The Forrester New Wave™: RPA Service Providers In ...€¦ · The forrester new Wave™: rPA service Providers in Healthcare, Q3 2020 August 5, 2020 2020 Forrester Research, Inc

The Forrester New Wave™: RPA Service Providers In Healthcare, Q3 2020The 12 Providers That Matter Most And How They Stack Up

by Jeff BeckerAugust 5, 2020

Licensed for individuAL use onLy

FoRReSTeR.coM

Key TakeawaysWipro, Deloitte, Pwc, And KPMG Lead The Packforrester’s research uncovered a market in which Wipro, deloitte, Pwc, and KPMG are Leaders; nTT dATA, cognizant, and HcL Technologies are strong Performers; virtusa, ePAM, and ey are contenders; and Agilify and Booz Allen Hamilton are challengers.

Governance Frameworks And Knowledge Transfer Are Key DifferentiatorsLeaders bring an innovative vision for automation governance and a framework for engaging and accelerating citizen developers in healthcare.

Why read This reportin forrester’s evaluation of the emerging market for robotic process automation (rPA) service providers in healthcare, we identified the 12 most significant providers in the category — Agilify, Booz Allen Hamilton, cognizant, deloitte, ePAM, ey, HcL Technologies, KPMG, nTT dATA, Pwc, virtusa, and Wipro — and evaluated them. This report details our findings about how well each vendor scored against 10 criteria and where they stand in relation to each other. Healthcare leaders can use this review to select the right partner for their rPA needs.

This Pdf is only licensed for individual use when downloaded from forrester.com or reprints.forrester.com. All other distribution prohibited.

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Table of contents

Differentiation Comes From Governance And Industry Acumen

RPA Service Providers In Healthcare Evaluation Overview

Vendor QuickCards

Supplemental Material

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The Forrester New Wave™: RPA Service Providers In Healthcare, Q3 2020The 12 Providers That Matter Most And How They Stack Up

by Jeff Beckerwith daniel Hong, Paul-Julien Giraud, and Peter Harrison

August 5, 2020

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The Forrester New Wave™: RPA Service Providers In Healthcare, Q3 2020August 5, 2020

© 2020 Forrester research, inc. Unauthorized copying or distributing is a violation of copyright law. [email protected] or +1 866-367-7378

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The 12 Providers That Matter Most And How They Stack Up

differentiation comes from Governance And industry Acumen

The covid-19 pandemic is forcing healthcare organizations (Hcos) to scale operations to care for an unprecedented number of patients. Life sciences organizations face pressure to accelerate research, manufacturing, and distribution. The entire healthcare value chain is under scrutiny for opportunities to increase throughput and carve out cost. covid-19 will eventually pass, but the automation tools and strategies being deployed today are here to stay.

To get deeper insight into how automation projects are unfolding in the healthcare and life sciences (HcLs) industry, forrester interviewed dozens of automation leaders about their recent experiences. We found that Hcos are bullish on the potential of rPA, but many struggle to scale programs beyond pilot projects. These anecdotal insights align with forrester Analytics data, which reveals that the top challenge for healthcare data and analytics decision makers pursuing automation is limited technical expertise among staff.1 Hcos are now turning to rPA service providers with deep industry expertise to help them scale automation across the enterprise.

rPA service Providers in Healthcare evaluation overview

The forrester new Wave™ differs from our traditional forrester Wave™. in the new Wave evaluation, we assess only emerging technologies, and we base our analysis on a 10-criterion survey and a 2-hour briefing with each evaluated vendor. We group the 10 criteria into current offering and strategy (see figure 1). We also review market presence.

We included 12 vendors in this assessment: Agilify, Booz Allen Hamilton, cognizant, deloitte, ePAM, ey, HcL Technologies, KPMG, nTT dATA, Pwc, virtusa, and Wipro (see figure 2 and see figure 3). each of these vendors has:

› experience implementing RPA within at least two healthcare or life sciences verticals. These vendors have implemented rPA technology and center-of-excellence (coe) governance frameworks in at least two of the following types of organizations: health insurer, healthcare provider, pharmaceutical manufacturer, or medical device manufacturer.

