Challenge
Health and Human Services agencies across the United States administer multiple aid programs for its state citizens. In one state a single enterprise software platform administered eligibility for all state programs. Unfortunately, the accuracy and integrity of the data was poor. The user interface was unhelpful, it did not highlight gaps in data and allowed eligibility workers to unwittingly submit inaccurate or incomplete applications leading to over and under-payments.
What We Did
XECsupport developed a strategy to monitor the failing platform in real-time, writing business transactions and data of interest into a separate journaling database in the cloud. The rich chronological audit trail produced allowed analysis to be performed and business rules were developed to curate the data. Eligibility workers were alerted instantly if there were gaps in data. The journaling database provided options for a new human-centered user experience.
Result
As a result of automated exception tracking and alerts the number of incorrect payments reduced significantly avoiding penalties and removing the cost of a large team to conduct labor-intensive manual audits. The state agency was able to make data driven decisions and take timely actions by monitoring events and data of interest. The new journaling database became the antidote for failing enterprise platforms in the state and gapped systems nationwide.