Adopting a New Digital Operating Model


Bupa, an international healthcare company, wanted to respond to its changing customer's needs, affordability challenges and deliver end to end healthcare services. Leveraging Gartner tools and advisory support, the client was able to design and implement a model to deliver outcomes faster, innovate, and get business and other teams to work together to understand the challenges and find issues much faster than they used to.


Mission-critical priority

Bupa knew the right things to do in terms of an operating model but the challenge was understanding how to quickly and effectively design and implement a new digital operating model across the business. 

How Gartner helped

Gartner provided Bupa with: 

  • Strategic Discussion: Capture key internal challenges of implementing a new model and strategize on how to overcome these challenges
  • Gartner Peer Connects: Understand how peers and other worldwide organizations have implemented digital models based on various industries and businesses 
  • Gartner Research: Utilize research and tools on how to successfully design and execute a new digital operating model
  • Gartner Experts: Receive expert advice from an assigned Gartner Executive Partner and utilize the Gartner Fusion Team Model 

Business impact

With Gartner support, Bupa: 

  • Enabled faster, smarter decisions and stronger performance  
  • Quickly designed and implemented an effective model for faster delivery 
  • Improved decision making 
  • Implemented the best solutions, resulting  in immediate tangible benefits in terms of the speed of delivery, quality and cost savings

Healthcare services

Approximately $12.9 billion

Approximately 84,000

Achieve your most critical priorities with Gartner for IT Leaders

I see Gartner as an extension of my team helping us to deliver on our business outcomes. Without Gartner's help, I don’t think that we would have been able to design and implement the new Digital Operating model that fast.

Sami Yalavac

Chief Information Officer, Bupa

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