Measured outcomes
Eligibility cycle: 18 days → 7 days (P50)
3 legacy intake systems retired
Member self-service: 41% of routine status questions resolved without case touch
Federal benchmark exceeded for first time in 9 years
The state Medicaid agency served 4.2M members across 3 fragmented intake systems. Eligibility cycle time was 18 days (federal benchmark target: 10). Member experience varied wildly by intake channel.
ServiceNow CSM as the unified intake. 3 legacy systems retired. Federal-rules-as-code engine for eligibility decisions. Tight integration to state HHS data systems. Member portal with multilingual self-service. Now Assist Virtual Agent for routine status questions.
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