The CMS Beneficiary Network Services (BNS) is a complex enterprise that employs over 5,000 people and provides rapid and accurate data to Medicare beneficiaries regarding claims benefits, enrollment eligibility, and available programs. The platform integrates multiple contractor sites, systems, applications, and data sources via a secure data and voice network. Thirteen different vendors provide Operations and Maintenance (O&M) support for the BNS.

The Challenge

CMS was experiencing challenges in providing oversight of and maintaining cohesion among the numerous contractors that support the massive VCS enterprise. CMS needed to ensure that industry best practices and technologies were being utilized effectively and efficiently in order to realize the mission of VCS: to modernize and improve the CMS telephone customer service system, and ultimately improve the Beneficiary’s customer service experience.

The Solution

TurningPoint protects CMS’s IT investments and assures the achievement of strategic objectives by providing Project Management Office (PMO) and Independent Verification and Validation (IV&V) support to the VCS enterprise. The TurningPoint project team reviews and analyzes documents such as test plan cases, strategy test scripts, design documents, and test screenshots against Industry Best Practices, including those of:

Our focus is on collaborating with contractors for improvement by leveraging our knowledge of CMS, the VCS architecture, industry best practices, and the needs of the stakeholders.

The Result

  • An 81% error reduction of contractor’s system, while ensuring scope, budget, schedule requirements, and stakeholder expectations were met
  • Full visibility of the status of all IT projects among management and project personnel