“The Center for Medicare and Medicaid Services is personalizing and improving the Medicare beneficiary experience with an upcoming eMedicare customer data store called the Beneficiary Experience Data Analytics Platform (BEDAP).”
“BEDAP builds off of the agency’s eMedicare customer experience modernization initiative that began in 2018. Throughout the development of eMedicare, CMS officials identified how there was a need for a new data store for beneficiary data that would support an omni-channel and personalized experience.”
“Before developing BEDAP, however, CMS faced some challenges that informed the design of the data store platform. These involved the complexity of changing data sources and careful management within live customer service systems, as well as consistency within and between customer experience systems, noted CMS Deputy Director of Web & Emerging Technology Rachel Horvath during last week’s CMS Data Summit.”
“To avoid these issues, Horvath said her team approached the situation with stakeholder involvement.
‘We wanted to work with all the stakeholders involved and make sure that the decisions that we were making were appropriate and targeted and allowed us to build our knowledge as we went, and also to bring in the data that we thought had the most value to the online consumer,’ Horvath said.”
“While building BEDAP, CMS developed a vision for the data store, so that it would:
- Improve beneficiary experience across communication channels
- Integrate with applicable data sources to provide a full picture of Medicare beneficiary data
- Provide CMS with data to conduct targeted, accurate, quick outbound campaigns, email and more
- Provide data to other CMS beneficiary-facing products to help create personalized experiences
- Provide analytics and business intelligence capabilities to give stakeholders actionable insights on beneficiaries…” Read the full article here.
Source: How CMS’s eMedicare Data Store is Improving the Customer Experience – By Melissa Harris, September 28, 2021. GovernmentCIO.
