The healthcare industry has long relied on mergers and acquisitions (M&A) to grow, but these deals often increase organizational complexity, making enterprise management harder as organizations scale. Health plans today are focused on reducing costs, increasing efficiency, improving performance, and enabling innovation in a sustainable way. UnitedHealth Group (UHG) partnered with Optum Advisory to design and implement a global capability ownership (GCO) model, which allowed UHG leaders to assess operations, set strategic priorities, and develop tactical plans for their contact centers, establishing a new mechanism to drive enterprise goals and enable more effective enterprise transformation at scale.