CSC: One Million Citizens Enrolled in Six Months

React Quickly to Meet Citizen Service Needs

When Medicare Part D went into effect, it extended new entitlements to more than 40 million seniors. The Centers for Medicare & Medicaid Services (CMS) granted only 10 licenses to support the new Prescription Drug Plans (PDP) it created. CSC received one of them. Upon notification, CSC had just 74 days to be ready to take
citizen calls.

Business Goals

  • Meet surge in demand for government services
  • Improve citizen experience 
  • Rapidly process millions of enrollments
  • Empower team with intent, data and process information

Results

  • 40% faster enrollment
  • 50% reduction in training time
  • 60% days agent handling time
  • 74 days from project kick-off to go-live
  • One million members enrolled in six months