The CCSQ Service Center (CMS, ServBeyond Solutions, and Scope Infotech) is being honored in Category 3: Using Innovation, Data, and Breaking Down Organizational Barriers for transforming customer service operations through a unified, data-driven approach. By integrating information from ServiceNow, NICE CXone, Qualtrics, and Datadog into a single automated data model, the team eliminated long-standing data silos and created a centralized source of truth that enables faster decision-making and continuous service improvement.

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Using existing technology investments, the team empowered frontline staff and program leaders with actionable insights to reduce provider burden, improve service quality, and strengthen self-service capabilities. AI-powered sentiment analysis helps identify problematic interactions, while expanded customer feedback and a unified agent workspace improve both employee productivity and the customer experience. Rather than simply integrating systems, the team created a continuous feedback loop that allows operational insights to directly inform policy, process, and service improvements.

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The results have been significant. Within one year, handled call volume decreased by approximately 20%, reflecting fewer repeat contacts and better guidance for providers. Manual reporting effort was reduced by 75%, while self-service usage increased from 3.2% to nearly 19%, giving providers faster access to information and reducing reliance on support channels. By breaking down organizational barriers and using data to drive decisions, the CCSQ Service Center has improved operational efficiency, empowered employees to focus on higher-value work, and delivered more reliable, responsive support for healthcare providers and the Medicare beneficiaries they serve.