› At least $5 million in annual service revenue from healthcare RPA engagements. The vendor booked at least $5 million in service revenue directly from implementing rPA for healthcare and life sciences organizations in 2019.

› Demonstrated interest from Forrester’s healthcare and life sciences clients. forrester clients regularly consider these providers for rPA services work.




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FIGURe 1 Assessment criteria

Platform evaluation detailsCriteria

How well do the provider’s center-of-excellence (COE) frameworks and methodologies support healthcare and life sciences (HCLS) clients? For how many HCLS clients has the provider implemented a COE, and what is the average tenure of those clients?

How well do the provider’s automation knowledge transfer capabilities support HCLS clients? How well does the provider support citizen developers within client organizations?

How strong are the provider’s capabilities around designing and implementing unattended automations for HCLS clients? How experienced is the provider in design, prototyping, implementation, and integration of automations for HCLS organizations?

How strong are the provider’s capabilities around designing and implementing attended automations for HCLS clients? How experienced is the provider in design, prototyping, implementation, and integration of automations for HCLS organizations?

How effectively does the provider build and deliver arti�cial intelligence within HCLS automation projects? How experienced is the provider in incorporating intelligent automation capabilities within HCLS projects?

Which automation use cases does the vendor currently support within HCLS organizations? How many total automations are deployed within HCLS client organizations?

How strong are the provider’s capabilities around deploying bot utilization monitoring and bot management strategies for HCLS clients? How well aligned and differentiated are automation performance, ROI analytics, and bot maintenance tools for HCLS organizations?

Do the provider’s pricing model and contract terms help it differentiate in HCLS markets? What price would clients expect to pay for the design, development, and implementation of a single low-complexity and a single high-complexity bot? What outcomes-based pricing terms are available?

What are the provider’s partnerships relevant to its HCLS RPA practice, including partnerships with electronic health record, core claims administration system, and clinical trial management vendors? What exclusive alliances are relevant to its HCLS RPA services work?

How successful is the provider’s HCLS go-to-market approach by growth and past sales? What proof points can the provider show that demonstrate results meaningful to each quadruple aim goal? What new HCLS RPA capabilities has the provider introduced in the past 18 months?

Governance frameworks

Knowledge transfer

Unattended automation

Attended automation

Intelligent automation capabilities

HCLS automation expertise

Maintenance and support

Commercial model

Partner ecosystem

Market approach




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FIGURe 2 forrester new Wave™: rPA service Providers in Healthcare, Q3 2020

Challengers Contenders LeadersStrong

Performers

Strongercurrentoffering

Weakercurrentoffering

Weaker strategy Stronger strategy

Market presence*

*A gray bubble indicates a nonparticipating vendor.

Agilify

Booz Allen Hamilton

Cognizant

Deloitte

EPAM

EY

HCL Technologies

KPMG

NTT DATA

PwC

Virtusa

Wipro

RPA Service Providers In HealthcareQ3 2020




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FIGURe 3 vendor Quickcard overview

Company

Wipro

Deloitte

PwC

KPMG

NTT DATA

Cognizant

HCL Technologies

Virtusa

EPAM

EY

Agilify

Booz Allen Hamilton

Comm

ercia

l model

Mar

ket a

pproac

h

Main

tenan

ce a

nd support

HCLS auto

mat

ion

Inte

lligen

t auto

mat

ion

Attended

auto

mat

ion

Unatte

nded a

utom

atio

n

Knowledge

transf

er

Govern

ance

fram

ework

s

Partn

er e

cosy

stem

Differentiated On par Needs improvement No capability

vendor Quickcards

forrester evaluated 12 vendors and ranked them against 10 criteria. Here’s our take on each.




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Wipro: Forrester’s Take

our evaluation found that Wipro (see figure 4):

› Leads the pack in HcLS automation experience and innovative commercial models. of all the vendors we evaluated, Wipro has the most experience building bots for HcLs clients and delivering automations to HcLs clients under outcomes-based procurement models.

› Needs more experience delivering governance strategy services. Wipro has a coe maturity framework that challenges clients to perpetually improve and embrace more progressive governance strategies over time. However, it has less recent experience implementing coes for HcLs clients than other vendors in this evaluation.

