In order to communicate expectations and updates to claimants, your systems need to be able to surface the relevant data to both internal users and claimants.

This may be a challenge for some states. Mainframes and other legacy systems may not integrate well with frontend platforms and can cause states to struggle to access and surface relevant data.

The following recommendations can help you to improve the quality, integrity, and availability of your data.


Key questions

  • Which issues are not identifiable in the claims processing system (e.g., by contact center agents?)  
  • Which issues or statuses don’t have data available to access on the backend? (either through a query or API call) 

Interested in addressing claims status? Email the UI Modernization Team

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