Data & Analytics Services 2023
Laying the Foundation for Data Transformation

Prominence Is Broadly Validated with Most Unique Engagements; Chartis, CitiusTech & Impact Advisors Also Widely Used across All Engagement Categories

Chartis, CitiusTech, Impact Advisors, and Prominence are broadly validated across all four data and analytics services categories; Prominence also has the most engagements validated by unique client organizations in this report. The majority of validated Prominence engagements are for data and analytics advisory consulting and technology services. Interviewed clients (mostly midsize to large health systems) report that the firm helped them develop analytics strategies and data governance road maps as well as create dashboards, build out enterprise data warehouses, and develop business intelligence (BI). Interviewed Chartis clients of varying sizes most commonly engage the firm for data and analytics advisory consulting (e.g., developing strategies and road maps, doing maturity assessments, and establishing governance programs). Additionally, respondents often use the firm for data and analytics operations improvement to enhance data quality/management, provide interim analytics leadership, roll out data governance workflows, and design and implement data governance frameworks. Across the four engagement categories, CitiusTech respondents use the firm for most types of data and analytics services (except selection of cloud, governance, BI, and ETL vendors). Impact Advisors is primarily engaged for advisory consulting and technology services, particularly maturity assessments and BI platform migrations.

Chartis & Impact Advisors Offer Most Consistent Client Experience; CitiusTech Clients Also Highly Satisfied

Among measured firms, Chartis and Impact Advisors offer the most consistent experience to their clients, with the majority reporting high satisfaction. Chartis clients praise the firm’s executives for being receptive to feedback and continually making adjustments based on that feedback; respondents also note the firm ensures the right resources come to the table and act as an extension of the client organization. Impact Advisors is seen by interviewed clients as the go-to firm; clients cite Impact Advisors’ ability to form strategic, long-term partnerships. Consultants are also seen as knowledgeable and productive; one respondent highlighted the sheer volume of the firm’s work that exceeded expectations. CitiusTech clients appreciate how the firm creates successful partnerships, and one respondent described CitiusTech as having deep healthcare and technology expertise. Clients of Prominence note the high-quality consultants, saying they are knowledgeable, adaptable, and good at connecting with other resources and sharing valuable information. Client experiences with Nordic and Tegria are more variable. Nordic clients appreciate the firm’s Epic expertise, and one also highlighted their non-Epic knowledge. A less-satisfied respondent wanted improved scoping to avoid unexpected project spending. Satisfied Tegria clients report strong partnership from the firm; dissatisfied clients report staffing and communication issues.

Limited data for both Deloitte and Amitech Solutions shows that their clients also have consistent experiences with the firms. Deloitte* respondents feel the consultants are quick learners and strategic thinkers. Amitech Solutions* stands out to clients due to their healthcare-only focus and strong technical abilities.

*Limited data

Impact Advisors Drives Strong Stakeholder Buy-in; A Few Tegria Clients Want Firm to Better Secure Buy-In and Promote Organizational Alignment

Securing stakeholder buy-in is an integral part of ensuring the success of data and analytics strategies, and healthcare organizations are looking for consulting firms that can help them achieve buy-in and align their data ecosystem with business objectives. Among fully rated firms, Impact Advisors is highlighted for how their uniquely qualified staff members help achieve buy-in, as described by one client: “Impact Advisors has a physician data scientist and a nurse data scientist, and having people like that is so helpful to get buy-in from other physicians and nurses.” Prominence clients are similarly satisfied with the firm’s partnership and ability to facilitate stakeholder buy-in. One respondent explained that “Prominence tailored the engagement to meet our needs and get the outcomes that we agreed upon.” A few Tegria clients are less satisfied with the firm’s ability to achieve stakeholder buy-in. One interviewed client eventually received positive results but expressed frustration with the time it took to achieve them: “We had some issues at the beginning of the project. There were a lot of mistakes that took a long time to correct. Some of the delays were our fault, but the early mistakes were frustrating. . . . The individual in charge of our Tegria team was involved in another project, so that individual was often missing in the beginning. We didn’t get full attention or buy-in until a few months into the project. At that point we started to see good results, and the firm began to exceed our expectations.”

What’s Next?

KLAS will begin sharing performance data for data and analytics services firms on our website at the beginning of 2024. We plan to continue monitoring this segment and will publish another report in the future that further examines the actionable insights and outcomes firms help clients achieve.

Firms at a Glance

Firms ordered alphabetically

Fully Rated

Chartis

What they do (a client explains):
“Analytics wasn’t as engaged and meeting the needs of the institution. We needed to back up and do a full-scale assessment of the program and where we were going. Chartis helped us set up a new governance structure and refine team roles and responsibilities. The firm also helped recruit a new team lead over analytics and select and implement a data cataloging tool.” —VP/CIO

How they perform:
Interviewed clients consistently express high satisfaction with the performance of Chartis consultants, and they describe the firm’s executives and consulting staff as professional and helpful. Respondents also appreciate how the firm’s team becomes an extension of the organization’s team and successfully brings the right people together to advance projects.

