PathForward Project

Client Migrations to ICE Come to a Close

The single largest technology project ever undertaken by CoreSource culminated in the successful migration of 350 clients to the Integrated Client Environment (ICE). After a $30.3 million investment, the new environment consolidated five different systems. This allows us to continue to compete in today’s marketplace with a platform for more functionality for our clients and members, while functioning more effectively as one CoreSource. As of Aug. 1, 2014, we surpassed 1 million portal sign-ins and 100,000 registered non-staff users, such as employees, dependents, clients and providers.

In June, the Detroit office migrated the final two clients – Ohio State University (OSU) and Catholic Health Partners (CHP) with a total of 59,000 lives. Migration of these clients, also the Detroit location’s two largest, marked the end of the project to build ICE, implement its functions and migrate clients. Related work, such as decommissioning the legacy systems, is still in progress. Watching for ways to improve features and processes, and maintenance of the online environment is ongoing.

“Having all our clients on ICE puts us in a position to be one CoreSource,” said Clare Smith, Executive Sponsor of the ICE project and Chief Financial Officer. “The development and implementation of ICE was an incredibly complex project, but our execution of the intricacies was very strong. It was a project that needed to happen, and we are proud of the new environment and enhanced functionality that we are able to offer to clients and members.”

Kim Fiori, Regional President, Northcentral, already has seen the value of the efficiency of ICE when it comes to auto-adjudication of claims. Before the migration of clients began, auto-adjudication in her region hovered around 9 percent to 12 percent, and is now reporting around 41 percent for those clients on the system, which exceeds the auto-adjudication goal set by the executive team for all of CoreSource of 40 percent.

Some Detroit clients have said they like the customized approach allowing the ICE client and member portal be tailored to them. “They have told us they appreciate that we can post their logo, use their branding and provide access to their documents on the client and member portal,” Fiori said.

Like other CoreSource leaders, Fiori credited associates who use ICE as part of their day-to-day responsibilities with embracing change, stepping up to learn new procedures and essentially learning how to do a new job. “Our analysts whose daily responsibilities involve talking to members and processing claims have done an impeccable job,” she said. “It’s been rough being on the front lines with so much change to deal with. But they’ve really stepped up, and we’re now focused on taking their service to the next level.”

Chip Sernyak, Regional President, Northeast, said he is proud of the service that associates are now able to provide clients and members. He also noted the region was able to keep client disruption to a minimum during the migration, which was completed in his region in December 2013.

“One of the best outcomes of this project is that we are all one CoreSource now, using the same online environment and working together as one organization,” he said. “We are on the right path, but there is still more work ahead. We need continued and enhanced training on using ICE, and we’re looking forward to the automating of more processes and procedures.”

Bill Ehlebracht, ICE program manager and Second Vice President, Project Management, CoreSource, said he has been involved with project management for more than 20 years, and ICE was his most challenging project. He said he couldn’t be prouder of his team’s can-do spirit.

“Our team had a great group of knowledgeable and dedicated people, and it made all the difference,” said Ehlebracht. “People rose to the occasion time and time again. When issues came up, there was always a ‘we-can-resolve-this-too’ attitude. Developing and implementing ICE and migrating clients was an incredible feat.”

Congratulations on a job well done!

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