Vol. 1. No. 3

operations, particularly the interfaces between functional departments such as medical management and claims processing, since well-defined work processes are most easily adapted to Internet technology. Imagine how an MCO would operate if it used eBay's technology: members could enroll into the claims database directly over the Internet; search for primary care (and specialist) physicians, assisted by the ability to specify zip codes and even review photographs and resumes of potential candidates; and finally, complete a customer survey about their experiences with a physician, hospital, other provider or MCO for later viewing in aggregate by potential plan members, regulators, providers and quality review organizations.

Search and data entry capabilities afford providers the opportunity to check member eligibility, submit requests for authorization of services or consultations, receive clinical information from other providers, and obtain reports concerning their financial, customer satisfaction and quality of care performance. Once Y2K issues are resolved, we predict MCOs that are interested in competing on cost and quality will import e-commerce into their operations, or face ever-rising administrative costs, as well as dissatisfaction from customers who will judge quality and value by comparison with the performance of other industries using Internet solutions. This will soon become the minimum standard, not a nice "extra" to offer.