Case Study: UnitedHealthcare achieves 43% faster staff training and streamlined global care management with Pegasystems

United Healthcare - Customer Case Study

UnitedHealthcare Global, part of UnitedHealthcare Group, supports millions of members worldwide and collaborates with about one million care providers across 125+ countries. Facing more than 100 legacy business applications, 150+ workflows and fragmented processes across five business units, the organization needed to centralize case management, streamline operations, standardize technology and “consumerize” its tools to deliver faster, more empathetic care.

UHC Global implemented Pega’s dynamic case management to build Concourse, a centralized, consumerized dashboard that orchestrates and integrates 100+ applications, automates workflows and preserves case manager expertise. Delivered in about 15 months, the solution eliminated silos, cut new-staff training time by 43% (from 3.5 to 2 months), delivered roughly two extra productive hours per shift, and standardized global care response.

UnitedHealthcare

Jeff Ganser

Director, IT Project Management