Case Study: Serco speeds ACA application processing with Basis Technology’s Rosette

Speeding Up Applications for the Affordable Care Act with AI

Serco, a major services contractor supporting the U.S. Affordable Care Act eligibility program, had to collect, process, and adjudicate millions of applications during a short annual surge while maintaining fair, audit-ready decisions. The biggest challenge was “person association” — matching mailed and online documents to the correct applicant despite name variations, nicknames, OCR issues, and culturally diverse naming conventions. Basis Technology’s Rosette was used to help automate this complex matching work.

Basis Technology implemented Rosette Name Indexer to improve name matching across Serco’s workflow, with configurable scoring and transparent match logic to support consistent adjudication. After a one-day training and tuning session, Serco deployed the solution in production and quickly saw better match accuracy and faster processing times. Since automating verification for “radio silent ever” cases, Rosette has saved Serco hundreds of thousands of minutes, helping the team scale more efficiently while preserving program integrity.

Serco

Nathaniel Palmer

Chief Architec