Case Study: Independent Health Association achieves 24x7 production support efficiency with Computer Task Group

CTG Provides 24x7x365 Production Support for Large Payer Organization in Western NY

Independent Health Association (IHA), a large Western New York health plan serving nearly 400,000 people, needed to relieve its IT development team from constant production incident triage so it could focus on strategic projects. The customer turned to Computer Task Group (CTG) for on-site, 24x7x365 Tier-2 Production Support for legacy and BI/PC applications, helping reduce delays in delivering business solutions.

CTG implemented an Application Management Services-based production support model that included documentation, an operations manual, application turnover processes, metrics, and continuous process improvements. As a result, IHA built a more mature production support function and expanded the scope far beyond the original plan: the team ultimately supported five times more processes with the same number of resources, and the engagement grew from four to 10 support technicians while extending support to AS/400 Cobol, SOA services, and new core platform applications.

Independent Health Association