AHCCCS transforms Medicaid experience for Arizona residents and state employees Medicaid agency sets out to transform business operations and support its mission of delivering health care to those in need
14 Months to deploy 10 ServiceNow modules 1 Core IT platform for all processes 90+ Core business processes will be modernized

Vital access to medical support

When times are hard financially, a medical emergency can be hugely disruptive. The US Medicaid program is designed to support individuals without access to health insurance to get back on their feet and resume their normal lives as quickly as possible.

Arizona Health Care Cost Containment System (AHCCCS) serves over 2.2 million Arizonans through 100,000 health care providers, annually. Meeting the ongoing needs of its residents, as well as responding to changing state and government regulations, requires the right set of tools. For AHCCCS, ServiceNow’s AI platform for digital transformation provides the agile solution the organization needed.

AHCCCS’ 30-year-old ‘Medicaid Enterprise System’ (MES) handled everything from Medicaid eligibility checks and enrollment and renewals to beneficiary communications and monitoring for program issues. Originally developed on mainframe application technology, the core systems were inflexible and difficult to upgrade and self-service functionality was extremely limited. 

Working with NTT Data Services, a national leader in Medicaid technology development, AHCCCS replaced its legacy system with the ServiceNow platform. The single platform model gives the organization the flexibility it needs to quickly adapt processes and align with changing regulations.

With support from ServiceNow partner EY, AHCCCS has set itself the goal of deploying 10 ServiceNow modules in just 14 months, ultimately modernizing over 90 core business processes. 
By improving technology, we can improve collaboration and improve people’s experience with becoming AHCCCS-eligible. Dan Lippert CIO, Arizona Health Care Cost Containment System (AHCCCS)

Phase one of the project went live in June 2024, comprising IT Service Management (ITSM), as well as Public Sector Digital Services to support the grievances and hearings process for recipients requesting adjudication.

This transformation will give AHCCCS the flexibility to adapt more quickly to state and government regulations, as well as reducing data and system silos that previously limited efficiency. More importantly, it expects this transformation to streamline processes for employees so that AHCCCS can focus on its core mission of delivering health care to those in need.
Share this story Products Used HR Service Delivery Integrated Risk Management IT Asset Management IT Operations Management IT Service Management Public Sector Digital Services Customer Details Customer Arizona Health Care Cost Containment System Location Phoenix, Arizona Industry Healthcare Employees 1,300 Partner EY
About AHCCCS Arizona Health Care Cost Containment System (AHCCCS) is Arizona's Medicaid agency that offers health care programs to serve over 2.2 million Arizona residents through 100,000 health care providers annually.
Public Sector Digital Services Explore the solution that helps AHCCCS transform the Medicaid experience. Watch Demo Connect with an expert Whether you need to streamline a process or develop apps fast, we're here to help. Contact Us
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