Case Study: Centers for Medicare and Medicaid Services achieves 75% faster mean time to resolution and biweekly releases with New Relic

Centers for Medicare and Medicaid Services Leverage Agile IT to Deliver Enhanced Citizen Services

The Centers for Medicare & Medicaid Services (CMS), part of HHS and responsible for programs covering about 100 million people, manages a large public web footprint—including Medicare.gov, MyMedicare.gov, Medicaid.gov and HealthCare.gov—with over 50 million active users. CMS struggled to forecast and monitor real-time performance across diverse platforms, often reacting to outages only after contact-center reports, and needed to integrate many external systems without disrupting vital services.

To become proactive, CMS adopted a software analytics platform and migrated to public/hybrid clouds with automation and an agile two-week release cycle. This gave end-to-end visibility and real-time alerts, cutting mean time to resolution by 75%, increasing development speed by 80%, moving from quarterly to biweekly releases, and doubling supported sites and users while growing staff by only ~25%—significantly improving online citizen services and lowering tool and operational costs.

Centers for Medicare and Medicaid Services

Jon Booth

Director, Web & New Media Group