Revolutionizing Claims Management with Digital Modernization
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The Maryland Workers’ Compensation Commission (MWCC) wanted to modernize its claims management process using automated technologies. It selected Bizagi, a sophisticated BPM Commercial Off-The-Shelf (COTS) tool to achieve this. Sky Solutions collaborated with the government, PMO contractor and Bizagi to perform systems integration and modernization, replacing outdated and poorly integrated legacy systems.
Goal
The primary goal of the project was to enhance the overall claims service experience for both internal and external MWCC users.
Challenge
MWCC encountered several challenges, including slow claims processing times, outdated and cumbersome legacy systems, and insufficient integration across different operations. These issues led to inefficient claims intakes, prolonged processing times for hearings and appeals, and delays in settlements, which negatively impacted the service experience for Maryland citizens.
Solution
To effectively address these challenges, Sky Solutions focused on several key strategic initiatives, such as:
- Establishing a robust technological foundation that not only supports innovative applications but enhance system performance
- Applying a systematic approach to optimize processes, improving overall efficiency
- Establishing protocols to ensure rapid issue resolution with defined response time targets
- Migrating legacy claims and user data to a more advanced platform, improving accessibility and service delivery
- Introducing advanced reporting tools to improve decision-making and transparency
- Implementing a new system to streamline document handling and retrieval
Technologies/Methodologies
- Bizagi
- Power BI
- Azure B2C
- Azure Active
- Agile
- SQL Server
- SharePoint
- FileNet
- Low-Code/ No code
Outcome
The solution implemented enhanced the overall claims experience for both internal and external users through seamless integration of various systems and modernization of legacy components, ensuring a more cohesive and user-friendly process. Some of the key benefits of the solution include:
