Modernizing a state Medicaid agency’s technology platforms

A state Medicaid agency has embarked on a successful modernization journey to improve service delivery – thanks in part to a collaboration between EY and ServiceNow. The effort, says EY Global Government Alliance Leader John Joaquin, involves replacing outdated technology platforms with modern, consumer-friendly systems.

“The state wanted to bring a more consumer-like experience to the members of the Medicaid program,” says Joaquin in a new video interview. “These are old legacy systems dating back to the 1960s on an IBM mainframe and COBOL, which didn’t give them the flexibility they wanted.”

The collaboration between EY and ServiceNow has been pivotal to the project’s success. “Having an organization like EY is important because we can help make the technology work successfully and assist with areas like organizational change management,” says Joaquin.

According to Joaquin, this state chose the ServiceNow platform for its innovative approach. “Replacing everything is difficult,” he says. “ServiceNow bridges different systems using a common interface for end-to-end business workflow, allowing for self-service 24/7, 365 days a year.”

EY was selected through a competitive procurement process, showcasing its expertise in handling complex system modernizations. Joaquin says the new web-based system replaces the old mainframe’s blue screen, offering a portal that authenticates users and streamlines processes like eligibility checks.

“The old system was at risk due to its outdated technology,” he says. “The new system aims to deliver higher customer satisfaction, lower costs, faster resolutions and better data accuracy.”

While this project is just one part of a broader modernization effort, it highlights the importance of web-based platforms in modernizing government services. The approach “allows agencies to develop multiple applications and workflows,” says Joaquin. “As we serve younger constituents, they’re expecting the same experience they get on their phones when interacting with the government.”

For more information about the power of technology alliances, visit ey.com/en_us/alliances/servicenow.

This video panel discussion was produced by Scoop News Group, for FedScoop and StateScoop, and underwritten by EY.