Operating scope
- Five call types on the AI contact center path
- Spanish-language flows deployment-ready
- Claims call center expansion in progress
Platform proof record
Proof, in production order.
Five platform proof points in three months, from a small core team. Each one was built inside the same governed delivery engine. Each one retired a different objection: the regulated objection, the legacy objection, the scale objection, the messy-data objection, and the repeatability objection.
6 weeksConcept to auditor handoff — regulated
pathway
5Platform proof points in three months
2,337Published evidence files
40–80 hrsFocused testing on the regulated build
01 — BrokerLink Portal · MarketLink
The regulated build shipped first, and fastest.
MarketLink is the greenfield build lane under BrokerLink Portal: a CMS/EDE broker and agent pathway taken from concept to auditor handoff in six weeks. The conventional planning baseline for the same scope is 8–12 months — roughly 650–900 hours delivered against 8,500–10,500 estimated hours, as a planning comparison.
20CMS/EDE build areas complete
134Broker portal requirements inspected
100%Traceability coverage — 21 rows, 8 areas, 13 FIT
cases
40/45Security findings documented as fixed
- Core team
- Two engineers and one product manager, with a dedicated security and compliance review lane and 40–80 hours of focused testing on the regulated build.
- Build areas
- Twenty CMS/EDE build areas complete: portal and experience (6), identity and security (4), CMS integration (4), evidence and compliance (6).
- Traceability
- Every requirement row maps to source, backlog, test, and evidence references — 21 traceability rows across 8 requirement areas and 13 FIT cases, published as a downloadable packet.
- Assessment posture
- Demo and evidence ready, prepared for third-party assessment and the CMS certification path. Third-party assessment planned from the week of May 11, 2026; outcomes pending.
Demo / evidence ready
Third-party assessment planned · outcomes pending
Hour figures are a planning comparison against an 8–12 month conventional sizing baseline, not a time-and-materials actual. Evidence status is conservative: demo / evidence ready, not certified.
02 — GroupLink Portal
The legacy screen waited years. The data layer moved in one lane.
Group and CSR operations sat on an antiquated legacy experience that stayed in place for years under conventional delivery constraints. The AI-native lane built the modern platform — role-aware workflows, guided onboarding — and moved the data layer with it: the database is migrated to PostgreSQL, with an IBM CDC bridge keeping DB2 in sync. Mainframe backend dependencies, payment processing and batch, remain in place and are the subject of the exit strategy.
- Front end
- React application with role-aware workflows and guided group onboarding.
- Service layer
- Middleware APIs between the modern experience and the data foundation.
- Data foundation
- PostgreSQL — the database is migrated off DB2 as the system of engagement.
- Coexistence
- DB2 remains authoritative for mainframe-dependent functions during the transition.
- Synchronization
- IBM CDC bridge keeps PostgreSQL and DB2 in sync, both directions of the coexistence window.
- Cutover
- Parallel cutover path: run both, verify, then retire — savings count only when workloads are verifiably retired.
This is reusable platform capital, not a one-off. The same bridge pattern is designed to carry ServiceLink Portal and other DB2-dependent applications across the same coexistence path. First group onboarding is targeted for June 2026; confirmation is pending in the portfolio register.
Modernization proof · active lane
03 — Contact Center AI
The contact center is not a pilot. It is an operation that keeps expanding.
Five call types run on the AI contact center path today. Spanish-language flows are deployment-ready, the claims call center expansion is in progress, voice-of-customer QA is in discovery with a September 2026 target, and ET log automation is targeted for October 2026 behind it.
Next on the path
- Voice-of-customer QA in discovery — September 2026 target
- ET log automation targeted October 2026
3.6MMember interactions processed — stack
validation
99.99%Uptime — stack validation
Zero egressOn-premise model execution — target HIPAA
control pattern
Active expansion
Stack validation figures are from the January 2026 business case platform validation, not program KPIs.
04 — ReconLink
Reconciliation proves the engine against messy operational reality.
Enrollment and premium reconciliation is not greenfield. It is inherited data, inherited edge cases, and analysts who notice everything. That is the point of this lane: it shows the delivery model working where the problem is untidy, and it shows the honest state of the work.
Recon Buddy, phase 1
In production with operations since December 2025. Its NERD Next integration accuracy improved from 35% to 42% across three structured test rounds — measured, not asserted.
ReconLink platform modernization
In UAT remediation with two open items: an EDI policy ID mismatch and verbose recommendation output flagged by operations analysts. A round-2 business working session is in motion toward signoff.
Recon Buddy live
ReconLink UAT remediation
Open items and remediation status are reported as found. Round-2 business signoff is in motion, not complete.
05 — The fifth lane and live operations
The engine did not stop at four lanes.
Prior Authorization is the fifth platform proof point, an MVP lane running inside the same delivery system. Beyond the platform lanes, working tools are already in the hands of the business.
Prior Authorization
MVP lane inside the same governed delivery system — same phases, same gates, same evidence discipline as the other four.
AI Seed Image-to-Text Converter
Operational with the business; business-reported issues have been resolved.
SQL Talk
In business user testing, with production deployment targeted July 1, 2026 — outcome pending the next portfolio register update.
06 — What the proof adds up to
Same engine. Four very different problem shapes. Evidence every time.
A regulated greenfield build with full traceability. A legacy replacement that moved the data layer. A production operation at member scale. A reconciliation lane working through real UAT findings in the open. One delivery model produced all of it, in three months, from a small core team.
The question is no longer whether the delivery model works. It is where to point it next.