CitiusTech

What they do (a client explains):
“We hired CitiusTech to provide innovation, solutions, and industry best practices in large-scale platform implementations in the health plan, including our core processing system, robotic process automation, and program management, and to augment our IT staff and implementation efforts.” —COO

How they perform:
Most interviewed CitiusTech clients are highly satisfied with the firm’s services and say they delivered according to expectations. One respondent said the firm did a fantastic job of expanding the organization’s cloud expertise and that they received more value for the price than expected. A less-satisfied client felt they had to lead CitiusTech during the engagement and wanted the firm to be more proactive.

Impact Advisors

What they do (a client explains):
“We brought Impact Advisors in to do a full assessment of our approach to enterprise data analytics. We were looking at everything from the products that we were using to the way we had analytics structured across the corporation. Then they provided recommendations for optimal structure and road maps for how to get from where we were to where we needed to be. They also helped advise us along the way and stand up some of the capabilities that were missing.” —VP

How they perform:
The majority of interviewed Impact Advisors clients are highly satisfied, and all report they are likely to recommend the firm. Respondents highlight that the firm can meet many needs and form long-term strategic relationships, leading clients to reach out to Impact Advisors first when they need help.

Nordic

What they do (a client explains):
“We brought Nordic in to address various analytics needs, dashboarding, and data aggregation work. And the other half of the project was related to Epic-based analytics tools and building Epic point-of-care tools.” —VP

How they perform:
Nordic is well known for their Epic knowledge and expertise, and one respondent also highlighted the firm’s non-Epic resources. Clients note the Nordic executives are committed to helping them succeed. Of the two less-satisfied respondents, one wanted better partnership, and the other said their engagement went over budget due to misaligned scoping expectations.

Prominence

What they do (a client explains):
“We have engaged Prominence for data engineering work, and they help us to build and maintain a suite of operational dashboards. They also help with BI development, automated analytics workflows, data ingestion, dashboard creation, scheduling of reports, and the EDW.” —Director

How they perform:
Most interviewed clients are highly satisfied with Prominence; among measured firms, Prominence receives the highest marks for the quality of staff. One respondent described the firm’s people as eager, talented, and engaging and highlighted how they took time to understand the organization’s needs. The two less-satisfied clients both would work with Prominence again but want clearer project directions to better achieve desired outcomes.

Tegria

What they do (a client explains):
“We hired Tegria to supplement our own business intelligence developer team with project work that exceeded our capacity and bandwidth.” —Director

How they perform:
The client experience with Tegria varies. Several clients appreciate the strong relationship with the firm and engaged account executives, and these clients also note that the services—while expensive—are worth the cost. The dissatisfied respondents cite staff issues (e.g., personnel not being in place at the beginning of project, ineffective communication pathways with Tegria).

Amitech Solutions

What they do (a client explains):
“Amitech Solutions did a market analysis for us with price transparency and claims data to give us some market comparisons for CDM services and managed care.” —VP

How they perform:
None of the limited number of Amitech Solutions respondents report dissatisfaction with the firm. One client praised the technical abilities of the firm’s resources, and another respondent noted that Amitech Solutions’ healthcare-only focus is a benefit.

Deloitte

What they do (a client explains):
“We hired Deloitte to help us develop the analytics to support our value-based care programs, specifically around member attribution.” —VP

How they perform:
Limited data on Deloitte indicates that clients are highly satisfied with the firm’s services. One respondent mentioned that the services are expensive but also noted that the value Deloitte provides is worth the money.

About This Report

Each year, KLAS interviews thousands of healthcare professionals about the IT solutions and services their organizations use. For this report, interviews were conducted over the last 18 months using KLAS’ standard quantitative evaluation for healthcare services, which is composed of 9 numeric ratings questions and 3 yes/no questions, all weighted equally. Combined, the ratings for these questions make up the overall performance score, which is measured on a 100-point scale. The questions are organized into five customer experience pillars—loyalty, operations, relationship, services, and value.

Sample Sizes

Unless otherwise noted, sample sizes displayed throughout this report (e.g., n=16) represent the total number of unique client organizations interviewed for a given firm or service. However, it should be noted that to allow for the representation of differing perspectives within any one client organization, samples may include surveys from different individuals at the same organization. The table below shows the total number of unique organizations interviewed for each firm or service as well as the total number of individual respondents.

Some respondents choose not to answer particular questions, meaning the sample size for any given vendor or solution can change from question to question. When the number of unique organization responses for a particular question is less than 6, the score for that question is marked with an asterisk (*) or otherwise designated as “limited data.” If the sample size is less than 3, no score is shown. Where textual content relies on limited data, the vendor name is marked with an asterisk. Note that when a vendor has a low number of reporting sites, the possibility exists for KLAS scores to change significantly as new surveys are collected.