COVID-19 accelerates digital transformation in healthcare


The COVID-19 pandemic uncovered numerous weaknesses in the German healthcare system and increased interest in the digital transformation among insurers (payers) and healthcare providers.

This is reported by a new study by the Information Services Group, a leading global market research and consulting company in the technology segment.

The study “ISG Provider Lens ™ Intelligent Healthcare Digital Services Report Germany 2020” states that challenges in business operations and higher care needs led to weaknesses in the German healthcare system even before the COVID-19 crisis. For example, the continued use of non-digital processes makes efficiency and cost reductions more difficult. There is also a need for better telemedicine systems, which play an important role both in coping with COVID-19 and in regular health requirements in rural areas.

The country’s health service providers and payers are facing these challenges by relying on digital solutions, especially automation, artificial intelligence and the provision of resources from the cloud, according to the study.

“Today, German companies in the healthcare sector recognize the need for digital transformation more clearly than ever,” says Andrea Spiegelhoff, ISG EMEA partner in Germany. “Since they are now starting to implement their plans, those IT service providers who know the requirements and regulations of the industry and thus enable successful system implementations are well positioned.”

According to ISG, the German healthcare system was already under pressure in many areas before the COVID-19 pandemic. Companies have long been confronted with an aging population, with an increasing demand for practical solutions and increasing regulation of services and data.

Since all German health insurers and health insurers have had to keep an electronic patient file since January 1, 2021, digitization is now picking up speed. While other regulations would have hindered the digitization of the industry, this law has a stimulating effect. With health insurers, digitization is already more advanced overall than with health service providers. Other important drivers of digitization are goals such as cost containment and improved patient involvement.

The pandemic has also shown the cost bearers the advantages of flexible operational processes and increased interest in a migration to the cloud and in the provision of business processes as a service (BPaaS, Business-Process-as-a-Service). According to ISG, the management of payers is particularly interested in BPaaS providers who are familiar with the specific requirements and regulations of the industry.

According to the study, those providers of digitization services have the best cards who can offer the German healthcare system a broad service portfolio, detailed knowledge of local regulations, in-depth industry know-how and advisory skills on business and IT issues.

The study “ISG Provider Lens ™ Intelligent Healthcare Digital Services Report Germany 2020” evaluates the capabilities of 24 providers in three market segments (quadrants): “Payer Business Process as a Service”, “Payer Digital Transformation Services” and “Provider Digital Transformation Services” .

According to the study, Accenture was able to position itself as a “leader” in all three quadrants. Atos, CANCOM, Computacenter and IBM are each in two quadrants Leader and Cognizant, Deutsche Telekom (Telekom Healthcare Solutions), Deutsche Telekom (TSI) and DXC are each in one quadrant.

In addition, Cognizant was referred to as a “rising star” in one quadrant – according to ISG’s definition, a company with a “promising portfolio” and “high future potential”.

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COVID19 accelerates digital transformation healthcare


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