› Is a good fit for companies looking to amplify existing automation capabilities. Wipro is an all-purpose service provider; it’s a strong fit for enterprises that need strategic governance advice or those that just need a team of bot developers willing to work at risk.

Wipro customer Reference Summary

clients said that Wipro is their trusted strategic advisor on new Ai technologies and emerging governance models. They also appreciate its expertise in structuring outcomes-based rPA contracts.

FIGURe 4 Wipro Quickcard

REFERENCE QUOTES

“Wipro has deployed more than 1,000 bots for our organization under outcomes-based pricing models.”


Knowledge transfer


Attended automation

Intelligent automation

HCLS automation


Commercial model

Partner ecosystem

Market approach

Products evaluatedWipro Health Business Unit RPA Services

WiproWave position

LEADER

Differentiated Needs improvement

On par No capability




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Deloitte: Forrester’s Take

our evaluation found that deloitte (see figure 5):

› Has a strong set of bot workforce management tools for HcLS organizations. deloitte extends its predictive analytics capabilities beyond bot development and into bot management, where clients benefit from tools that predict bot runtime issues and perpetually identify opportunities for bot optimization.

› Needs a more targeted approach to enable citizen developers in HcLS. deloitte excels at engineering digital transformation, basing much of its advisory on a well-honed vision of the future of healthcare. However, compared with others, the consulting behemoth lacks a citizen developer enablement framework fine-tuned for HcLs environments.

› Is the best fit for organizations standing up new RPA/intelligent automation teams. deloitte brings a solid set of frameworks and accelerators to establish HcLs automation programs.

Deloitte customer Reference Summary

clients said they chose deloitte for its combination of technical chops and strategy guidance. one client said deloitte delivered no processes for intelligent automation or protected health information.

FIGURe 5 deloitte Quickcard

REFERENCE QUOTES

“Deloitte was brought in to establish a COE; identify, prioritize, develop, and implement initial use cases; train our staff to take over the program; and then mature us to a decentralized COE model.”

“Deloitte has not deployed any IA or automations involving PHI for us at this point.”


Knowledge transfer


Attended automation


HCLS automation


Commercial model

Partner ecosystem

Market approach

Products evaluatedDeloitte Intelligent Automation Services

DeloitteWave position

LEADER






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Pwc: Forrester’s Take

our evaluation found that Pwc (see figure 6):

› Delivers a forward-thinking governance framework and strong HcLS ecosystem. Pwc has the most experience building and scaling coes in HcLs, backed by a robust partner ecosystem that extends beyond traditional rPA technology vendors and includes key industry partnerships with electronic health record (eHr), core admin, and clinical trials management vendors.

› Needs to expand its HcLS automation experience. compared with other vendors in this evaluation, Pwc has room to grow when it comes to the number of HcLs use cases that it has automated. However, this may not last long, as its healthcare automation practice is growing briskly, achieving 100% year-over-year growth in the past year.

› Is the best fit for companies looking for governance advisory. Pwc is a solid fit for HcLs organizations that need a strategic partner with a strong citizen developer framework.

Pwc customer Reference Summary

clients loved Pwc’s approach to process mining and prioritization, which looks beyond just cost and time savings to identify opportunities that align with HcLs priorities.

FIGURe 6 Pwc Quickcard

REFERENCE QUOTES

“Even though it wasn’t part of our SOW, they were instrumental in helping us think through our COE governance model, right down to staffing.”


Knowledge transfer


Attended automation


HCLS automation


Commercial model

Partner ecosystem

Market approach

Products evaluatedPwC healthcare automation practice

PwCWave position

LEADER






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KPMG: Forrester’s Take

our evaluation found that KPMG (see figure 7):

› Has a differentiated partnership ecosystem. KPMG has taken a focused approach to differentiating its HcLs automation capabilities by building strong relationships with key industry incumbents. case in point? KPMG has a direct-access agreement with epic systems that allows it to execute unattended automations.

› Needs to build up more HcLS automation project experience. KPMG has deployed notably fewer automations to HcLs clients compared with other vendors in this evaluation. KPMG also lacks HcLs client references that could speak to its outcomes-based pricing options.

› Is the best fit for companies ready to mature their coes to enable citizen developers. KPMG has a strong citizen developer story to tell within HcLs. clients report that training and governance models position them well to support their “bot for every worker” aspirations.

