforms were outdated and not able to meet the client’s current security and resiliency standards. The siloed systems made it difficult to handle cases that involved multiple practice areas, and there was significant manual effort involved in analyzing case data and preparing reports that our client’s funders required, as well as additional IT burden to manage multiple systems and vendors. The client had already begun researching options for a new, unified, case management system and the Executive Director engaged Anoteros to bring expertise in technology sourcing and to accelerate the process.

We mobilized an Anoteros team to drive the selection process forward. Our business analysis experts held workshops with each practice area to understand their day-to-day working processes and then document detailed functional requirements for the new systems. In parallel, we began reviewing the functional capabilities of the potential vendor systems, as well as using Anoteros’ IT expertise to define service level, system, and security requirements. Once the requirements were defined, we issued a detailed Request for Proposal and then held a series of scripted demos where representatives from each of the practice areas were able to review each product’s suitability for their own unique workflows. The client selected a case management system that was designed specifically for legal case management but built on a Salesforce platform, providing significant capability to customize workflows across the legal practices. We also assisted the client with selecting a document management system that could easily integrate with the chosen case management system. We developed a high-level implementation plan and led contract negotiations with the vendors.

Anoteros enabled the client to conduct a rapid business analysis and selection process, reaching a selection decision within just 12 weeks. Our team complimented the client’s legal practice expertise with application, security, and sourcing expertise, together allowing for a comprehensive and diligent selection process. Anoteros is thrilled to now be assisting the client with the implementation of the chosen systems.

Our client is a home health care provider servicing the New York metro area. The client was seeking assistance with an IT strategy and roadmap, with a primary focus on developing a plan for its highest priority, a cloud-based data warehouse. The organization was growing rapidly via the acquisition of smaller homecare agencies and needed a consolidated view of all its businesses and their underlying performances.

Anoteros assembled a team consisting of a program manager, business analyst, cloud data architect, and an Anoteros partner. Through meetings with key business leaders, IT staff, and other functional experts in the organization, we were able to assess and document the future state IT needs of the organization. Our assessment evaluated all major applications and their pain points and limitations. We developed a roadmap for remediation of these gaps with specific recommendations on solutions and projects for the client to undertake in several key areas including Billing, Accounts Receivable, and Payroll.

We also spent significant time evaluating the client’s data needs by analyzing key source systems, reviewing existing reports and KPIs, and ascertaining the client’s future data needs to support its operations and growth plans. Anoteros developed a plan for an Azure data warehouse solution utilizing various components of Microsoft’s cloud data stack.

Anoteros developed a detailed roadmap with timelines and budgets, providing a blueprint for IT investments required to support the organization’s growth plans. We designed the technical architecture for the new data warehouse and built a dynamic finance model for all Azure-related costs based on the client’s current data needs, but accounting for future growth tied to patient census projections.

Our client is a non-profit organization based in New York City. The client was on its third human resources and payroll (HR) system in ten years and was frustrated that the current system was not meeting its needs. There was significant manual effort and calculation involved in running payroll each cycle, and employees and managers found the system hard to use. There were also defects which the vendor had not been able to resolve.

The client approached Anoteros for support in sourcing a replacement system, with a clear goal that the new system must meet the client’s need for both the short and long-term.

Anoteros recommended a more thorough selection process than the client had used for its past system selections. This started with a current state assessment where we shadowed and held workshops with the HR and Finance teams to map their current processes and identify where there were issues, gaps, and opportunities. The assessment identified opportunities for improvement not just in the technology but in policies, process, and roles. Using the insight garnered from the assessment, Anoteros developed a list of 650 business requirements for the new HR system and broader recommendations for policy and process improvements.

Perhaps the most significant finding from the assessment was that the client’s current-basis pay approach was an impediment to fully automating the payroll process. The client’s current system simply wasn’t built for it, and therefore had been configured to “fit a round peg into a square hole”, which explained why the current process required so many manual interventions.

Anoteros conducted a market scan to identify HR systems that could meet the client’s requirements, including a current-basis pay approach, as the client was considering in parallel whether to move to arrears-basis and did not want to force that decision due to a system selection. From the market scan, three vendors were identified and we worked with the client to conduct a thorough Request for Proposal, demo, and selection process. After presenting the options and recommendation to the leadership team, the recommended vendor was approved and we then led the contract negotiations process.

When Anoteros and the HR team presented the preferred vendor recommendation to the client’s leadership team, along with the recommendation to change the pay approach from current-basis to arrears-basis, both recommendations received unanimous approval, with the robust approach giving the leaders confidence that they were making the right decision for the organization.

In the contract negotiations, we realized 28% in savings over the term of the contract and secured substantial protections for the client related to data security and system resiliency.

We are now thrilled to be leading the implementation process for the client.

Our client is a non-profit organization based in New York City. Following a robust selection process, the client asked Anoteros to manage the implementation of their new human capital management (HCM) system. In addition to the system change, the client had decided to change its pay cycle from semi-monthly current basis to bi-weekly arrears basis. The client also sought Anoteros’ assistance in rolling out this significant change to its staff alongside the system change.

Anoteros provided the following support to the client throughout the implementation project:

• Pay cycle change management: We helped the client develop employee communications and a loan program that would assist employees in managing the shift to arrears pay.
• Project management: We acted as client-side project manager, ensuring the vendor was delivering as expected and that client team members were also fulfilling their responsibilities.
• Business analysis: We worked alongside the HR team and the vendor as they configured the new HCM and helped to ‘translate’ between business needs and system capabilities.
• General ledger expertise: We supported the client’s Finance team in working with the vendor to design a custom post-payroll general ledger export.

