Merging company

NTT DATA improves Independent Health IT experience for employees and transforms infrastructure services

PLANO, Texas–(BUSINESS WIRE)–Working with NTT DATA, Independent Health transformed its IT infrastructure services, creating an end-to-end model that accelerates response time, enables predictive and proactive operations, and improves employee support and satisfaction .

A recent study by NTT DATA revealed that despite the high cost of employee turnover and record high quit rates, employee engagement is not considered a top priority. But that’s not the belief of Independent Health, which has been named one of the best companies to work for in New York State for 15 consecutive years, due to their dedication to creating a positive work environment. .

“We attribute our success to working seamlessly during the pandemic by aligning our independent healthcare philosophies with our IT strategy and finding the right partner to help us achieve our vision,” said Joshua Zalen, vice president of IT services operations, Independent Health. “NTT DATA’s strong delivery capabilities, coupled with dynamic workplace transformation services, have enabled the combined teams to weather the pandemic uninterrupted, while increasing overall IT efficiency and fundamental measurement employee satisfaction.”

Based in Buffalo, New York, Independent Health is one of the highest-rated health plans in the United States for clinical quality and member satisfaction, and end-user experience is key to supporting its 1,100 employees and maintain excellence and continuity of service for over 335,000 members.

Access, Integration and Outcomes

The transformation journey focused on improving three key areas: access, integration and results. The first step was to improve end-user access from anywhere, anytime with online chat options, as well as Citrix and Office 365 for remote access. Continuing to focus on the employee experience, onboarding has been improved through the automation of asset deployment, giving new hires immediate access to the right systems and equipment. Finally, IT satisfaction metrics and experience-based Service Level Agreements (XLAs) have been established to support business results. A focus on employee satisfaction and continuous improvement has resulted in benchmark call resolution achievements and a 3.9 out of 4 customer satisfaction rating for Independent Health IT Services.

“Independent Health has been differentiated by its customer service philosophy and its consistent focus on improving the member and provider experience,” said Shashi Yadiki, President of Health and Life Sciences Plan, NTT DATA Services. “Successful health plans understand that a data-driven, proactive and predictive operations model is essential to retaining loyalty and driving future growth.”

For more information on merging an IT help desk with a central infrastructure to transform the employee experience and meet the demands of the future, read Transforming IT to Improve User Experience and Agility. NTT DATA will continue to provide efficient services to end users on a basis that prioritizes customer satisfaction at Independent Health through IT service support and transformation projects.

About NTT Data Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications. A division of NTT DATA headquartered in Texas, the company leverages consulting and deep industry expertise to help customers accelerate and sustain value throughout their digital journeys. Visit or LinkedIn to learn more.


NTT DATA, part of the NTT Group, is a trusted global IT and business services innovator headquartered in Tokyo. We help our clients transform through consulting, industry solutions, business process services, digital and IT modernization, and managed services. NTT DATA empowers them and society to step into the digital future with confidence. We are committed to the long-term success of our customers and combine global reach with local attention to serve them in over 50 countries around the world. Visit us at

About Independent Health

Independent Health, a nonprofit health plan headquartered in Buffalo, New York, provides innovative health care products and benefits designed to engage consumers in their health and wellness. Established in 1980, our comprehensive portfolio of progressive products includes HMO, POS, PPO and EPO products, Medicare and Medicaid plans, individual and small group Exchange products, consumer managed plans and health savings accounts, as well as coverage for self-funded employers. Our subsidiaries and affiliates include a third-party health benefits administrator, a drug benefits management company, a specialty pharmacy and the Independent Health Foundation. In total, Independent Health and its affiliates serve a total of nearly 540,000 lives across the country.

The company has been recognized nationally for its award-winning customer service, dedication to quality healthcare, and unparalleled relationships with physicians and providers. To learn more, visit