The Centers for Medicare and Medicaid Services (CMS) Center for Medicaid and CHIP Services (CMCS) relies on its digital platforms to communicate critical healthcare information to millions of Americans. DSFederal provides comprehensive content management and data services for mission-critical CMCS websites. Our team serves as the bridge between non-technical data owners and technical development teams.
The Challenge:
Managing content and data across multiple high-visibility public health websites serving more than 10 million annual visitors presents several complex operational challenges.
Diverse Audience Requirements: Serving audiences ranging from policymakers and healthcare providers to consumers and families requires content strategies tailored to varying levels of technical literacy and information needs. To ensure equitable access to information, all content must comply with Section 508 requirements, align with WCAG 2.1 and 2.2 standards, adhere to CMS style guidelines, and follow plain language principles.
High-Volume Content Operations: We process an average of more than 200 tickets per month including high-stakes regulatory content. Seasonal and event-driven surges in demand require structured workflow management, priority-based triage, and specialized handling protocols, while maintaining zero-error quality standards critical to state Medicaid programs and millions of beneficiaries.
Dataset Management at Scale: Managing more than 55 active datasets with complex and sensitive data, requires rigorous validation and cleaning to ensure data quality and accessibility.
Multi-Stakeholder Coordination: Effective collaboration across content requestors from multiple CMCS divisions and stakeholders requires structured communication protocols and real-time coordination channels to maintain alignment across complex workflows.
Our Approach:
We implemented a comprehensive Drupal content management framework built on structured workflows, proactive quality assurance, and data-driven optimization. Operating under an Agile methodology and leveraging workflows supported by a daily operational dashboard, we established processes that ensure consistent quality, timely delivery, and continuous improvement.
Optimized Content Management Workflow: We streamline high-volume content operations by implementing priority-based workflows and surge protocols, supported by operational dashboards that provide clear visibility into ticket status, assignments, and due dates.
Data Processing: Our team manages the full lifecycle of more than 55 datasets in CMCS, developing custom scripts for data validation and data formatting. We work closely with dataset owners to ensure data quality, and we apply validation processes to verify dataset integrity prior to publication.
User-Centered Design: We design and deploy surveys to collect user feedback and incorporate insights into content improvements that address the needs of end users. We also leverage web analytics tools to continuously enhance website usability and performance.
Accessibility and Compliance: We integrate automated accessibility monitoring to identify and remediate issues prior to production deployment. This proactive approach allows us to resolve contrast issues and errors early in the process. We also perform Section 508 remediation at scale for documents and provide real-time accessibility guidance and ongoing training within the CMS.
The Outcome
By combining deep technical expertise in Drupal, data analytics, and business intelligence with disciplined content management practices and stringent quality standards, our team supports CMCS’s mission to deliver essential health information through digital channels that are accessible, accurate, and user-centered. Our record of 99% SLA compliance, zero critical errors, and more than 1,900 successful content deliveries demonstrates proven performance in managing complex, high-volume, mission-critical content ecosystems that serve millions of Americans.