Project Overview

Our client, a major government entity responsible for licensing healthcare professionals, was facing significant challenges in modernizing their accreditation and licensing processes. Over several years, they had attempted to reengineer processes and migrate to off-the-shelf technologies, often adding new technologies without a coherent vision or customer insights. This approach led to customer dissatisfaction and complicated user experiences, compounded by data gaps from previous migrations that hindered decision-making.

The Challenge

• Modernizing accreditation and licensing processes while addressing customer dissatisfaction.
• Overcoming complications in user experience and process complexity.
• Addressing data gaps and improving reporting for better decision-making.
• Moving away from off-the-shelf technology to a modern, cloud-based solution.

The Solution

Frustrated with IT and process complexities, the client sought a consultant to take them back to the drawing board. Our team was engaged to:

• Understand Customer Needs: Gather insights from end customers to inform service design.
• Benchmark Best Practices: Analyze best practices and similar organizations worldwide to redesign processes and services.
• Modernize Technology: Replace off-the-shelf technology with a new, cloud-based solution using a microservices architecture.
• Enhance Integration: Offer seamless integration with business partners, enabling a 360-degree view of healthcare professional profiles and licenses.
• Redesign User Experience: Create an omnichannel experience for web and mobile interfaces with improved UI/UX design.

Strategic Approach:

1. Customer Insights: Using design thinking methods, we gathered valuable insights from customers to lead service design.
2. Solution Design: We designed a state-of-the-art solution with microservices architecture on Azure Technology.
3. RFP and Implementation: We are currently working with the client on an RFP to select a service integrator to implement the new solution. Our team will oversee program management and delivery excellence throughout the project.

The Results

The client is enthusiastic about the anticipated outcomes, having received positive feedback from end customers during design playbacks. Expected benefits include:

• Efficiency: Reduction of service steps by 80%.
• Customer Satisfaction: Increase in customer satisfaction by 30%.
• Modern Technology: Migration to the latest cloud-native technology on Azure.
• Advanced Analytics: Development of a data lakehouse feeding an intelligent Business Intelligence system augmented with Generative AI for on-demand analysis and statistics querying.

Conclusion

By returning to the drawing board and employing a customer-centric approach, we have developed a comprehensive modernization strategy that addresses past challenges and positions the client for future success. This project highlights our expertise in modernization strategy and commitment to delivering innovative, customer-focused solutions.