About Massachusetts Health

At the intersection of innovation and impact stands Massachusetts Health, which has been connecting residents with quality, affordable coverage since 2006. Born from the Affordable Care Act (ACA) and state healthcare reform, this vital platform does more than just provide insurance options–it breaks down barriers with subsidized plans, streamlined enrollment, and multilingual support. Through its transparent, user-friendly approach, Massachusett Health untangles the complex web of healthcare coverage into an accessible tool for all Massachusetts residents.

The Challenge

What the Massachusetts Health team faced was a critical operational hurdle in managing healthcare-related cases across their state system. Without a dedicated case management solution, their ability to efficiently handle inquiries, process applications, and respond to resident needs had become significantly limited. This complexity deepened as they sought to implement a new system that would not only serve Massachusetts residents but also integrate seamlessly with the existing District of Columbia (DC) infrastructure–a delicate balance of state-specific requirements and cross-system compatibility.

This dual-state scenario presented unique technical and operational challenges. Ultimately, they needed a solution that could scale to handle Massachusetts’ volume while maintaining data integrity and ensuring smooth interoperability with DC’s established processes.

The Solution

Access Global Group (AGG) designed a sophisticated Salesforce-based solution that reshaped case management for Massachusetts Health while maintaining seamless integration with DC’s existing infrastructure. The AGG team developed a multi-tenant architecture that enabled both states to operate within a unified system while preserving their distinct operational requirements.

At the core of this solution were robust security protocols using Salesforce permission sets and custom rules to ensure a strict data separation between MA and DC users. This strategic approach allowed Access Global Group to leverage DC’s existing infrastructure rather than creating a separate org, ultimately saving teams both time and money long-term. The system features custom-configured workflows for call centers, automated email-to-case modules for streamlined intake processes, and comprehensive analytics dashboards for program oversight.

Key Implementation Features

The Results

Massachusetts Health’s transformation through its partnership with Access Global Group has delivered remarkable operational improvements that directly benefit both the organization and the residents it serves. The implementation of the Salesforce-powered case management solution has dramatically enhanced efficiency across multiple dimensions: case resolution time during the crucial open enrollment period improved by 80%, allowing more residents to secure coverage quickly and when they need it most.

The new system’s streamlined workflows enabled first-line support teams to resolve 40% of customer inquiries immediately–a significant 25% improvement from the baseline. This enhanced front-line capability led to a 15% reduction in cases escalated to Tier 2 support, indicating more efficient issue resolution at the initial point of contact.

The project achieved a significant 65% return on investment while also prioritizing robust data security–a critical concern in public healthcare where systems safeguard sensitive medical information, personal identification data, and financial records for thousands of residents. By implementing a shared infrastructure with FedRamp High Authorization security protocols, the solution provides essential protection against data breaches and cyber threats that could compromise constituent privacy and trust in public institutions.

These metrics underscore how thoughtful technology implementation can revolutionize public healthcare administration, making it more efficient, accessible, and fundamentally secure.

Unique Considerations for the Public Sector

Working within the public sector often means wearing many hats. One of which is serving as vital data conservators, safeguarding sensitive citizen information while delivering essential services–a responsibility that requires an exceptional level of attention to security, compliance, and administrative precision.

Having a deep understanding of Massachusetts Health’s needs, Access Global Group implemented a sophisticated security framework that adheres to the highest federal standards, including FedRAMP High and DoD IL5 compliance requirements. This meticulous approach ensured complete data segregation between MA and DC operations while maintaining system efficiency.

Key Decurity & Administrative Features

Management Essentials

Success in the public sector requires more than just initial system deployment—it needs a comprehensive management strategy that evolves with the changing needs of the organization. For the Massachusetts Health team, Access Global Group developed a proactive maintenance framework that ensures consistent, reliable service delivery across all touchpoints.

To ensure optimal functionality and ease of use, the AGG team conducts system updates throughout the year, with a particular focus on critical periods like open enrollment. This includes coordinating medical and dental plan updates, optimizing case management workflows, and fine-tuning platform configurations. Through continuous monitoring and strategic enhancements, AGG ensures peak system performance is maintained while seamlessly adapting to emerging requirements.

Key Management Components

Through this comprehensive management framework, Access Global Group ensures the platform not only meets current operational demands but remains flexible to evolving public sector requirements and is agile during peak seasons. This sustained commitment to excellence enables Massachusetts Health to maintain its high standard of service delivery while staying prepared for the future.

Transforming Public Sector Healthcare: The Path Forward

Massachusetts Health’s transformation with Salesforce demonstrates how innovative technology solutions can revolutionize public sector healthcare delivery while maintaining the highest standards of security and compliance. Through our partnership and the use of Salesforce, we’ve created a robust, scalable system that serves the residents of Massachusetts while efficiently managing complex cross-state operations.