The Independent Health Association

IHA is a large payer organization based in Western New York that provides health benefits and services to nearly 400,000 total individuals. Their offerings include HMO, POS, PPO, and EPO products; Medicare and Medicaid plans; traditional indemnity insurance; consumer-directed plans; coverage for self-funded employers; and health savings account and pharmacy benefit management services.


IHA’s IT development resources were responsible for developing solutions for their strategic initiatives while also responding to incidents generated from daily production processing. Because incident triage took priority over development, it caused delays in delivering needed solutions. They needed a partner with the resources to provide these support services for their legacy applications, including 24x7x365 support for production incidents occurring during both business and non-business hours.


IHA engaged CTG to provide onsite Tier-2 Production Support Outsourcing services for their legacy applications. By using CTG’s methodology to create a Production Support services plan and operations manual, combined with launching the Application Change Turnover process, CTG production support staff was able to support five times more processes than the original scope due to increased efficiency. CTG’s success enabled our client to transition support and service of additional newly acquired and developed applications, allowing their critical resources to stay focused on strategic initiatives.

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