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Next Generation Desktop (NGD) Achieves Capability Maturity Model Integration (CMMI) Level 5

October 12, 2020


INDIANAPOLIS, IN - National Government Services has received the highest available rating from AgileDigm, Incorporated, which appraised the Next Generation Desktop (NGD) at Capability Maturity Model Integration (CMMI) Level 5. The NGD application allows 1-800-MEDICARE and federally-facilitated Marketplace customer service representatives (CSRs) to manage the steady stream of beneficiary and consumer calls. National Government Services was awarded the prime contract for the NGD system in 2001; Centers for Medicare & Medicaid Services (CMS) re-awarded the contract in 2017.

CMMI is a capability improvement framework that provides organizations with the essential elements of effective processes that ultimately improve their performance. An appraisal at maturity level 5 indicates that National Government Services’ NGD program is performing at an “optimizing” level, meaning the program continually improves its processes based on a quantitative understanding of its business objectives and performance needs, and understands the variation inherent in the process and the causes of process outcomes.

AgileDigm provided the CMMI appraisal of the systems involved in National Government Services’ Next Generation Desktop – the single system used by CMS CSRs to do everything from accessing data within claims and enrollment systems to viewing entire interaction history – using the CMMI framework. The work is vital because the NGD can host 20,000 Medicare and Marketplace CSRs and process more than 60 million calls each year. The performance and reliability of the NGD directly affects the level of service and consistency of information received when beneficiaries contact CMS.

"NGS works to continually bring innovative, cost-saving enhancements to CMS while delivering high-quality system integrity,” said Andrew Conn, Chief Operating Officer for National Government Services. “The top level CMMI audit rating reaffirms our commitment to provide reliable systems for our government partners, which are backed by our exceptionally dedicated and talented team."

About CMMI Institute
CMMI Institute (CMMIinstitute.com) is the global leader in the advancement of best practices in people, process, and technology. CMMI Institute’s promise is to inspire cultures of continuous improvement that elevate performance and create sustainable competitive advantage.

CMMI Institute offers market-driven solutions that provide insights for baselining and optimizing key organizational capabilities, cybermaturity, and data assets to elevate business performance. For over 25 years, thousands of high-performing organizations in a variety of industries, including aerospace, finance, healthcare, information technology, software, defense, transportation, and telecommunications, have achieved sustainable business success through adopting the CMMI and proved they are capable business partners and suppliers.

About National Government Services, Inc.
For more than 50 years, National Government Services has been a trusted partner and innovative leader in federal health care contracting. Employing approximately 1,500 associates, National Government Services is committed to providing robust health information technology and administrative services. As a Medicare contractor for the Centers for Medicare & Medicaid Services (CMS), National Government Services processes more than 226 million Medicare claims and administers benefits of approximately $82 billion from the Medicare Trust Fund annually. Additional information about National Government Services is available at www.ngsservices.com.

Media contact
Tina Gaines



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