HIT Assessment & Strategic Planning 2018
Which Firms Partner to Exceed Expectations?

Impact Advisors and Chartis Group are among the few firms to provide high-quality outcomes across a larger number of clients and projects. Interviewed Impact Advisors clients appreciate the firm’s focus on completing projects on time, on budget, and within the agreed-upon scope; some even report coming in under budget. Still, only about 50% report that their expectations were exceeded. Clients would like more involved guidance and more highly personalized deliverables. Chartis Group manages stakeholders well and provides strategic, personalized expertise. About half of interviewed clients feel their consultants went above and beyond; for others, the engagement was more of a checklist. New to the advisory arena, Nordic—the highest overall performer—creates immediate value in engagements through expertise and thought leadership. Clients don’t as consistently report very high personalization. Accenture is the lowest overall performer—the firm met expectations for 50% of clients and missed expectations for 50% (no clients reported exceeded expectations). Accenture clients with missed expectations say deliverables weren’t personalized to organizational needs or weren’t implementable. Overall, Accenture clients report less value than clients of other firms.

71% of respondents who received a very high degree of personalization also report that their firm exceeded expectations. When clients report a low level of personalization, they often describe their experience as “cookie-cutter” or as resulting in deliverables that they “could have received from Google.” Deloitte and PwC excel in personalization. Both develop a deep understanding of clients by completing involved assessments and tailored analysis. Though PwC provides highly personalized advice, inconsistent quality between consultants has damaged some clients’ opinion of the firm’s thought leadership. Feedback on Huntzinger Management Group, Navigant, and NHA comes from a smaller pool of clients. Still, 100% report a very high degree of personalization. Consultants spend a lot of time on-site gaining an understanding of clients in order to deliver relevant deliverables.

Accenture
One of few firms doing large, complex advisory work. Traditionally considered by large health systems/AMCs for clinical transformation, workflow redesign, implementation planning, and structured tools/methodology. Acquired Epic-focused Sagacious in 2015.

Chartis Group
Broad, healthcare-specific firm. Solid reputation for highly strategic deliverables in complex engagements. Misses have occurred only when firm has been stretched thin and has put less experienced resources in charge of project details.

CTG
Well known as technical firm capable of helping with assessment and strategy work. One of smallest firms in the market. Completes a lot of HIT projects but is not reported to run many large, complex, strategic engagements.

Cumberland
Broad HIT consulting firm servicing payer, provider, and life sciences clients. Known for strategic IT consulting. Very knowledgeable consultants, though some clients feel firm’s resources lack overall clinical experience.

Deloitte
Major cross-industry consulting firm with broad capabilities. Projects are typically much larger in scope and cost than other firms’. One of the few capable of handling large engagements for complex organizations. Noted for collaborative approach.

ECG Management Consultants
High-scoring, healthcare-focused firm with longtime experience. Works mostly with repeat customers. Highlights include professionalism, experience, knowledge, integrity, and processes. Strong analysis and recommendations.

emids Technologies (Encore)
Recently acquired by emids Technologies, Encore was a boutique HIT consulting firm with relatively broad expertise and capabilities. Acquisition combines Encore’s experience with emids’ global reach/resources and complementary payer capabilities.

Huntzinger Management Group
HIT consulting company engaging in mostly smaller projects. Broad set of capabilities; proven to provide high-quality advisory services and consistently exceed client expectations.

Impact Advisors
Consistent, major player in IT advisory. Many consultants previously worked at larger, full-service firms and have ability to adapt to client needs, follow through on promises, and relate well with clients’ employees at any level.

Navigant
Broad management consulting firm. Projects are typically more complex, expensive than other firms’. One of few capable of managing larger, more complex engagements. Revenue cycle expertise is a key strength highlighted by clients.

Navin, Haffty & Associates (NHA)
MEDITECH-focused firm; primarily does implementations but also performs well in advisory work. Most clients are community hospitals. Considered by some clients as more expensive than other MEDITECH consulting firms.

Nordic
Core business and key strength has traditionally been deep Epic-implementation knowledge and experience. Has expanded advisory services in recent years, building significant trust among clients.

Optimum Healthcare IT
Core DNA is implementation and go-live support; newer to IT assessment and strategy work but has provided impressive results thus far by leveraging strong Epic expertise. Early feedback praises consultants’ knowledge level and understanding of unique needs.

Prominence
Small firm that has demonstrated unique focus on helping clients gather business intelligence, execute strategic goals, and increase operational efficiency.

PwC
Major cross-industry consulting firm with broad capabilities. Praised for partnering attitude, knowledge, and creative problem-solving. Seen as expensive. Feedback on quality of resources and outcomes is mixed depending on the assigned resources.