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Health Medicaid IVR Upgrade Project

In January 2018, Utah’s Medicaid Division was informed they would need to upgrade the existing Interactive Voice Response (IVR) system, specifically the AccessNow functionality, before July 1, 2018. The upgrade was needed to be compatible and function with the TLS 1.2 upgrade taking place on the Mainframe, and could integrate into the DTS Enterprise Contact Center Platform known as Genesys.

During the past 5 months, Health and DTS have worked closely to determine and implement a web services solution that is fully compatible with the Mainframe.  This was a very complex project that required a lot of focused staff time to first determine a viable solution, then thoroughly test and implement in a 5-month period.  This project was successfully implemented on June 14, 2018 – 2 weeks ahead of schedule.

The project team consisted of 20 people: Debbie Bauman, Aaron Lael, Leon Owen, Julie Sabato, Julie Johnson, Steve Hegji, Rich DeSpain, Gordon Wright, Purita Buck, Heather Renie, Heather Bassett, Maricela Cifuentes, Nanette Waters, Nancy Aviles, Bart Wiest, Amber Lucero, Tricia Bateman, Debbie Bennion, Chuck Adan, John Strong.

This is a great example of DTS and Health working together to solve a problem and move to an improved environment.  Thank you to all involved for your leadership and drive to keep this project moving and surpassing the completion goal date. Great job!