Low-Code Solution Revolutionizes Support for U.S. Army Families with Special Needs
Technology Category
- Functional Applications - Enterprise Resource Planning Systems (ERP)
- Sensors - Haptic Sensors
Applicable Industries
- Healthcare & Hospitals
- National Security & Defense
Applicable Functions
- Human Resources
- Product Research & Development
Use Cases
- Inventory Management
- Personnel Tracking & Monitoring
Services
- System Integration
- Testing & Certification
About The Customer
The customer in this case is the U.S. Department of Defense, specifically the Exceptional Family Member Program (EFMP) which provides services to employees with special needs family members. The EFMP had been facing significant challenges due to its outdated, paper-based system, leading to dissatisfaction among service families. The U.S. Army, with 46,000 active-duty soldiers having around 55,000 family members enrolled in the EFMP, was particularly affected. The responsibility for improving the program fell to the Family and Morale, Welfare and Recreation Division (known as 'MWR'), which led the Army’s EFMP improvement project.
The Challenge
The Exceptional Family Member Program (EFMP) in the U.S. Department of Defense, which provides services to employees with special needs family members, was facing significant challenges due to its paper-based system. The lack of an integrated system, reliance on manual processes, and the absence of performance metrics led to dissatisfaction among service families. The system was slow, lacked transparency, and had no accountability. Furthermore, the system was unable to report case status, leading to wasted energy and time on follow-up calls and complaints. The situation was further exacerbated by the fact that active-duty personnel typically face a permanent change of station every three years, forcing families to repeat the same tedious form-filling and care justification process each time. The U.S. Congress, recognizing these issues, mandated improvements to the system, including the introduction of performance metrics, user status transparency, and robust case management features.
The Solution
BAM Technologies, a veteran-owned software development company, used OutSystems to accelerate the digitalization and modernization of the EFMP. The new software was delivered in just six months, a process that would have previously taken years. The solution involved an agile scrum development approach with two-week sprints and daily meetings with Army stakeholders. Over 1,000 Army families participated in a 2021 pilot of the new system, providing crucial feedback. The new digital platform, Enterprise EFMP, launched in August 2022, streamlines care for EFMP families by synchronizing all aspects of care. It features reactive web applications, easy-to-follow questionnaires, integration with HR personnel systems, two-factor military-grade security, automated workflows, robust case management features, and knowledge management features. The system also includes integrated support desk ticketing and feature request feedback, allowing for continuous improvement.
Operational Impact
Quantitative Benefit
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