Blue Cross Blue Shield Association (BCBSA)

    The Federal Employee Program of BCBSA, FEPBlue, provides health insurance options for US Federal Employees as part of the Blue Cross Blue Shield Association, a federation of 36 health insurance organizations.
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    Areas of Focus

    Sitecore CMS Implementation
    Hybrid Cloud Environment
    Digital Transformation
    Customer Experience (CX)
    The
    Challenge

    With over 2 million Federal Employee members, BCBSA FEP was lacking an effective public-facing website and member portal to serve their broad audience. This complex application needed to provide consistent and immediate access to member benefits, claims, health incentives, news updates and other communications. Additionally, the infrastructure required HIPAA and SOC compliance, protection against data breaches and the capability to handle peak user traffic during insurance open enrollment season. A key objective for the new site was to enable onsite member self-service solutions that reduced operational overhead on the BCBSA team by minimizing call center volume.

    The
    Solution
    BCBSA-01 (1) BCBSA-02 (1) BCBSA

    agencyQ provided architectural, operational, data security, and project management services to BCBSA for over ten years to build and maintain a robust hybrid cloud environment. In that time, agencyQ developed and refined the infrastructure to support a high-traffic, high visibility website with significant security and stability needs while managing vendors to oversee continuous improvements.

    agencyQ upheld BCBSA’s rigorous security requirements with WAF, IPS and SIEM solutions to protect member PHI from breaches, managed security operations reviewing CVE scans and project managed disaster recovery planning and implementation. The site environment was architected for sturdiness and consistency to allow for maximum website uptime, providing unobstructed user access to benefits and resources during open enrollment and mitigating helpdesk call volume issues. 

    To simplify internal processes and support an enhanced messaging strategy, agencyQ migrated BCBSA from Tridion to Sitecore CMS. With the new CMS in place, agencyQ established an email distribution system using SilverPop, enabling BCBSA to send newsletters with benefit information as well as personalized advice on health and wellness interests. Additionally, agencyQ carried out networking and storage services for claims submissions for federal employees globally. Throughout this time,  agencyQ utilized it’s technical and strategic expertise to manage inter-organizational teams and provide operational support over time while maintaining strictly regulated federal budgets and timelines. 

    The
    Results

    agencyQ’s architecture and environment upgrades improved site stability and uptime. This increased member portal availability, reducing call center volume and lowering overhead costs. Migrating BCBSA to Sitecore CMS and incorporating an email distribution platform enabled stronger member communications, which grew average monthly site visitors and delivered SEO improvements. agencyQ's security upgrades prevented any breaches and maintained BCBSA’s site integrity while deploying continuous site improvements, such as agencyQ’s hybrid cloud solution, which reduced total cost of ownership. 

    BCBSA-01 (1) BCBSA-02 (1) BCBSA