KPMG customer Reference Summary

clients told us that KPMG is open to pursuing innovative contract terms, but none reported engaging in outcomes-based contracts.

FIGURe 7 KPMG Quickcard

REFERENCE QUOTES

“They train in a way that supports distributed citizen developers within the business units very well. The training goes beyond ‘this is how to use RPA’ and presents our automation policies as well.”


Knowledge transfer


Attended automation


HCLS automation


Commercial model

Partner ecosystem

Market approach

Products evaluatedKPMG Intelligent Automation Platforms

KPMGWave position

LEADER






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NTT DATA: Forrester’s Take

our evaluation found that nTT dATA (see figure 8):

› Brings deep HcLS automation expertise to its clients. it has deployed thousands of bots in HcLs — among the most in this evaluation. That experience has led to a library of accelerators that meet unique healthcare automation challenges; for example, its compliance bot monitors runtime events to ensure that bots adhere to HcLs regulatory requirements.

› Needs more experience with outcomes-based contracting models. nTT dATA lacks a meaningful strategy for bringing outcomes-based pricing options to its clients. While other vendors have amassed significant experience in gain-share and fee-at-risk models, nTT dATA still primarily relies on more traditional pricing models.

› Is the best fit for firms that need SMe-enabled process transformation. nTT dATA has the HcLs acumen to first optimize broken processes and then accelerate automation.

NTT DATA customer Reference Summary

clients call out nTT dATA’s strong design and development skills in attended and intelligent automation, but one client noted that its strategy work lacked a citizen developer enablement plan.

FIGURe 8 nTT dATA Quickcard

REFERENCE QUOTES

“NTT DATA was awesome to work with. They benchmarked where we are in our journey and built a governance framework that challenges us to think bigger.”

“A citizen developer strategy is not in the roadmap that NTT DATA produced for us.”


Knowledge transfer


Attended automation


HCLS automation


Commercial model

Partner ecosystem

Market approach

Products evaluatedNucleus platform and intelligent automation practice

NTT DATAWave position

STRONG PERFORMER






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cognizant: Forrester’s Take

our evaluation found that cognizant (see figure 9):

› Supports training for all levels of the workforce across the entire automation journey. cognizant goes beyond implementing progressive governance frameworks; it provides training to enable the entire workforce — from training bot developers to preparing supervisors to manage a bot-human workforce to educating senior executives on automation strategy.

› Lacks differentiated bot monitoring tools. cognizant offers custom analytics to track bot utilization and roi on bot performance, but it lacks some HcLs-differentiated offerings like real-time GXP or HiPAA compliance monitoring.

› Is the best fit for Facets customers that want ready-made automation accelerators. cognizant brings a library of bolt-on bots that are purpose-built for health insurers running its facets core admin solution.

cognizant customer Reference Summary

clients praised cognizant’s ability to establish core competencies within the business quickly and then bring the engagement to an end, but one noted a lacking process-mining strategy.

FIGURe 9 cognizant Quickcard

REFERENCE QUOTES

“We are extremely happy with Cognizant. They are one of the better firms to work with.”

“Process mining was not championed by Cognizant. They rely on heat maps and workshops to identify automation opportunities.”


Knowledge transfer


Attended automation


HCLS automation


Commercial model

Partner ecosystem

Market approach

Products evaluatedIntelligent Process Automation

CognizantWave position

STRONG PERFORMER






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HcL Technologies: Forrester’s Take

our evaluation found that HcL Technologies (see figure 10):

› Brings automation services that resonate with HcLS executives. HcL Technologies delivers automation services that improve outcomes, reduce physician burden, amplify the patient experience, and drive down costs. it boasts a 36% average cost savings for its HcLs clients and has seen 45% year-over-year growth in its HcLs automation practice as a result.

› Needs to expand its knowledge transfer capabilities. HcL Technologies leverages a train-the-trainer approach to automation evangelism and citizen developer enablement. While it does offer bot monitoring tooling, it doesn’t provide executive- or manager-level training on leading a digital workforce, as other vendors in this evaluation do.

