Make It Count: Connecting People to Services through Exceptional Customer Experiences and Innovative Solutions

Government organizations providing public services are under more pressure than ever before. Agencies are struggling to keep pace with the diverse needs of people across America, with limited budget. At the same time, people seeking services expect the same customer service and personal attention they receive from consumer-based brands. Whether someone requires assistance with resolving tax filings related to their Medicare or Medicaid benefits, or a military family needs logistical and financial resource recommendations for moving across the country, expectations for supportive and understanding customer experiences with public service providers is high.

Fortunately, these challenges are not new for Cognosante. For more than fifteen years, we’ve delivered superior Customer Experience (CX) solutions and programs for both government and commercial customers. Our tailored, technology-forward solutions empower deeper, more meaningful connections for our customers’ customers, bridging people, processes, and innovation for better outcomes. And, all solutions are all built using Human Centered Design (HCD), prioritizing the user experience, minimizing risk, and maximizing the value of investments.

Committed to helping organizations solve their challenges and move their missions forward, we deliver unmatched CX solutions to help people connect and interact with vital services and programs. A people-first north star guides our CX solutions and user-centered design approach. Leading with our people, we bring highly skilled, compassionate contact center representatives, who as military Veterans and US workers with disabilities, are uniquely qualified and understanding when helping people with difficult, and often sensitive, situations.

Superior Customer Experience Starts with Envisioning Positive Outcomes

Perfecting our CX approach since our inception, Cognosante has identified several core elements of a thriving CX framework. Our total solution involves ensuring superior customer service, enabling data-driven decision-making, and resolving complex issues through ongoing process improvement and optimization based on quality principles. 


Customer Service Based on the Disney ® Standard Means Every Detail Matters

A customer-first approach requires the highest standard in customer service. That’s why Cognosante maintains the Disney Institute certification for quality service to guide our contact center training and customer service engagements. We believe attention to the smallest details makes the difference and transforms how we interact with customers compared to other CX providers.

Customer service excellence taps into the power of the modern contact center, leveraging multi-channel engagement to meet needs and bring resolution to complex customer challenges. Ultimately, an always-on contact center connects people to resources and information that help them live better lives.

Cognosante’s contact center solutions reduce cost and increase customer satisfaction. Our contact center strategy is cloud-enabled for efficiency, scalability, and flexibility, and results in:
  • Improved customer satisfaction—98.8% rate achieved through Disney Quality Management and ISO20000 quality processes.
  • Increased resiliency, agility, and elasticity for an always-on approach—AI-enhanced customer engagement solutions connect citizens, military members, and their families to the most important information and care 24/7.
  • Continuous innovation, such as emerging cloud capabilities—Transitioning inbound and outbound telephony channels from on-premise to FedRAMP cloud-based solutions provides not only stability, but continuous CX innovations like natural language comprehension.
How Cognosante is leading the way in contact center solutions:
  • Supporting the Centers for Medicare and Medicaid Services (CMS) Enrollment Assistance Program (EAP) in which EAP assisters help consumers who lose Medicaid coverage transition to the Federal healthcare marketplace.
  • Administering the Social Security Administration (SSA) Ticket to Work program by helping people with disabilities find meaningful work by connecting them to opportunities.
  • Assisting the Department of Labor (DoL) National Contact Center by helping businesses and individuals navigate employment resources.
  • Supported the Small Business Administration (SBA) and Federal Emergency Management Agency (FEMA) with contact center professionals who directed people to emergency aid resources during the Covid-19 pandemic.
  • Merged decentralized contact center functions into single high-performing contact centers for both SSA and CMS.
  • Reduced the mean time to resolve issues by 50% on CMS’ 1095-A program through AI integrated with Call Center as a Service (CCaaS) and IT Service Management (ITSM).
  • Handled more than 1.2M bilingual inquiries annually from individuals seeking immigration benefits or information on citizenship for the Department of Homeland Security, U.S. Citizenship and Immigration Services (USCIS) program, resulting in a 94% call accuracy and 98% soft skill scores.

Data-driven for Faster, Smarter Decision-making

We embrace continuous innovation–in our culture, processes, and technology. By investing in solutions to optimize the customer experience, such as applying predictive and prescriptive analytics to highlight opportunities for improvement, customers are empowered to better serve their customers and make data-driven decisions that improve people’s lives.

How Cognosante is leading the way in data-driven solutions:
  • Ensuring states provide residents access to high quality, affordable market-based health insurance through a best-in-class experience, with exchange performance optimization made possible through real-time data visualizations.
  • Helping CMS use data to analyze common challenges that both consumer and plan issuers face with the Federally Facilitated Marketplace (FFM). The data provides more immediate and actionable predictive and prescriptive insights so that challenges are addressed more quickly and customer issues can be avoided before they become disputed.
  • Assisting a Fortune 500 telecommunications company transform its contact center quality monitoring program to provide better customer service and meet regulatory compliance goals.

Complex Problem Resolution Enabled by Flexibility and Adaptability

It’s impossible to achieve superior customer experiences if complex cases linger in multiple systems, resulting in unhappy customers. The Cognosante team excels at managing and resolving highly complex cases by understanding customers’ pain points using journey mapping, leveraging artificial intelligence (AI) and automation, and applying policy and compliance knowledge.

In support of the CMS Complex Case Help Center (CCHC), Cognosante spearheaded complex resolution assistance for consumers having difficulty with Medicare and Medicaid Federally Facilitated Marketplace (FFM) enrollment and related tax information. When people obtain health insurance through the federal health insurance marketplace, they receive a Form 1095-A from the IRS, with data required for use when preparing income taxes. If this form has an error, they can’t successfully file their taxes until it’s corrected. Leveraging contact center operations, case management, eligibility administration, and data analytics, our solution resulted in fewer consumer contacts to the marketplace and increased the overall service experience.

How Cognosante is leading the way in resolving complex problems via CMS program support:
  • Reduced resolution time by 50%, averaging 17 days compared to the Marketplace’s average of 154 days.
  • Achieved a Medicare and Medicaid Services program-to-date quality score above 99% with improved overall customer/consumer satisfaction.
  • Processed more than 58.5 million payment disputes, 8.2 million enrollment disputes, and 2 million consumer-initiated Form 1095-A disputes.

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