Technology Transformation & Delivery

We accelerated the process (from early idea to preparing for full launch in less than 24 months) of a more than $500 million virtual-services platform that aimed to provide statewide, evidence-based, culturally competent, and equity-focused support to children and youth. In the process, we engaged more than 300 external stakeholders to define aspirational targets and outcomes, performed a market scan of more than 400 platforms, led end-user engagement and testing to refine product and business processes, and ratified with more than 100 stakeholders to ensure alignment, transparency, and the success of the program.

We helped launch a statewide portal to democratize patient access to information (such as medication dispensing, health records, and immunization history). In less than six months, we developed and launched the portal with features such as secure user authentication, access to family member records, provisioning of SMART Health Cards, and AI on a Fast Healthcare Interoperability Resources (FHIR)–compliant platform. In the process, we established a joint agile operating model with ceremonies (sprint demos, backlog pruning, and so on), and upskilled our client to stand up a cross-functional business and tech product team to continuously enhance the platform.

We managed a five-year program to develop the national health information exchange platform and the national data-driven solutions to facilitate data-driven decision making, system administration and public health management of the entire population.

We partnered with system integrators, developers, and other technical delivery stakeholders for at-scale delivery in less than two years of design and development across solutions. The transformation is expected to increase patient satisfaction and data transparency and will result in an 8–11 percent efficiency improvement by reducing duplicate tests, waiting times, time spent for patient information, prescription errors, and paperwork.

We completed a statewide customer segmentation to map the end-to-end customer journey, construct customer personas, and identify transactions that could be eliminated from the processes. As part of the effort, we helped stand up an “innovation garage” to drive rapid execution and embed agile ways of working for prioritized digital initiatives, and we launched testable prototypes in the field to ultimately achieve 60 percent reduction in time spent per customer transaction— effectively doubling the DMV’s capacity to serve its residents.