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Achieving Digital Transformation at the Center for Medicare and Medicaid Services

As constituents, we expect our federal government to be efficient and compliant. However, this is becoming more and more challenging.

Growing demand for services, coupled with new policies and regulations, together with the added burden of limited resources create the perfect storm. Digital transformation is essential for government agencies to keep up with these challenges. At DocPoint Solutions, we have seen a lot of success automating processes as an essential step in achieving that transformation.

Digitally Transforming Federal Healthcare Processes

The Center for Medicare and Medicaid Services (CMS) confronted this challenge when they discovered that their lack of formal processes, coupled with the growing complexity of their SharePoint database, exposed them to potential governance and compliance issues. Compliance is especially important for CMS because they oversee federal policies, such as the Health Insurance Portability and Accountability Act (HIPPA) and the Affordable Care Act (ACA). In addition, CMS implements quality standards of care and combats insurance fraud to facilitate and improve healthcare delivery to the American public.

CMS lacked the proper workflows to efficiently manage projects throughout their lifecycle, which increased the time to complete each project and decreased overall employee productivity. Helpdesk functionality was significantly slowed, with a single ticket requiring 24 to 32 hours to complete.

CMS turned to DocPoint Solutions to optimize the agency’s project service solutions and improve business process using the Nintex Platform. We started by analyzing processes and tools already in place to develop strategies for optimization. Using a combination of Nintex Workflow and Nintex Forms, we developed and deployed a solution to efficiently manage and track projects throughout their lifecycle and maintain compliance through proper governance.

“We engaged DocPoint Solutions to help us gain back control of our operations by getting a handle on how we would manage projects, keep staff on track and ultimately design and deploy a proper project management lifecycle,” said Shane Perry, IT specialist at CMS.

As a result of the Nintex solutions implemented by DocPoint, CMS has experienced a great increase in productivity and significant cost savings. CMS’ development team is able to support the entire agency’s projects within the SharePoint environment, from project trackers and procurement plans to HR trackers, schedules for contracts and more. With the help of DocPoint’s process improvements, CMS OIT has doubled workload capacity, and data stored in SharePoint has grown by over half a terabyte.

The helpdesk is now capable of closing tickets in just six to eight hours, which enables them to complete about eight tickets per day.

With user-friendly workflows and formal lifecycle processes within SharePoint, CMS is able to track the status of each project at any given time, providing better support to internal customers with more accurate timeframes for project completion. In addition, DocPoint set up proper governance to allow for the compliant, secure sharing of sensitive documents and information.

DocPoint eliminated the need for a third-party tool or contractor to create and manage an outside database by utilizing inherent functionality and building Nintex workflows within SharePoint. As a result, CMS saw a significant return on investment for its SharePoint deployment.

“Our agency is saving approximately $1.5 million a year. We have realized an additional savings of $800,000 by replacing a few of our other outdated systems. We cannot say enough about the DocPoint Solutions team and truly appreciate their collaborative approach throughout every stage of the process. There hasn’t been anything that we have come across that we haven’t been able to solve as a team using SharePoint,” concluded Perry.

As expectations and requirements of government agencies grow, digital transformation is essential. By automating CMS’s project service solutions with Nintex, the agency is not just more productive and efficient, but better enabled to serve its patients.

Read DocPoint Solution’s case study to learn more about this solution.


Based in the Washington DC area, DocPoint Solutions has decades of experience as a trusted SharePoint integrator with a wealth of experience in building solutions for government agencies. Learn more about DocPoint Solutions here.


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