Case Study: Inland Empire Health Plan achieves enterprise‑wide process improvements and faster SLAs with Adobe Workfront

IEHP Drives EnterpriseWide Process Improvement Through Workfront

Inland Empire Health Plan (IEHP) is a not‑for‑profit Medi‑Cal and Medicare health plan in Rancho Cucamonga, CA, serving more than 1.2 million members with ~2,000 employees across seven divisions and 100+ departments. IEHP struggled with siloed teams and paper/email‑based processes that slowed HR ergonomics requests, delayed Purchasing and Accounts Payable coordination (causing missed invoice SLAs), and created inefficiencies in Marketing intake and asset management.

IEHP expanded its Workfront deployment—using custom forms, request queues, digital proofing, a digital asset management (DAM) system, and real‑time dashboards—to standardize workflows and replace manual handoffs. The results: ergonomic assessments shrank from four weeks to 24 hours, Purchasing/AP SLA performance rose from ~14% to 96% (a 500%+ improvement), Marketing efficiency improved 15–20%, asset discovery time fell ~90–95%, nearly 1,000 users (1,300 requestors) adopted the platform, and cross‑team transparency, accountability, and vendor collaboration (50+ vendors) increased markedly.

Inland Empire Health Plan

Michelle Gracey

Application Services Manager