Expanding Biometrics and Data Management capabilities in India within mid-size pharma

For over 16 years, ICON has partnered with a mid‑sized pharmaceutical company, delivering high‑quality data management and biometrics services within an FSP model. As the client prepared for increased clinical activity and sought to broaden its global delivery footprint, ICON was asked to significantly scale resources, without increasing budget, while ensuring seamless delivery. 

To meet these needs, ICON expanded the client’s biometrics capabilities in India, establishing a high‑performing, multidisciplinary team across Data Management, Clinical Programming, and Data Visualisation This expansion enabled scalability, operational resilience, and improved time‑zone coverage.

To meet the needs of one expanding research program, the client required a 27% increase in data management staffing within four months, adding 20–25 FTEs to the existing team of 85, without increasing budget. Simultaneously, the client aimed to diversify its talent landscape by expanding operations in India to reduce overall delivery cost and improve coverage. The aim was to ensure that the India team could operate as a self‑sufficient, solution‑oriented hub and not just an offshore support. 

ICON faced several key challenges: 

• Rapid sourcing and onboarding within India’s typical 60–90‑day notice‑period environment. 
• Ensuring no disruption or delay to ongoing deliverables during a phased transition of US‑based roles.
• Maintaining quality and consistency across continents. 
• Integrating multi‑technology skill requirements including SAS programming, Elluminate, and Power BI.
• Minimising client oversight while increasing operational autonomy.

ICON implemented a comprehensive, integrated transition and expansion strategy: 

Talent acquisition and leadership

• Accelerated sourcing through a blended internal/external model, filling 43% of roles through internal mobility.
• Focused hiring of candidates with shorter notice periods to meet compressed timelines.
• Established a local hybrid leadership structure, reducing client oversight by 30%.
• Achieved an 80% selection rate with zero attrition during onboarding.

Operational resilience and continuity

• Phased transition of work from the US to India with clear governance and structured mentoring from US/UK SMEs.
• Introduced staggered‑shift models enabling 24/7 delivery alignment and enhanced global collaboration.
• Built validated capabilities through structured training roadmaps in SAS, Elluminate, and Power BI.
• Ensured uninterrupted delivery of business‑as‑usual commitments, including 11 database locks and nine 
  mid‑study projects.

Transition timing

Client collaboration and transparency 

• Provided weekly progress updates to the client on hiring, approvals, and transition milestones.
• Ensured the client retained final approval of candidates.
• Treated US staff with transparency and respect, supporting internal mobility and transition planning.

ICON delivered a scalable, resilient, and cost‑optimised biometrics and data management capability in India 
within the planned timelines.

Outcomes included:

• More than 40 India‑based specialists added to the global delivery model.
• 27% team expansion within four months, with zero disruption to active work.
• Significant annual cost optimisation through offshore–onshore balancing.
• 30% decrease in client oversight burden, enabled by ICON’s autonomous governance framework.
• 75% candidate acceptance ratio and zero attrition during onboarding, reflecting strong hiring quality and 
  team engagement.
• Expansion of capabilities in Power BI visualisation, Elluminate programming, pain‑study support, and pilot 
  Clinical Data Lead roles.
• Continued client satisfaction, with interest in exploring similar global transitions.

During the transition, the ICON data management team proceeded to accomplish business as usual, 
delivering on its existing commitments and planning for upcoming studies. While the transition was taking 
place, they completed 11 database locks and 9 mid‑study projects on time. This integrated approach not only 
delivered immediate efficiencies but also established a foundation for long‑term growth and innovation across 
the biometrics function.

The solution has been so successful, in fact, that the client is interested in exploring similar transitions 
to workforces in other regions of the world that would both provide a cost savings and allow for more 
overlapping work hours across time zones.