Healthcare Consulting and Services 2018
Which Firms Deliver a True Partnering Experience?

In interviews for this research, which were conducted solely with organizations who had direct customer experience with the firms they were discussing, 131 firms were mentioned at least once as true partners. Of these, 12 firms bubble to the top—Nordic and Deloitte lead the way, followed closely by Impact Advisors, PwC, and Navigant. Nordic’s deep Epic expertise, strong client relationships, and emphasis on client success over selling additional services are key reasons many view Nordic as a partner. Clients who view Deloitte as a partner largely do so because of Deloitte’s expertise, problem-solving skills, thought leadership, and long-term approach to relationships. Impact Advisors and Navigant are noted for their industry expertise and client collaboration. PwC is also commended for their industry experience as well as their focus on client needs and strategic planning. While it is important to know which firms partner well, it is equally important to know the breadth and depth of the services they offer. This information is provided on the next page.

Not only is Advisory Board mentioned the most as a firm to be avoided, but they also have more than twice as many mentions as the next firm. Most interviewed Advisory Board clients are not achieving the outcomes they expect, and they say that the firm’s resources are inexperienced in the projects for which they are contracted. Although both Deloitte and PwC are top mentioned partner firms, they are also mentioned by some as firms to avoid. Some clients report that Deloitte overpromises on their resource expertise and focuses too much on selling additional services. PwC’s impact on outcomes can be underwhelming, and their resources can be inexperienced. Huron Consulting and NTT DATA are also mentioned as firms to avoid. Some clients feel Huron misled them about the cost of their engagement, while some NTT DATA clients report services are expensive.

About 40% of respondents have used their partner firm for two or more engagements over the last three years, and 84% plan on using them again. Of the broad firms, Accenture, PwC, and Deloitte are the ones most frequently considered by current clients for future engagements. Many of those considering these firms trust that they can use them for multiple projects, even when unsure of which specific services they will need. All interviewed Accenture clients plan on using their firm again, primarily for IT outsourcing or technical analytics/reporting. Of the focused firms, Impact Advisors has the highest percentage of clients planning on using them again; most plan to use the firm’s IT assessment/strategic planning and optimization services.