GovernmentCIO: Agile, Data Are Boosting Customer Experience at CMS

“The Centers for Medicare and Medicaid is looking to develop an omni-channel customer experience through its eMedicare initiative, and it’s using Agile processes and developing a data strategy to get there.”

CMS Web and Emerging Technologies Group Deputy Director Rachael Horvath spoke about the eMedicare journey the organization has been undergoing since 2018 during an FCW virtual event this week. eMedicare, she said, aims to deliver simple and customized tools and information to current and future Medicare beneficiaries.”

“’We know that millions more people will be aging into the program over the next several years, and it’s really critical that we work with those that are comfortable to allow them to self-serve online so that the more complicated inquiries and things that people really need help with can be handled by our customer service channels,’ Hovarth said.”

“Hovarth detailed how previous years of Agile adoption have enabled her team to deliver better online tools, such as the redesign of the Medicare Plan Finder tool. CMS also launched a Care Compare tool, which combined and consolidated several legacy tools that help individuals find care facilities for different care settings…”

“Now that CMS has made progress with tool development with Agile methodologies, Hovarth said that her team is looking toward conceptualizing the tools in terms of personalization and segmentation for the users.”

“’If you think of those big tools as bricks, we’re really now working on the mortar, like what connects those together, and how do we make sure that there’s a consistent experience?’ Hovarth said.”

“To get to that consistent, omni-channel customer service approach, CMS is working on a data strategy that aims to make data consistent across its channels so that information can be easily shared and that customers can interact with CMS’s tools regardless of the channel they use…” Read the full article here.

Source: Agile, Data Are Boosting Customer Experience at CMS – By Melissa Harris, June 2, 2021. GovernmentCIO.

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