The Ministry of Health Services’ HBO Project was designed to resolve long-standing service problems and through this to enable the long-term sustainability of Health Benefits Operations registration and claims processing functions. Through the procurement process, MAXIMUS was selected and will transform both the business processes and underlying technologies of the program in order to significantly enhance service delivery for the public. This partnership allows us to leverage existing and future expertise and technologies that the Ministry does not have internally. The initiative also is aligned with the Ministry’s evolving role of stewardship and oversight, as opposed to direct service delivery

The Ministry has entered into a long-term agreement with us to transform and deliver Health Benefits Operations services. The service centre will be located in Victoria and all current employees will be offered positions with us. Union successorship will apply. The project commits MAXIMUS to significantly improve and sustain service levels, with financial incentives to drive superior performance.

Ensuring the privacy and security of personal information is a fundamental element of this project. The numerous benefits to be gained by involving the private sector in this initiative could not be justified unless the Ministry could secure the confidentiality of information. Moreover, the Ministry sought assurances that MAXIMUS could consistently and reliably meet the significantly enhanced privacy and security arrangements required under existing and new legislation as well as the rigorous parameters in the contract.

MAXIMUS will make initial improvements in call centre technology to take effect as soon as we assume operations. All other existing information systems will continue to support HBO for several months following the handover, and will be replaced incrementally over the first 18 months. This model will allow services to be transferred to us with the minimum risk of disruption in services to the public and providers, and will allow the Ministry sufficient time to test and validate our compliance with privacy and security obligations before each major change is implemented.

The privacy, security, technology and service improvements, together with a commitment to continuing technology refresh, within a fixed price contract, will ensure that British Columbia residents continue to receive value for money throughout the term of the agreement.

Employment with MAXIMUS

MAXIMUS is one of the largest firms working with government agencies and the programs they are responsible for administering. Our success is built upon the depth and strength of our professional staff. Our employees are our greatest assets and are an integral part of the MAXIMUS team. As such, the HBO staff who decide to accept employment with us will become a key component of our successful implementation and operation of this project.