Centers for Medicare & Medicaid Services

Increasing Agency Engagement with Continuous Improvement Services


The Continuous Improvement Strategic Planning Staff (CISPS) at the Centers for Medicare & Medicaid Services (CMS) is tasked with making the organization more efficient by providing training, coaching, and facilitation around lean development principles. As a small team, CISPS faced challenges effecting change across their complex organization and needed help increasing the desirability and effectiveness of their offerings.


My team coached CISPS through the human-centered design process while interviewing dozens of CMS staff and synthesizing the data into clear findings and insights. Informed by these discoveries, we developed new service solutions and prototyped the best ideas. The project culminated in the creation of a new vision for CISPS’s future offerings, a pilot around one of their most critical services, and a roadmap for further improvements.


Together, the redesigned vision, along with a successful pilot, immediately increased CISPS’s self-reported alignment and confidence in their offerings by 10%. The newly redesigned services also received positive anecdotal evidence from both providers and recipients.

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