Prices start at $49.

The State Of Enterprise IT Services: 2009
Business Data Services North America And Europe
November 6, 2009 , 29 pages
by Pascal Matzke, John C. McCarthy
As the global economic downturn continues to put pressure on IT budgets, companies are taking a variety of measures to get more value for the money spent on IT services. But unlike the last recession in 2001 to 2002, when outsourcing and offshoring benefitted from strong anticyclical growth, the picture is much more mixed this time in terms of spending plans. This document summarizes the key highlights from Forrester's Enterprise IT Services Survey, North America And Europe, Q2 2009, which offers deeper insights into enterprise spending behavior for IT services and outsourcing.

PHRs: Scant Penetration And Lots Of Confusion
Consumers Report On Which Personal Health Records They're Using
November 4, 2009 , 5 pages
by Elizabeth Boehm
In a recent Forrester survey, almost one-third of consumers reported having a personal health record (PHR) — the vast majority of which are from their health plan. Forrester doesn't believe it. These high adoption levels don't jibe with either past surveys or adoption levels reported by health plans. So what gives? Forrester believes that consumers are confused about what PHRs are and the value they offer — and that customer experience professionals need to help sort them out. To boost consumer engagement with PHRs, health plans must agree on a standard PHR definition, couple PHRs with a value that has immediate and tangible benefit to consumers, and address lingering portability concerns.

Health Plan Provider Search Tools: It's Time For An Upgrade
October 29, 2009 , 7 pages
by Elizabeth Boehm
Consumers tell us that online provider directory tools are convenient and reasonably easy to use but still fall short of helping them make decisions regarding where to get the best care for themselves and their families. To bring provider directories in line with consumer expectations, health plan customer experience professionals should source up-to-date provider data from a third-party vendor, think outside the box on where and how to source supplemental provider information, and bring cost into the provider search equation.

More recent Healthcare & Life Sciences research »