The transition to the new system was successful, with no payroll errors. The time taken to run payroll is significantly reduced due to increased automation and elimination of reconciliation ‘re-work’ that is inherent to current basis pay cycles. Additional interfaces with benefits carriers have reduced manual data input and transfer. Supervisors report a much easier timecard approval process, and HR has automated several previously manual processes. In addition, the client’s Finance team has eliminated all manual manipulation that they previously had to do on the HCM general ledger export.

“What made our Anoteros partnership successful was their ability to manage complex enterprise transformation and accelerated implementation timelines through subject matter expertise combined with domain analyst engagement and excellent project management.”
— Stuart Myer, Chief Information Officer, VillageCareMAX

VillageCareMAX, a New York health plan serving governmental programs, including Medicaid Managed Long-Term Care (MLTC) and Medicare, faced significant operational and technological constraints that were limiting its ability to efficiently serve its members and compete effectively in the market. The organization’s existing administrative and IT infrastructure was creating bottlenecks across critical business functions, resulting in low auto-adjudication rates, extensive manual workarounds, and limited automation capabilities.

The health plan’s core operational areas—spanning enrollment and eligibility, premium billing, claims processing, encounter management, provider network management, and regulatory reporting—were operating with disparate systems and processes that hindered efficiency and scalability. Manual interventions were required for routine tasks, creating operational burden and increasing the risk of errors. Additionally, third-party integrations were insufficient to support seamless data exchange and workflow automation.

Recognizing the need for transformation, VillageCareMAX made the strategic decision to transition to a Business Process as a Service (BPaaS) vendor model to modernize its operations. However, they faced the complex challenge of implementing the new vendor in a very compressed timeline while ensuring the chosen solution could address comprehensive operational needs across all functional areas to ensure a successful transformation.

Anoteros served as VillageCareMAX’s strategic implementation partner, acting as the bridge between the plan and the selected BPaaS vendor to ensure a seamless transition. Our approach centered on five core pillars: strategic partnership facilitation, accelerated implementation management, enterprise system integration, operational excellence, and change management.

Strategic Partnership Facilitation Anoteros positioned itself as an advocate for the health plan and a liaison with the BPaaS vendor, ensuring that the health plan’s operational requirements and regulatory constraints were fully understood and addressed. We partnered with the BPaaS vendor to create clear communication protocols and governance structures that facilitated transparent collaboration between all parties while maintaining the plan’s strategic interests throughout the engagement.

Accelerated Implementation Framework Recognizing the accelerated timeline, Anoteros developed an integrated project plan that encompassed internal and external tasks to align with the go-live dates. Working closely with VillageCareMAX, its other external vendors, and the BPaaS vendor, multiple workstreams were formed that allowed for simultaneous configuration, testing, and training activities. Our team coordinated with all stakeholders by holding daily standups, weekly milestone reviews, and executive-level steering committee meetings to maintain momentum and quickly address any emerging issues.

Comprehensive Enterprise Systems Integration Management Anoteros led the complex technical integration planning required to connect legacy systems, external state systems, and other third-party systems with the new BPaaS partner. We led data mapping exercises, developed integration specifications, and coordinated testing protocols to ensure seamless data flow across enrollment, claims, billing, service delivery, and reporting functions. Our technical team worked closely with both internal IT staff and the BPaaS vendor’s implementation team to resolve integration challenges proactively.

Operational Excellence Our dedicated team of Subject Matter Experts documented business requirements and developed new processes to improve operational outcomes. We assisted with the development of a robust testing strategy, post-go-live quality assurance programs, and risk mitigation strategies to protect the health plan’s operations during the transition and beyond. We worked closely with all parties to develop contingency plans for critical business functions, implemented parallel testing environments, and developed cut-over plans to ensure business continuity. Our team assisted with comprehensive user acceptance testing and regulatory compliance reviews to validate that all systems met operational and regulatory requirements before go-live.

Change Management and Stakeholder Alignment Understanding that successful transformation extends beyond technology, Anoteros developed a comprehensive change management strategy that addressed both organizational and individual adoption challenges as well as internal and external communications. We facilitated stakeholder workshops, developed customized provider communications and training programs, and created communication plans that kept all team members informed and engaged throughout the transition.

VillageCareMAX successfully implemented the new BPaaS vendor within the project timelines while positioning the organization for sustainable growth in the competitive New York health plan market. VillageCareMAX eliminated the bottlenecks that had previously hindered efficient operations, replacing manual workarounds with automated processes to reduce processing times and improve accuracy.

The comprehensive enterprise systems integration successfully connected legacy systems, external state systems, and third-party platforms with the new BPaaS solution. This integration created seamless data flow across enrollment, claims, billing, service delivery, and reporting functions, eliminating the data silos. The unified system architecture now supports real-time dashboards, information sharing, and automated workflow processes across operational areas.

The successful implementation was completed within the compressed timeline while maintaining business continuity and protecting member services throughout the transition. This achievement demonstrated the effectiveness of Anoteros’ strategic partnership approach and VillageCareMAX’s commitment to operational excellence in serving vulnerable populations through Medicaid MLTC and Medicare programs.

Bottom Line: This engagement showcased Anoteros’ ability to serve as a trusted strategic partner, successfully navigating the complexities of healthcare IT transformation while ensuring business continuity and positioning VillageCareMAX for sustainable growth.

Ready to transform your organization’s operational capabilities? Contact Anoteros to discuss how our strategic partnership approach can drive your next critical transformation initiative.