Case Study: New Mexico Human Services Department achieves 99% faster newborn Medicaid processing and returns 100,000+ staff hours with SS&C Blue Prism

New Mexico Delivers Premium Service and 100,000+ Hours Back to the State with RPA

The Human Services Department (HSD) in New Mexico, which supports roughly half the state’s residents, faced fragmented customer access—residents had to navigate 100 phone numbers, visit offices, or fax documents—and staff struggled to proactively reach clients for critical actions like Medicaid renewals. To modernize service delivery and consolidate its customer service center, HSD partnered with SS&C Blue Prism and introduced intelligent automation and digital workers.

Using SS&C Blue Prism digital workers (including “Baby Bot” and “Ava”), HSD automated newborn Medicaid enrollment, synchronized case notes across systems, and handled routine updates via a new Unified Public Interface (chat, text, email). The automation cut newborn enrollment time by 99% (from days to ~15 minutes), processed 1.3M+ case comments, and returned more than 108,000 hours to the state, enabling faster Medicaid recertification prioritization and better customer experiences.

Human Services Department

Shanita Harrison

Customer Innovation Director