2019 Winner Profile

Maryland Health Benefit Exchange

Project Description:
The Integrated Digital Platform is an open-source platform for providing a highly user-friendly self-service interface to over 1.2 million customers, to allow them to easily access government benefit services. The MHBE Mobile app provides an entire set of services, has 300+ screens, and integrates with state systems, the Internal Revenue Service, the Social Security Administration, and the Experian credit rating agency. Customers use it not just for enrolling in services, but also for submitting verification documents, reporting circumstance changes, accessing messages and notices, and more. Over 60% of MHBE's customer traffic now comes on mobile devices, and there's been a 6- to 8-fold increases in traffic on its platform. As a result, MHBE has reduced call center volume by 30%, abandoned calls by 67% and call wait time by 90%.
Business Goal:
Strategic Impact
Venkat Koshanam
Michele Eberle
Baltimore, Maryland
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