IT Consulting and Technical Services

The Vendor is required to provide IT consulting and technical services for duties and responsibilities:
•    Serve as the senior human-centered design (HCD) strategist on agency Medicaid outcome-focused pilot team, contributing senior domain expertise while collaborating across policy, operations, eligibility, and information technology functions. 
•    Lead human-centered design practice across the Medicaid eligibility, enrollment, and renewal lifecycle, analyzing current-state journeys, designing improvements, and supporting implementation alongside program and IT teams. 
•    Conduct qualitative user research with Medicaid beneficiaries and frontline eligibility staff to surface pain points, friction points, and unmet needs across the consumer and worker experiences. 
•    Translate research findings into service blueprints, journey maps, prototypes, and design recommendations that inform service design and technical improvements to agency platforms supporting Medicaid eligibility and enrollment. 
•    Ensure all design work prioritizes usability, accessibility (section 508 and WCAG), inclusion, and equity for diverse populations, including non-English-speaking beneficiaries, beneficiaries with disabilities, and underserved communities. 
•    Apply, iterate on, and contribute to agency design system standards to drive consistency and quality across the user experience. 
•    Facilitate stakeholder engagement across program staff, IT teams, executive leadership, and beneficiary communities, building effective working relationships that bridge organizational boundaries between policy, operations, and technology. 
•    Present research findings, design recommendations, and outcome metrics to senior leadership and to the broader Medicaid outcome team in clear, decision-ready formats. 
•    Ensure that proposed service and system changes meet federal and state policy and compliance requirements while delivering tangible, real-world improvements for beneficiaries and staff. 
•    Lead organizational human-centered design capacity-building by supporting state team adoption of cross-functional, iterative ways of working; contributing to knowledge-sharing and documentation for long-term sustainability; building state team capacity to apply HCD methods as part of ongoing operations rather than one-time engagements; and championing and demonstrating the value of HCD practice through guidance, mentorship, and visible delivery.