Client is a multi-state healthcare payer organization that arranges the delivery of healthcare services through the Medicaid, Medicare and Marketplace programs. Over period of time, high technology debt in the environment caused instability in the existing platforms and unavailability of critical business processes and applications. Add to that, an aggressive plan for business growth while containing operational cost for the customer. Infosys was selected as a partner of choice to transform operations through cloud adoption and redefining the existing tools, processes and technology road map.
At the outset of project delivery, Infosys has brought “right” digital skill sets to cover all gamut of services. Largest and complex transition with 13+ technology tracks in infrastructure area was completed in record two months. Infosys proposed a phase-wise approach of migration to cloud while stabilizing existing on-premises environment through upgrades and refreshes of technology stacks. The risk in the environment was further mitigated through the process of decommissioning legacy infrastructure that was prone to enterprise-wide vulnerabilities.
Key Challenges
- All key client resources were planned for release from the client payroll and hence, uncooperative transition
- High count of end-of-life servers, network and storage devices without vendor support causing platform instability and impacting business and operations SLAs
- No SLA was measured properly. Also, mechanism of SLA measurement and tools for measurement was not well defined
- CMDB accuracy was very low with poor infrastructure to application mapping
- Existing ITSM tool was on a very old version with limited features
- Change management process wasn’t mature with no self-service portal feature
- DR coverage was limited to 8-10 apps out of 360+ apps which was big issue during site-level outages
- Redundant tools and lack of automation tools impacting operational efficiencies
- Database monitoring was non-existent with no data archival mechanism in place
- Huge vulnerabilities backlog posing high risk to environment and security posture
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The Solution
Solution Approach
- Infosys defined the internal Transition Management Office (TMO) and Joint TMO with client stakeholders to meet stringent transition timeline
- To reducing tech debt, non-production EOL Windows server environments migrated to Azure stack and production environment migrated to Azure cloud so that support contracts with Microsoft is extended
- All network and telecom infrastructure upgraded to N-1/N version to eliminate downtime due to EOL devices
- Dedicated team constituted for CMDB discovery and improving the accuracy. This helped CMDB accuracy to improve > 95%
- ITSM tool upgraded to latest version which can handle self-service portal and service catalogs
- Asset recovery process defined and was able to recover 1600+ pending devices from employees moved out of customer organization
- Created yearly DR plan and extended the DR capability for all Tier-1 applications
- Stability in database environment was brought through data archival and backup policy implementation, enhancing monitoring capabilities and nightly refreshes
- Auto-assignment of incidents based on shift roster ensuring all response SLA are met without exception
- First ever greenfield implementation of contact center solution on Salesforce Health Cloud bringing Salesforce transformation
- 200+ bots in production and cost saving of 8MUSD till date as part of Robotics Process Automation
- Workplace transformation brought in O365 rollout of SharePoint Online, Microsoft Teams
- Security posture enhanced by vulnerability scanning increased from 400 devices to 13000 devices. Vulnerability management team was created to reduce over 150k vulnerabilities
Achieved Metrics
- ~7500+ servers decommissioned by eliminating EOL hardware. ~800 VMs migrated from EOL hardware stacks to newly provisioned Hyper-converged Infrastructure with zero downtime
- 90% workload moved to Azure from on-prem through Lift and Shift or transformation
- CMDB accuracy improved to > 95%
- Enhanced heath check dashboards to reduce Sev-1 and high impact incidents by >45%
- Cost saving through license harvesting, resources optimization in cloud
- Improved patching process to meet or exceed compliance levels. 100% Linux patch compliance
- Environment modernization through new builds, OS upgrades and technology refreshes
Benefits
All SLA/KPI measurement mechanism defined and agreed with customer during the transition phase
Global Delivery Model with focus on best shore capability (India, Philippines) including rebadging and rehiring of customer resources
Defined right cloud strategy by migrating on-premise servers to Azure. 90% of infrastructure and data is currently in Azure
Skin in the game by exhaustive SLA coverage linked by financial chargebacks
Service excellence office to drive innovation and continuous improvement
DR environment setup created on Azure with E2E DR testing plan in place. First healthcare provider in the history to have run one full day of health plan operations from the DR region
Implemented data archival solution for Tier-1 apps and streamlined database backup process and also upgraded database monitoring capabilities
Utility-based pricing model was setup for monthly calculation of Resource Units (RUs)
Operational efficiencies through various Infosys IPs viz. IIMSS, ESM Café and Cyber Gaze
