Harvard Pilgrim Health Care serves more than 765,000 members, 22,000 medical providers, 2,000 employees and a community of independent brokers. With so many disparate constituents to accommodate, the Wellesley, Mass.-based provider decided in 2002 that it was time to deploy Internet applications that could offer a higher level of Web customization-not standardization.Developing Web portals proved to be the answer.

Prior to portals, Harvard Pilgrim had outsourced its Web site to a local Internet services provider and had no content management functionality, says Larry Rapisarda, chief technology officer, Harvard Pilgrim. "We saw the need to improve the usability of the reference site, and a need to provide a common front door to our transaction environments," he says.

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