Transforming FMS Services with Digital Onboarding Solutions
AssuranceSD
“There is a lot of paperwork involved in enrolling new participants. For the participant, that paperwork adds no value, and is often a barrier to joining a long-term support program at all. Automating it has been a fantastic decision. We’d never have been able to serve so many participants without it.”
Jeremy Maynor
SVP of Development - AssuranceSD
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Overview
AssuranceSD is a leading Financial Management Services (FMS) provider, assisting individuals with long-term care needs by administering their self-directed programs. From onboarding and hiring to payroll processing and billing, AssuranceSD manages a wide range of tasks, allowing individuals to focus on their health and care. The company currently serves multiple states across the US.
Problem Statement
The traditional government funding application process is heavily paper based, leading to delays, user confusion, and significant administrative burden. Navigating this is especially challenging for elderly or disabled applicants that struggle with the complexities of manual paperwork.
Key issues include:
Poor user experience, particularly for applicants with mental or physical disabilities.
Inefficiencies stemming from manual data entry and frequent resubmissions due to incomplete or inaccurate information.
Delays prevent participants from enrolling, leading to a loss in revenue and frustration for the client program sponsor.
High administrative costs, with staff overburdened by low-value, repetitive tasks.
Solution
DigiBlu partnered with AssuranceSD to implement a fully digital, user-friendly solution that transforms the application and onboarding process.
Custom Web Application: A secure, stateful platform was developed, allowing users to authenticate, complete, and amend applications online. This eliminated the need for paper forms, streamlining the entire data capture process.
Smart Forms with Jotform: The forms were digitized using Jotform, a leading online form solution. Predefined rules, validation logic, and required fields were embedded to improve data accuracy and completeness, reducing submission errors.
E-signature Integration: To ensure compliance, Jotform Sign was integrated, allowing applicants and their authorized representatives to sign documents electronically. This facilitated smooth, legally compliant, multi-signatory submissions.
Accessible, User-Centric Design: Multiple design iterations focused on usability and accessibility, ensuring that the application is easy to use for all individuals, including those with disabilities, while maintaining AssuranceSD’s professional brand standards.
Outcome
The result is a significant transformation for AssuranceSD’s operations, with key outcomes including:
Enhanced User Experience: Applicants now enjoy a more intuitive and supportive process, reducing frustration and making it easier to navigate complex requirements. Fewer errors and resubmissions lead to faster approval times.
Operational Efficiency: Automation of data flow between systems has minimized manual interventions, allowing staff to focus on higher-value tasks, such as personalized support for program participants.
Actionable Insights: With digital submissions, AssuranceSD and its clients gain access to real-time data, enabling better decision-making. Insights into applicant demographics and process bottlenecks allow for targeted improvements in service delivery.
Cost Savings: The shift from paper-based processes to digital workflows significantly reduced administrative costs, freeing up resources and improving overall organizational efficiency.