Simplifying Multi-client User Login Experience by Consolidating Processes and Streamlining Multi-tenancy for Health Plan’s Customers

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Abstract:
Simplifying a Health Plan’s Logon Process

A large health insurance company, with over 80 years of service, had a vision of simplifying their third-party administrator’s (TPA) login experience such that the TPAs can use a single sign-on capability to service multiple clients through a web application. Simplifying the logon processes would remove significant administrative hurdles, provide a better user experience, and enable the company’s third-party administrators to save significant time administrating their client’s enrollments, documents, billing, and analytics. 

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The Challenge:
Eroding Trust in a System Plagued with Issues

The logon experience had been set up such that a third-party administrator could receive up to 500 different login IDs to serve their employer clients. Then, the TPA needed to authenticate, track, and set up passwords for each login ID to administer the client’s enrollments, billing, documentation, and reporting. The client set up a separate IT team to facilitate login ID setup, maintain access levels, and delete login IDs for each TPA received. This process costs the client over $300K every year.

Because of the level of effort required, TPAs were dissatisfied with the user experience, leading to a five percent increase in paper enrollments and more than 25 percent increase in application processing times. This experience put the health plan’s sector groups like self-insured, consortium, and public at risk.

The inflexible architecture, increased paper enrollments, lack of auditable activity, and high maintenance costs eroded their customers’ trust and confidence. As a result, the health plan decided to re-architect their system and build a new logon process without impacting current operations and solicited SDLC Partners to deliver their vision.

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The Solution:
Creating a Multi-tenant Identity Solution with a Single, Secure Login Utilizing Scrum, Co-Creation, and Human Centered Design

Co-Creation Approach
Figure 1: Co-Creation Approach

SDLC Partners put together a high-performing Scrum team consisting of architects, developers, and an experienced Scrum master. The Scrum master instituted a novel collaboration framework called Co-Creation (see Figure 1) that emphasized collective intelligence, transparency, and expertise to partner with our client and their customers.

Additionally, our team used SDLC Partners’ in-house design thinking software development framework (see Figure 2) to conduct in-depth workshops, map user journeys, and identify various pain points across the journey to assess the current logon process. Working alongside the health plan’s customers, we reimagined the logon process as an easy-to-adopt, event-driven, and multi-tenant solution with an actionable implementation plan.

SDLC Partners’ Design Thinking Software Development Framework
Figure 2: SDLC Partners’ Design Thinking Software Development Framework

The project team strictly adhered to the implementation plan, delivering incremental value-driven versions of the product using Scrum methodology at regular intervals throughout the project. We set up a sandbox environment, including automatic backup, as part of the initial sprint to avoid technical disruptions from external environmental factors.

The developers proceeded with specific deliverables from the implementation plan:

  • Carefully constructed a multi-tenant identity solution with a single, secure login ID for every Third-Party Administrator using Lightweight Directory Access Protocol (LDAP).
  • Created a separate, easy-to-edit web page using Angular and Adobe Experience Manager (AEM) within the existing employer web application to show a list of clients a TPA has access to and allow the user to select and switch between clients using a single login ID and logon session.
  • Built a centralized internal web application to enable the client’s IT team to create, store, and maintain entitlements, and delete the login IDs with a single click.
  • Solution features include:
    • Multi-tenancy with a single instance of the application and its supporting infrastructure serving multiple customers.
    • Out-of-the-box integrations with existing web portal applications and extensibility, such as an API for other teams to build custom connectors and integrate access management with their own tools.
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The Results: 

The health plan’s IT team can now onboard, manage, and delete TPAs who administer hundreds of clients with a single login ID. This greatly reduced IT service tickets, phone calls, and facilitation time by 80 percent.

This solution saves the health plan $250K a year because TPA login IDs are automatically provisioned and given access to relevant features inside the employer portal, using an automated batch process. This eliminated the need for a separate IT team.

Improving the TPA login experience now drives increased online enrollment and member maintenance adoption rates by 3.5 percent. Plus, another large health insurance client is adopting the solution to improve their third-party administrator user experience as well.  

Create Technology Solutions & Experiences that Your Customers will Love

This project highlights the value of streamlining complicated and unwieldy logon processes and interfaces along with the negative aspects when that experience scales by hundreds of customers. Not only can you improve technology capabilities, but drive greater efficiency, cost savings along with measurable improvements in customer experiences.

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