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Case Study


Delivering a positive consumer experience


The Centers for Medicare & Medicaid Services, CMS, is part of the Department of Health and Human Services (HHS). The organization administers programs, including: Medicare, Medicaid, the Children’s Health Insurance Program (CHIP) and the Heath Insurance Marketplace.

What Accenture did


CMS is now recognized as a leader among federal agencies for pivoting to the new: using agile techniques, DevOps and next-generation architectures in the cloud to deliver meaningful digital experiences for consumers.

Value delivered

Mobilized 500 people with the requisite industry, functional and technical skills in six weeks. We created a transition plan with the incumbent that included 450 formal knowledge transfer sessions.

Closed critical defects, resulting in a significant reduction of error rates.

Delivered 256 releases, 99 percent on time with the remainder delivered no more than 7 days after the planned release date.

Generated more than 18 million notices, 2.9 million inbound account transfers and 1.7 million outbound account transfers during the 2015 enrollment period.

Improved the loading time for healthcare plans by 98 percent for small business consumers; load time went from ~200 plans per day to ~420 plans per hour.

Implemented the first-ever automated policy-based payments process, for program integrity.

Worked with CMS and issuers directly to successfully on-board and conduct outreach for more than 800 issuers for the Risk Adjustment / Reinsurance program, using the EDGE solution.

Implemented Salesforce in a matter of weeks, ensuring more than 1,200 issuers received high levels of assistance in tasks related to their acceptance of marketplace policies and tools.

The stability of the website and the program contributed to year-over-year increases in enrollment. For 2016 open enrollment, enrolled & re-enrolled 9.6 million consumers in 38 states.