› Is the best fit for companies that need experienced HcLS bot developers. HcL Technologies is a good fit for organizations that are more focused on augmenting existing development teams than building out an automation governance model.

HcL Technologies customer Reference Summary

one client reported high confidence in HcL Technologies’ ability to build complex automations at a reasonable price.

FIGURe 10 HcL Technologies Quickcard

REFERENCE QUOTES

“Their center-of-excellence model has helped us in growing the RPA business within our company at a competitive price.”


Knowledge transfer


Attended automation


HCLS automation


Commercial model

Partner ecosystem

Market approach

Products evaluatedHCL Technologies HCLS automation practice

HCL TechnologiesWave position

STRONG PERFORMER






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Virtusa: Forrester’s Take

our evaluation found that virtusa (see figure 11):

› embraces price transparency and outcomes-based contract terms. virtusa’s technical capabilities are on par with its peers, so it differentiates through transparent pricing (bots run $35,000 to $85,000 depending on complexity) and experience taking on projects at risk. customer references praised its openness to creative contract terms.

› Needs to extend its partnership ecosystem into HcLS markets. virtusa has established strategic partnerships with rPA and cognitive Ai vendors, but it has yet to form a competitive number of HcLs-specific partnerships with, for example, eHr, core admin, and clinical trials management vendors.

› Best fits customers that need outsourced bot development with guaranteed returns. virtusa excels when it operates in an outcomes-based staff augmentation role.

Virtusa customer Reference Summary

virtusa was praised for its ability to deliver Pegasystems attended automation work in a fully autonomous staff augmentation role; however, one client did report technical issues during rollout.

FIGURe 11 virtusa Quickcard

REFERENCE QUOTES

“Once Virtusa proved their capabilities to us, we didn’t want to continue losing time to SOWs, so we signed them to a one-year full-time engagement. There will always be work to do, so this allowed everyone to move quicker.”

“There were some defects that caused an issue during rollout.”


Knowledge transfer


Attended automation


HCLS automation


Commercial model

Partner ecosystem

Market approach

Products evaluatedVirtusa RPA and intelligent automation practice

VirtusaWave position

CONTENDER






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ePAM: Forrester’s Take

our evaluation found that ePAM (see figure 12):

› Has extensive experience delivering intelligent automation to HcLS clients. ePAM reports delivering more than 1,000 complex solutions to its HcLs client base, and clients told us that they’re extremely impressed with ePAM’s development acumen.

› Lacks deep experience implementing coe governance frameworks in healthcare. ePAM has a well-designed set of frameworks and industry heat maps for clients pursuing centralized, federated, and citizen-developer-enabled governance models, but it lacks the level of experience that other vendors have implementing these in HcLs organizations.

› Best fits companies that are not yet tackling complex automations themselves. ePAM has a reputation for being expensive but has a role to play for clients that are looking for targeted support to tackle complex, high-value bot development.

ePAM customer Reference Summary

one client told us that ePAM consultants care about quality and provide support across the development lifecycle, but they noted that ePAM is more expensive than other vendors they considered.

FIGURe 12 ePAM Quickcard

REFERENCE QUOTES

“EPAM provides solid service across the delivery lifecycle. They are also a good partner. EPAM resources, at least those I’ve worked with, care. They have pride in what they do, what they deliver.”

“They are consistently priced higher than other vendors.”


Knowledge transfer


Attended automation


HCLS automation


Commercial model

Partner ecosystem

Market approach

Products evaluatedEPAM Intelligent Automation Practice

EPAMWave position

CONTENDER






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eY: Forrester’s Take

our evaluation found that ey (see figure 13):

› Has strong development skills, particularly within RDA use cases.2 ey has undertaken an internal project to bring a desktop bot to each member of its workforce, leveraging lessons from what it calls the world’s largest attended automation project, through a pretrained chatbot that services HcLs clients in clinical, financial, and operational use cases.

› Needs to bring HcLS differentiation to its automation services market approach. ey has a notably small presence of HcLs vendors in its partner ecosystem and fails to tie its automation services back to capabilities that enable key industry priorities, such as the Quadruple Aim.

› Is the best fit for companies that want highly competent RDA development support. ey combines its lessons learned internally with its HcLs chatbot accelerators for clients that have identified high-value attended automation use cases.

