Challenges Despite the new incremental approach, the client was under pressure to maintain tight timelines, budget neutrality, and resource levels. In the initial analysis, the Consulting team discovered that many business units relied on separate and often proprietary applications for member communications. Not only were the applications and systems different, with conflicting data structures, but were also used differently between lines of business. When analyzed side-by-side, the communications created by each LOB were different in nearly every aspect. There was no unified look and feel for the “brand.” Lastly, several lines of business relied heavily upon manual processes, causing several bottlenecks in daily operations. Use Case A large health plan in the Northeast contacted Ch

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