The AmeriHealth Mercy Family of Companies implemented Tracer tools and Automated Project Office (APO) to better manage their work, set priorities and expectations, track progress, and measure performance and customer satisfaction. This enabled them to improve delivery, demand management, and develop metrics to enhance their relationship with customers and meet strategic goals. The solutions provided visibility into workloads and issues to address quality, risks, and productivity.

1. “Our objective in using the
Tracer tools, with Automated
®
Project Office, was simple:
Manage what you can measure.”
Edward M. Figlar
AVP, IS Solutions Delivery
The AmeriHealth Mercy Family of Companies
THE CHALLENGE and staff. Work prioritization is made easy in Automated Project Office (APO) for con-
The AmeriHealth Mercy Family of Compa- through Tracer. tinuous performance monitoring.
nies’ IS Organization needed to manage
In addition, as a managed healthcare orga- With a single-source of reference for all
their organization like a business. They
nization, the AmeriHealth Mercy Family of work, the AmeriHealth Mercy Family of Com-
needed to:
Companies is subject to government regula- panies IS Organization is better able to set
■ Work with their customers to define the tions and subcontractor contract compli- schedules, assign staff, meet expectations,
priorities of requested work ance. Under the Tracer suite of tools, they and deliver quality work to their customers.
were able to organize that work in a “priority
■ Align the IS Organization with their What does the Tracer suite in conjunction
queue,” so that the business is keenly aware
overall strategic goals with APO enable? Improvements in our
of the need to address regulatory or contrac-
tual items as they arise, above the regular delivery mechanisms, demand and work
■ Set reasonable expectations of delivery
date and effort operating plan for projects and maintenance, management processes, development
on an ongoing basis. methodologies, as well as our metrics and
■ Concisely quantify the amount of work measures. Additionally, the tool suite as-
they could handle Tracer standardizes the approach to sists the IS Organization to anonymously
completing work products, tracks progress, measure customer satisfaction through a
■ Manage staffing requirements for key
initiatives and standard support activi- and measures performance. By using a series of questionnaires. None of this would
ties combination of Tracer and Microsoft Proj- be possible without the commitment to capture
ect, AmeriHealth Mercy built staffing models work in one place, measure according to one
■ Deliver a quality product that met the and “what if” scenarios. The resulting “key standard, and analyze those results on an
needs of their customers
performance indicators” were then defined ongoing basis for improvement.
■ Measure and manage cus-
tomer satisfaction
THE SOLUTION
The AmeriHealth Mercy Family
of Companies adopted Tracer
to build an inventory of work
requests, departmental activities,

2. AUTOMATED PROJECT OFFICE
Automated Project Office enables managers and execu-
tives to assess performance, identify risks, and take “Tracer and APO have helped us
proactive measures to address problems. Using defined
improve our relationship with the
analytics and a project office type assessment methodol-
ogy, the tool: business by enabling us to better
manage the scope and progress of
■ Monitors operations segments to determine which
our work-efforts, particularly when
are in trouble
it comes to one of our key informa-
■ Provides visibility into what needs the most attention
■ Provides analytics to improve product quality tion systems products.”
■ Enables organizations to leverage the experience and Nancy Hunsberger
knowledge of their best people
AVP, Healthcare Systems
TRACER
Tracer provides “visibility and control” of any service deliv-
ery activity. Tracer:
■ Enforces processes
“The net result is a quality
■ Provides a repository for logging and tracking specific events service, and a quality product
■ Allows detailed tasks to be defined, scheduled, and managed meeting our Company’s strate-
■ Provides detailed time tracking gic and business goals.”
COMPUTER AID, INC. (CAI) Edward M. Figlar
CAI is a global IT services firm that manages engagements around the world. Our ability to AVP, IS Solutions Delivery
provide on-time and on-budget results has been critical to our success. Our unique meth-
odologies and tools enable us to provide our clients with real techniques for increasing
productivity, profitability, and competitiveness.
SOLUTION AT A GLANCE
THE CUSTOMER
The AmeriHealth Mercy Family of Companies is the largest organization of Medicaid man- ■ Improves credibility with
aged care plans in the United States, touching the lives of more than 6.5 million mem- business
bers. With more than 20 years of experience exclusively serving the Medicaid population,
AmeriHealth Mercy’s core products include management, administration, PerformRx ■ Ensures the IS Organization
pharmacy benefit, PerforMEDsm care management, and PerformCare behavioral health
care services.
meets the needs of the busi-
ness
■ Improves the quality and
timeliness of the delivered
solution
Nancy Hunsberger ■ Significantly improves vis-
ibility into the organization’s
AVP, Healthcare Systems
The AmeriHealth Mercy Family of Companies
work effort and work flow
Edward M. Figlar
AVP, IS Solutions Delivery
The AmeriHealth Mercy Family of Companies
World Headquarters
1390 Ridgeview Drive
Allentown, PA 18104 USA
610.530.5000
www.compaid.com
MKT00133-APOAMERH 20100202