2017 Winner Profile

Service Benefit Plan Administrative Service Corp.

Project Description:
The Service Benefit Plan Administrative Service Corporation (SBPASC) provides IT operations and services for the Blue Cross and Blue Shield Service Benefit Plan, which provides health benefits to federal employees and their dependents nationwide. SBPASC is a leading partner in the Digital Member Experience (DX) Program, a multi-year digital transformation initiative to support the Federal Employee Program (FEP) in achieving high FEP member engagement and satisfaction. The goal of the DX program is to enable members to easily access their information from anywhere at anytime and on any device via multiple digital channels. This allows them to easily make decisions and quickly act on them to achieve their healthcare goals as well as understand the associated financial impacts. SBPASC has realized a 100 percent increase in members opting to receive online EOBs (explanation of benefits) last year, which resulted in a reduction of paper, printing and postage costs.
Business Functions:
Customer Service or Support, IT
Business Goal:
Competitive Advantage, Customer Experience
Usha Nakhasi, Senior Vice President and General Manager
Washington, DC
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