Health Resources and Services Administration
How Government Connects Doctors and Nurses With Those in Need
Improving healthcare access and CX with geospatial tools and IT modernization.
In some areas of the U.S., people have limited access to nurses, doctors, dentists and mental health professionals. Over several years we’ve led the Health Resources and Services Administration (HRSA) through digital transformation to bring efficiencies and scale to their operations. This digital strategy aligns with their core mission of improving the health of people who need it most, strengthening the health workforce and connecting them to communities in need. Our work connected more than 16,000 health providers with more than 17 million patients.
The Imperative for Change
To improve public health, Congress significantly increased funding for programs placing health professionals into local communities. Publicis Sapient was engaged to help scale the business operations and systems to deliver a more robust, needs-based health workforce. And despite scalability barriers including legacy strategies and processes, we were able to make healthcare more convenient and comprehensive through digital transformation.
The Transformative Solution
Informed by a deep understanding of their people, process and technology context, we improved the customer experience, establishing a web-based digital platform to replace a 35-year-old mainframe system and more than 23 legacy applications. This platform created a customer-centric digital environment and optimized interaction channels. The HRSA gained operational efficiencies (3x transaction volume with the same staff), completely paperless operations and millions of dollars in savings. A robust data management program was also established (leveraging data engineering, data science and data visualization) to help the client gain critical insights for strategic investments and data-driven policies to maximize impacts in communities. We applied:
- Human-centered design
- Agile principles
- Adaptive planning
- Evolutionary development
- Continuous process improvement
- Business process reengineering
- Carefully orchestrated change management