Customer Contact Solutions

Client: State of Maryland, Department of Human Resources

Project: Maryland Department of Human Resources – Implementation of xPression Document Generation and Delivery solution

Role: UI/UX Redesign, Business Process Redesign, Project Management Support, Technology Architecture, Design, Implementation and Test (including UAT support) of the end-to-end technology overhaul of the legacy system for customer communications to a brand new platform for the online and batch processes to support 50K+ users; migrate 2500+ templates.

Objective: Implementation of xPression Document Generation and Delivery solution for the four MD DHR legacy towers.

Background and Solution: MD DHR legacy systems produces several million (in double digits) notices per year using a batch notice generation process based on COBOL and in some cases send to CDC for batch printing and mailing, and in other cases printed using local printers, which are then manually folded and stuffed in mailer envelopes for a mail out. The notices are based on ‘000s of templates, some in English and some in Spanish, and business logic embedded in the primary business process. Historic notices are stored on the shared drive (SAN) and retrieved through custom green screens. The absence of a standardized editing tool makes On-Demand creation of case documents challenging. The current notice generation technology is outdated, difficult to maintain, and restricts full functionality.

Mindboard is the primary provider of the integration, implementation and testing services for the customer communications modernization effort at MD DHR. Through the implementation of xPression, notice generation and delivery processes have become centralized in an enterprise system of record and will significantly improve notice generation efficiency.