FIGURe 13 ey Quickcard

REFERENCE QUOTES

EY did not participate in this evaluation and chose not to provide references.


Knowledge transfer


Attended automation


HCLS automation


Commercial model

Partner ecosystem

Market approach

Products evaluatedIntelligent Automation/RPA in HCLS consulting and advisory

EYWave position

CONTENDER






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Agilify: Forrester’s Take

our evaluation found that Agilify (see figure 14):

› Brings strong developer capabilities for both low- and high-complexity use cases. Agilify consistently ranks on par across unattended, attended, and intelligent automation capabilities and differentiates itself with its rAdLio automation accelerator, which monitors end user task completion and employs self-learning capabilities to introduce new automations over time.

› Needs to create a go-to-market strategy that more directly aligns with HcLS trends. Agilify doesn’t offer outcomes-based procurement options, wasn’t transparent in its pricing strategy, and has no strategic partnerships with key HcLs systems-of-record vendors.

› Best fits firms that need a well-rounded partner to tackle highly clinical use cases. Agilify has in-depth experience building automations across all functional areas, including highly clinical nursing and pharmaceutical workflows.

Agilify customer Reference Summary

clients liked Agilify’s ability to build complex bots within highly regulated development environments.

FIGURe 14 Agilify Quickcard

REFERENCE QUOTES

“They were extremely easy to work with. In my experience, whenever you got to the edge of how you could interpret a requirement, Agilify always interpreted it to the client’s benefit.”


Knowledge transfer


Attended automation


HCLS automation


Commercial model

Partner ecosystem

Market approach

Products evaluatedAgilify Intelligent Automation Services

AgilifyWave position

CHALLENGER






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Booz Allen Hamilton: Forrester’s Take

our evaluation found that Booz Allen Hamilton (see figure 15):

› Brings an unprecedented level of sophistication to bot security. Booz Allen Hamilton brings a background of intelligence and defense contracting to its healthcare clients, which benefit from a fundamentally more mature approach to securing bots running in the cloud, on-premises, or on the desktop.

› Still needs to build its HcLS story, even with government clients. While the majority of global healthcare spend originates from government agencies, Booz Allen Hamilton has an opportunity to further differentiate its services for a healthcare market, but its automation experience to date stems largely from nonhealthcare government agencies.

› Is the best fit for government health agencies that need a well-versed partner. Public health, social services, and government-run healthcare systems would be ideal fits for Booz Allen Hamilton.

Booz Allen Hamilton customer Reference Summary

one government healthcare system praised Booz Allen Hamilton’s attended automation acumen, crediting it for slashing manual labor from enterprise resource planning (erP) data entry workflows.

FIGURe 15 Booz Allen Hamilton Quickcard

REFERENCE QUOTES

“Booz Allen Hamilton provides the data science expertise and computer programmers to actually develop the automations.”


Knowledge transfer


Attended automation


HCLS automation


Commercial model

Partner ecosystem

Market approach

Products evaluatedBooz Allen Hamilton RPA and IA Services

Booz Allen HamiltonWave position

CHALLENGER






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supplemental Material

The Forrester New Wave Methodology

We conducted primary research to develop a list of vendors that met our criteria for the evaluation and definition of this emerging market. We evaluated vendors against 10 criteria, seven of which we based on product functionality and three of which we based on strategy. We also reviewed market presence. We invited the top emerging vendors in this space to participate in an rfP-style demonstration and interviewed customer references. We then ranked the vendors along each of the criteria. We used a summation of the strategy scores to determine placement on the x-axis, a summation of the current offering scores to determine placement on the y-axis, and the market presence score to determine marker size. We designated the top-scoring vendors as Leaders.

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We conduct all our research, including forrester new Wave evaluations, in accordance with the integrity Policy posted on our website.

endnotes1 source: forrester Analytics Global Business Technographics® data And Analytics survey, 2019.

2 rdA: robotic desktop automation.

http://www.forrester.com/marketing/policies/integrity-policy.html

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The Forrester New Wave™: RPA Service Providers In ...€¦ · The forrester new Wave™: rPA service Providers in Healthcare, Q3 2020 August 5, 2020 2020 Forrester Research, Inc