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Technology power play

Using the latest IT to support a Medicaid transformation through ServiceNow


State government

Primary goal

Technology infrastructure transformation

Enabling technology

ServiceNow, Artificial intelligence (embedded within ServiceNow), Machine learning (embedded within ServiceNow)

Whether you believe that information technology (IT) is the engine that drives large organizations or the essential linchpin coordinating activities among systems, there’s no doubt that IT enables real-time sharing of information across departments, automates routine activities, and tailors online experience to the needs of the user.

So, when a midsized state in the South wanted to modernize its Medicaid services, it realized it first had to modernize its technology infrastructure. Only a digitally transformed IT platform would have the capability to gather, process, analyze and distribute the much larger volume of data a modern Medicaid program required. The state selected KPMG, noted for its experience in transformation, to assist.

Key outcomes

Making a measurable difference

Improved visibility

in IT service management

Greater levels

of transparency and governance

Faster access

to IT services via service catalog


employee connection to information

Client transformation journey

Click on each part of the journey to learn more about our client’s transformation.

Low-code and no-code programming platforms prioritize simplicity and ease of use, bringing opportunities for incremental value across all areas of government and citizen experiences which haven’t existed previously. As governments move to modernize for the stakeholders they serve, low-code and no-code platforms help accelerate modernizations with agility and efficiency.

Mark Maitland

Principal, Advisory

1. Standard functionality phase

Implementing the core ServiceNow applications

Before helping the client create an improved IT function, KPMG first had to build the infrastructure that would power it. KPMG built it on the ServiceNow platform. As a ServiceNow alliance partner, KPMG has significant experience in exploiting that platform’s capabilities to connect and power the operations of large businesses and governments alike.

KPMG kick-started the engagement with implementation of the core ServiceNow IT Service Management (ITSM) applications: service catalog, incident reporting, and problem and change management, among others. They automated activities, digitized existing functions, and documented procedures around both system processes and business processes. They gave the client the ability to remain fully functional in the event of a staff change.

By being deeply familiar with the requirements and expectations of specific occupational roles, and by understanding how specific tasks are completed, KPMG was able to tailor the ServiceNow digital enablement program to assist in those tasks at even the most granular levels.  With a foundation of functionality established, KPMG then worked to expand the coverage areas.

2. Enhancement phase

Bringing automation to more operational areas

Once the standard ServiceNow functions were implemented, KPMG began a digital modernization by deploying the ServiceNow human resources delivery, demand management, portfolio management, and integrated security and risk controls application suites. This “next tier of capability” helped bring IT, human resources, and risk into the modern age.

As KPMG deepens its professional relationship with the state, the project evolves as needs do. With each area addressed, eyes turn to the next opportunity to utilize the platform for further improvement in IT and business operations.  

3. Run phase

Keeping the engine humming

Today, KPMG continues its work with the state government, helping it make full use of the transformed system’s powerful tools. The state’s information technology resources and the Department of Human Services are already using their enhanced capabilities to help drive other projects. Working collaboratively, KPMG and the client are jointly determining how best to use the state’s limited financial resources to meet immediate citizen needs while readying the ground for future projects.

The improvements benefit every taxpayer and citizen in the state, either as a consumer of services, funder of services, or both. They allow the state to be an even better steward of the limited public funds it receives each year. The impact of the effort is felt far and wide. It brings better service to the people and gives them better value for their dollar. 

Turning insights into opportunity

KPMG and ServiceNow: An alliance of strength - KPMG is a trusted ServiceNow alliance partner, regularly harnessing the power of this industry-leading workflow platform to serve the needs of governments and businesses alike. While ServiceNow is the engine, KPMG, in essence, tells it what to do. By understanding client challenges, and with deep experie

KPMG and ServiceNow: An alliance of strength

KPMG and ServiceNow: An alliance of strength

Read more

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