Elevating complex customer engagements
When the Affordable Care Act mandated insurance marketplaces, the State of Colorado avoided the obstacles that tripped others with seamless integration in 6 months.
$5 million

savings in dev time


multiple Federal and state systems


real-time benefits eligibility

Building the foundation for a fully-connected government

In 2009 when the Affordable Care Act was passed, the State of Colorado elected to be one of 17 states to create their own health insurance marketplace instead of using the systems provided by the Federal government. They also opted in to provide expanded Medicaid coverage. To ensure their citizens had access to these expanded healthcare benefits as soon as these came into effect on October 1, 2013, they had 6 months to build the new system required to process applications online.

Medicaid eligibility is based on a number of qualifications, including income level and residency. In the past, eligibility could take up to 45 days to determine. Citizens had to make an appointment at the county office, show up with all necessary documentation, and wait to hear back after a manual check was completed. Each application would then take anywhere from 1 1⁄2 to 4 hours to process, as case workers verified and processed each case.

The expectations of today’s citizens have evolved significantly over the last 10–15 years. They now live in an instant gratification world, where they expect all of the services they consume (ie paying a ticket, obtaining a license or applying for Medicaid) to be readily available, easy to find and easy to use.

Colorado needed to deploy a system that met their citizens’ ever growing expectations, while still meeting their strict implementation timeframe. 

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  • Respond to a 200% increase in applications as a result of expanded Medicaid coverage
  • Maintain best in class citizen service without adding additional staff members
  • Deliver on-time in 6 months
  • Connected platform that can give citizens access to the data and services they need
  • Created PEAK, an online platform built on Force.com, that provides a single citizen platform of engagement
  • Reduced manual processing by integrating across federal and state systems to determine eligibility in real-time

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