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CASE STUDY

State Medicaid Agency — CSM for Member Eligibility Workflows

A US state Medicaid agency replaced 3 legacy intake systems with ServiceNow CSM — 4.2M members, faster eligibility decisions.

May 9, 2026 · 2 min read · By admin
At a glance
18 days BEFORE 7 days AFTER
Industry
Public Sector
Topics
CSM · Servicenow
Published
May 2026
Headline outcome
18 days Eligibility cycle: 18 days →…

Measured outcomes

What this programme actually delivered.

18 days

Eligibility cycle: 18 days → 7 days (P50)

3

3 legacy intake systems retired

41%

Member self-service: 41% of routine status questions resolved without case touch

9 years

Federal benchmark exceeded for first time in 9 years

The challenge

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.

What we built

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.

Outcomes

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