Pumping in adrenaline
booster to Michigan’s
largest health insurer help
deliver happiness to the
users of their membership...
02 July 2013
the client
Michigan’s largest non-profit health insurance organization
equipped with the largest network of d...
04 July 2013
Phase 2: Implemention
Involved the designing of the work load models. One parameter
at a time would be change...
www.technosoftcorp.com
About Technosoft
Technosoft Corporation is an IT and BPO services provider with
headquarters in Sou...
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Users of a leading insurer's member portal find happiness thanks to our best-in-class peformance testing methodology

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This case study explains how a leading health insurer was able to tackle performance degradation, resolve application stability issues and deliver happiness to users of its member portal. This was possible thanks to the healthcare industry's performance testing methodology that was designed, tested and tuned by Technosoft Corporation.

Tools used include IBM RPT. Activities performed include end user testing and common services testing and performance tuning for huge and complex systems.

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Users of a leading insurer's member portal find happiness thanks to our best-in-class peformance testing methodology

  1. 1. Pumping in adrenaline booster to Michigan’s largest health insurer help deliver happiness to the users of their membership portal. Technosoft’s performance testing services eradicates design flaws, nullifies performance bottleneck, addresses security issues and accelerates system performance Technosoft Case Study July 2013
  2. 2. 02 July 2013 the client Michigan’s largest non-profit health insurance organization equipped with the largest network of doctors and hospitals that provides health benefit plans to families and individuals and federal government employees and their dependents. situation and impact Our Client was in need of a partner to help improve their portal’s performance that was degrading over time. The membership portal allowed members to retrieve their policies and claims and other connected heath insurance details at any given point in time by means of their login and password. It also displayed member specific data such as the total claims and transactions over a given period and the ability to drill down. Hosting the server in a remote environment resulted in latency and security issues for our client. Even after hosting it locally keeping their backend legacy feeder systems unchanged, our client experienced performance issues. The sheer volume of member size and day-to-day data exchange resulted in application instability impacting portal response time (>35 seconds for a response to a login attempt and >15 seconds to provide data at back end). The delayed response time resulted in member frustration and the instability of the application resulted in unstructured display of member claims especially when custom- display options were used. Consequently, our client experienced a degraded performance during the implementation phase and there was a steep rise in user frustration which was evident from the call center records. This also resulted in failure to meet our client’s internal goal related to percentage of users being assisted via the membership portal. 03www.technosoftcorp.com The need of the hour then was a cost-effective, efficient and proactive partner who could analyze the intricacies involved and diligently develop a customized performance test plan to precisely address the performance issues. proposed solution Technosoft was chosen for our ability to do performance testing within a narrow timeframe. The team analyzed the system architectureandvolumeofmemberdataexchangeandsuggested improvements in the development environment in order to make the application stable prior to carrying out performance testing. A team of five was deployed for three months and comprised an architect, a project manager and three IBM RPT experts who had extensive experience and certifications in specialized skill sets like expertise on IBM RPT. The team helped ensure performance optimization by identifying and isolating underlying issues which included coding issues, transport layer issues, design flaws and infrastructure issues. the technosoft approach A phased approach was followed wherein customized test plans were developed as per system requirements and their performance measured in each phase. Phase 1: Pilot Excecution Involved Technosoft working with a team of architects and business analysts to come-up with detailed statistics of the production system which was then validated with the client’s team to arrive at clear understanding of the system’s expected traffic and outcomes project factfile 5 member team, hardware locations across multiple geographies, end user testing and common services testing, performance tuning for huge and complex systems Pilot Excecution Implemention User Analysis Portal Analysis & Measurement Metrics a a Detailed System Analysis Member Member Member Portal Remotely Hosted Server Member Frustration Performance Degradation Data Exchange Unstructured Display of Member Claims Data Exchange Data Exchange
  3. 3. 04 July 2013 Phase 2: Implemention Involved the designing of the work load models. One parameter at a time would be changed (all other parameters being constant) to fine-tune the system and tests would be run multiple times in multiple cycles to collect the information post which a robust performance test plan was created. By this method, all critical performance metrics were captured, analyzed and tuning recommendations provided. System behavior was plotted in several runs and further recommendations provided. Outcomes Realized • New improved look and feel with structured display for membership claims. • Dramatic performance enhancement. Response time for login scenarios reduced to 8 seconds from 35 seconds and for common services and other scenarios to 4 seconds from 12 seconds • Helped them meet their internal goal related to percentage of users being assisted via membership portal • Functional issues which were uncovered and resolved by Technosoft while conducting performance testing in the quality assurance environment - helpful for the client’s corporate organization portal. • Proactive suggestions for overall application enhancements such as smarter ways of pulling data from existing system to reduce time lag, uncover and resolve security issues concerning cookie implementation and procedures for robust application stability We can help • Address performance bottlenecks while turbo charging application performance • Tackle security issues to deliver a secure application/test environment • Increase business efficiency by suggesting process improvements 05www.technosoftcorp.com When the performance testing was conducted, Technosoft implemented a few automated scripts in the development environment, which was not part of the agreed scope to help the client sustain application stability which was a vital task to the client due to huge load of data exchange across the portal. beyond possible a a a Design of Work Load Model Performance Tuning Recommendation and Suggestion X Performance Testing Robust Performance Test Plan Structured Display of Member Claims with New Look & Feel a a
  4. 4. www.technosoftcorp.com About Technosoft Technosoft Corporation is an IT and BPO services provider with headquarters in Southfield, MI, USA and delivery centers in India. We offer information technology, business process outsourcing and consulting services to companies in the healthcare, financial services and retail industries and the US local and state governments. Customers trust us to offer services and solutions that combine our technology acumen, business insights and delivery focus. Our culture and environment attracts and retains exceptional talent which is a key ingredient for our sustained growth. To see how Technosoft can go ‘Beyond Possible’ for your organizational needs , email us at wecanhelp@technosoftcorp.com or visit us at www.technosoftcorp.com. Corporate Headquarters 28411 Northwestern Hwy, Suite 640 Southfield, MI 48034 Tel: (248) 603-2600 Fax: (248) 603-2599 Operations Headquarters 4th Floor, Unit 1, ITPC, CSIR Road, Taramani, Chennai 600 113 Tel: 91-44-4226 9999 Fax: 91-44-4226 9900 © Copyright 2012, Technosoft. All rights reserved. No part of this document may be reproduced, stored in a retrieval system, transmitted in any form or by any means, electronic, mechanical, photocopying,recording,or otherwise, without the express written permission from Technosoft.The information contained herein is subject to change without notice. All other trademarks mentioned herein are the property of their respective owners. wecanhelp@technosoftcorp.com

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