Centers For Medicare And Medicaid

Centers for Medicare & Medicaid Services Logo

Centers For Medicare And Medicaid Services Cost-Efficiently Conquers Massive Information Delivery Challenge With RightNow


Goals

  • Fulfill mandates for quality of constituent experience
  • Manage massive, complex, and continually changing agency information
  • Respond quickly to external events and internal issues

Achievements

  • Truly citizen-centric website answers 99% of visitors’ questions
  • Accurate, version-controlled information available to all constituencies
  • Greater speed and accountability built into agency communications
“With RightNow, we’ve virtually eliminated the kind of communication breakdowns that typically occur in large organizations. The discipline and accountability it brings to our internal processes have significantly improved the level of service we are able to provide to the American public.”

— Jennifer Johnson, Manager, Center for Medicare and Medicaid

Centers for Medicare and Medicaid Services (CMS) has to provide fast answers to more than 80 million program beneficiaries, healthcare service providers, and CMS staff. CMS must keep information accurate and up-to-date, and respond quickly to change—from cataclysmic events to the smallest modification in an agency policy.

With RightNow’s customer experience solutions, CMS effectively answers more than 99 percent of visitor’s questions automatically—even with traffic of 1.75 million page views per week. Medicare.gov visitors take advantage of CMS’s web resources on average 670,000 times every month, resulting in a self-service rate over 99 percent.

The specially adapted incident management system empowers all CMS employees to bring attention to issues ranging from IT problems to suggestions for service improvements.

Centers for Medicare and Medicaid 

About Centers for Medicare and Medicaid

The Centers for Medicare & Medicaid Services (CMS) supports more than 80 million eligible program beneficiaries and providers. It is the federal agency responsible for administering Medicare, Medicaid, SCHIP (State Children's Health Insurance), HIPAA (Health Insurance Portability and Accountability Act), CLIA (Clinical Laboratory Improvement Amendments), and several other health-related programs.