Success Stories

National Healthcare Provider

This client is one of the largest health benefits providers in the U.S, covering over 79 million lives to include Federal employees covered under the Federal Employee Program (FEP). 

The client’s health care providers utilize an Interactive Voice Response (IVR) system to access medical information from a multitude of records systems for both patients and providers. Service response times routinely went beyond the 30 and 60 second thresholds for the IVR system, resulting in error messages being relayed to their providers, instead of the requested information. Additionally, the system lacked error reporting, leading to a deluge of untraceable errors. This resulted in serious findings against the client during audits of the system. 

Moser engaged with the client to deliver a new application using a modern microservices architecture. These services were deployed behind an Application Programming Interface (API) management tool, to allow secure access by the IVR system. Each service had enhanced logging, diagnostics and error reporting. These metrics were compiled into daily performance and error reports. The reports provided traceability to error responses, allowing the client to address issues in the source systems that our services relied on, as well as greatly reducing audit findings for untracked errors. The performance level of the new services was much higher than their legacy counterparts, leading to a 50% or greater reduction in response times across all service calls. 

During the engagement, the Moser Application Development team achieved the following:

• Orchestrated a Waterfall to Agile transformation, or a
  “hybrid waterfall” approach, to accommodate customer preference and development maturity

• Modernized legacy code into current tools and architectures

• Created high-demand, high-performance REST-based
  API systems 

• Created API management platforms and service delivery 

• Managed security within a highly-complex
  server/network structure 

• Enabled granular system logging and comprehensive
  reporting/analysis of captured data 

Transportation Company 

This client is the leading provider of semi-trailers to fleets and independent transportation companies. Moser led a project with the client to design and develop a modern customer portal application. The client’s customers needed real-time access to a large amount of lease and rental equipment data. This new application accommodates several customer roles by allowing users to securely log in and perform relevant and timely business functions. 

The Moser Application Development Team leveraged Human-Centered Design, working with the client and with their customers to understand their business processes in order to define and design the application.
The team shared an interactive prototype first, to gather additional feedback, and used that feedback to evaluate and refine the final project requirements. 

After the discovery and design phase, the Moser team developed the application in an Agile manner utilizing the Scrum framework. After each two-week development sprint, the progress was shared with the client and desired changes were addressed in the next cycle. 

Despite the portal’s data being stored at multiple locations, each user’s experience was carefully considered, and the data presentation was tailored for each role. Some of the critical data points for inclusion were: 

• Customer and company information

• Equipment and trailer details

• Live equipment location via GPS

• Business contracts and agreements

• Maintenance and work history

• Invoices, payments and payment history

The Moser team leveraged data from five different systems in total, but the customer portal application completely masked this complexity. By presenting each user an intuitive interface containing timely information, the client’s customers were quickly able to find what they needed, resulting in more confidence and trust in their provider.