Inquiry Management System (IMS) Modernization for the Centers for Medicare & Medicaid Services (CMS)
CMS’s Medicare Plan Payment Group (MPPG) requested APV’s support to enhance and maintain its Salesforce-based Inquiry Management System (IMS), a core platform for managing inquiries related to risk adjustment and encounter data policy and operations issues.
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APV assembled a team with deep expertise in Salesforce, Agile development, and federal compliance to engage CMS stakeholders and understand their operational challenges.
Through these discussions, APV and CMS collaboratively identified and prioritized enhancements across inquiry intake, workflow routing, reporting, and security compliance. APV’s team developed an Agile-based work plan for each capability, including a structured approach to iterative development and user validation.
The APV team provided comprehensive support to the Enterprise Salesforce Services team, which was pivotal in the successful migration of IMS as the first standalone system into the CMS Enterprise platform.
Benefits/Outcomes
Enhances CMS staff's ability to manage inquiries through improved workflow automation, enabling clearer visibility into case status, assignments, and processing timelines.
APV’s Agile delivery approach embeds CMS Product Owners and SMEs in every Sprint, ensuring alignment, rapid feedback loops, and minimized rework.
Regular collaboration and comprehensive User Acceptance Testing across end users, SMEs, and managers ensures coverage of functional requirements and identifies refinements early.
Tools and Technologies: Salesforce Platform, CMS Enterprise Org, Copado, Agile Delivery Framework