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Helping service users and our customer save and reduce costs through service improvement at the Centers for Medicare and Medicaid Services

US Medicare and Medicaid consumers are required to pay a tax penalty if they don’t have health insurance coverage. To get an exemption from that penalty, they have to fill out and submit one of four different types of exemption application forms. To improve the service user experience and expedite processing, our team at the Centers for Medicare and Medicaid Services (CMS) took on the challenge to redesign the exemption forms.

Through collaboration with staff in the processing centre, business process analysts and a user experience designer, we created and introduced new ‘smart’ application forms. The new online forms include guides that have helped to improve user completion accuracy by 48%, while missing information transactions have decreased significantly (calls by 42%; notices by 28%). The number of pages has been reduced by up to 11 and the number of questions by up to seventy-seven. These improvements are ultimately helping both service users and our customer to save and reduce costs.