CMS Beneficiary e-Services
Investment ID: 009-000001474
Overview
Program Title
CMS Beneficiary e-Services
Description
Beneficiary e-Services improves the customer experience by putting people first, providing the American public with 24x7x365 access to reliable, valid health care information, where and how they need it, empowering them to make informed decisions. This investment transforms siloed, geographically dispersed CMS contact centers into a powerful multi-channel customer service environment that delivers an integrated, seamless, and improved customer experience.
Type of Program
Major IT Investments
Multi-Agency Category
Not Applicable
Associated Websites
www.cms.gov, www.medicare.gov, www.mymedicare.gov
Investment Detail
Beneficiary e-Services transforms siloed, geographically dispersed CMS contact centers into a powerful multi-channel customer service environment that provides the public with 24x7x365 access to reliable, valid health care information, where, when and how they need it, empowering them to make informed decisions. The high levels of adoption and usage of each customer service channel demonstrates tremendous public demand. Any reduction in funding for the Beneficiary e-Services would result in significant cost impacts to other funding to accommodate the increased volume of inquiries and the development of another mechanism to provide the information currently provided to an ever-increasing beneficiary population.