The Transformation Process of an IT Service Provider in the Public Health Insurance Sector

The large health insurance market in Germany is divided into those with statutory insurance and those with private insurance. The vast majority of people with health insurance are insured through a statutory health insurance fund. These statutory health insurers are increasingly focusing on their core business of looking after their members and outsourcing service and support functions. The most important service functions include, in particular, IT technical support for all relevant IT processes and IT procedures. This study refers to the company “gkvi—Gesetzliche Krankenversicherung Informatik”, which specializes in the planning, management, and control of IT processes for statutory health insurance companies. On the one hand, gkvi has to ensure the provision of services to its clients, and on the other hand, it has to outsource services that are not within its own competence focus to subordinate service providers. Two major changes were therefore implemented as part of the transformation. First, a service catalog was agreed with the five major health insurance customers and a service team was set up for each service. The gkvi organization was thus restructured in terms of the key service teams. One of the aims of this is to ensure end-to-end.