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From unreliable SLAs to 24-hour escalations, DCG’s SPEAR-led transformation brings them clarity, cost efficiency, and strategic alignment across its Microsoft ecosystem.
Cambia Health Solutions is a nonprofit healthcare organization based in Portland, Oregon, serving over 3.6 million people through its regional health plans across Oregon, Washington, Idaho, and Utah. With more than 5,000 employees and an annual revenue of around $1 billion, Cambia is dedicated to creating a simpler, more affordable healthcare experience. Backed by a century-long legacy, it continues to lead innovation through its foundation, policy center, and investment ventures, all united by its mission to transform care around people and their families.
Cambia Health Solutions is a nonprofit committed to reimagining healthcare. With operations across the Pacific Northwest, Cambia is driven by its mission to center the simpler, better, and more affordable healthcare experience around individuals and families. They rely on Microsoft technologies to power their digital operations.
DCG utilized its proven SPEAR methodology to align Cambia’s executive vision with operational needs, creating a support roadmap that was clear, cost-aware, and control-oriented. The client transitioned from fragmented, reactive IT support to a strategic, data-driven Microsoft support model.
SPEAR is designed to benchmark an organization’s current operational state against its desired future vision and guide the client through clear, measurable steps to close that gap. For Cambia, this meant defining the why behind every technology investment, building executive-operator alignment, and structuring their Microsoft ecosystem to support agility and performance.
Things are going great from our perspective. The feedback I’ve been receiving from our engineers and system administrators is that DCG personnel are professional and knowledgeable. When they are unable to resolve an issue, they can quickly engage with Microsoft. This was something we were missing from our previous provider. So far, I would say the partnership has been successful.
Director of Infrastructure Operations & Support
Where other providers offered transactional support, DCG brought Cambia a structured transformation model. SPEAR helped Cambia’s leadership understand their current technology reality, engage in deeper strategic planning, and confidently manage risk in high-pressure scenarios (such as the Bing Chat with Copilot incident). By moving through SPEAR’s stages, Cambia didn’t just improve IT support. They built a more resilient, agile, and strategically aligned organization.
DCG assessed Cambia’s visibility into IT operations and issue response. Historical reliance on delayed reporting and closed financial books limited operational awareness. We improved data tracking and issue classification, building trust in support performance metrics.
By establishing KPIs tied to ticket resolution times, Microsoft engagement success, and internal responsiveness, we helped the client visualize performance over time. These metrics were distributed across stakeholders to promote transparency and accountability.
In this stage, we focused on making Cambia’s support model sustainable. This meant defining standard processes for support engagement, escalation protocols, and technical handoffs. Cambia began treating IT support as a structured, repeatable discipline rather than an ad hoc fire drill.
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Once Cambia’s performance and process matured, DCG introduced automation across reporting (Power BI), threat detection (Microsoft Defender), and compliance monitoring (Microsoft Purview). All automation was layered only after surveillance and excellence standards were confirmed.
We collaborated with Cambia to articulate priorities across systems, including Exchange Online, Azure AD, and Microsoft Teams, utilizing our L1–L5 framework to organize scope and value delivery. Through visual, executive-friendly planning tools, Cambia gained clarity on when and why changes were happening, empowering them to remain in control of every decision.
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Faster issue resolution with consistent technical expertise.
Clear escalation paths restored internal trust in support operations.
Cambia’s IT teams could focus on strategic initiatives instead of troubleshooting vendor support, saving several FTE hours.
Strong satisfaction led Cambia to renew its partnership with DCG.
Stronger escalation pathways and executive-level engagement ensured prioritized attention from Microsoft.
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