As our studio network's state healthcare lead, I was responsible for directly managing or overseeing all integrated eligibility work.
If you are unfamiliar with the term (I was), integrated eligibility (IE) refers to the low income benefits application and eligibility determination process. A number of these programs are funded by the federal government but administered by states; states may provide additional programs. The core of this digital experience is the online application, which integrates all the program specific applications into (ideally) one flow.
By the time I joined, Deloitte had a significant number of existing IE relationships, some of which had been in place for decades. Nearly all were looking to update their digital experiences — whether to embrace a mobile first approach, implement a platform such as Salesforce or ServiceNow, or both.
Much of the underlying subject matter (and business rules) are consistent across the different state IE implementations. Given that common foundation — and my role as the overall IE design lead — I set out to develop a single, core application and benefits management product, around which I would organize the Austin studio (more about that here).
Much of the underlying subject matter (and business rules) are consistent across the different state IE implementations. Given that common foundation — and my role as the overall IE design lead — I set out to develop a single, core application and benefits management product, around which I would organize the Austin studio (more about that here).
Much of the underlying subject matter (and business rules) are consistent across the different state IE implementations. Given that common foundation — and my role as the overall IE design lead — I set out to develop a single, core application and benefits management product, around which I would organize the Austin studio (more about that here).
Though the experience structure is generally consistent, the state specific circumstances can be quite different. The shared solution would need to support
- different levels of client technological sophistication
- different qualitative and quantitative success metrics
- different numbers of programs offered
- different technology platforms
This is the third in a three part series on my work in the integrated eligibility space. The first can be found here, the second here, and the introduction and overview for the series here.
