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collaborated with the government, PMO contractor and Bizagi to perform systems integration and modernization, replacing outdated and poorly integrated legacy systems.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MWCC encountered several challenges, including slow claims processing times, outdated and cumbersome legacy systems, and insufficient integration across different operations.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:
Boosted productivity by 30%, enabling teams to complete tasks more efficiently
Reduced operational costs by 25% due to optimized resource allocation and streamlined processes
Improved user satisfaction by 40% with intuitive and responsive experience
Cut down service delivery response times by 50%, significantly enhancing operational speed
Increased customer retention by 20%, driven by improved service offerings and enhanced communication strategies that fostered loyalty
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