Use Cases for Public Sector: Contact Center Automation 100% Success with Affordable Care Act Applications BEFORE APPIAN When the Affordable Care Act (ACA) was rolled out in the United States, the failure of the web site made a lot of news. What the public didn’t see was that behind the scenes, Federal Contractor Serco was responsible for getting millions of applications across the finish line. CMS had originally contracted with a systems integrator to build a case management system to handle the paper application processing and document verifications, but that contractor failed to deliver. Serco immediately reached out to Appian and asked us to rise to the challenge of delivering a case management system on short notice that could go-live as part of the overall ACA launch. AP

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