In the 10 years since Deborah Norton became enterprise-wide CIO at Wellesley, MA-based insurance provider Harvard Pilgrim and its 1 million-plus insured members, much has changed in health insurance – and even more remains undecided.

It was the near-failure and uncertainty of insurance companies in the early part of this century that made Harvard Pilgrim think about future IT flexibility. It was decided that a loosely coupled service oriented architecture, not the “big box” software suites some insurers chose, would best provide this.

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