The Challenge

When a national healthcare governance organization experienced an 160+% increase in complaints they process, they called Ignyte. With over 30k complaints to process on a legacy custom built case management system – it was time to chart a new path forward.

Our Action

Ignyte completed an in-depth, independent assessment of our client’s existing case management system. As part of our assessment, we analyzed the system’s effectiveness in expediting the organization’s business processes. Over 6 months, our team visited 11 regional offices and interviewed over 130 users. Along the way, we gathered key challenges relating to system functionality and case processing workflows.

Our Impact

Based on the information gathered in our stakeholder interviews, Ignyte proposed a two-track solution to make impactful, low-cost adjustments to the current version of the information management system while planning for the transition to a new, modernized platform.

950
issues identified with the current system
53
initiatives proposed to enhance the current platform
44
system errors discovered, fixed, or in repair