Digital Patient Navigator Services

The Vendor is required to provide digital patient navigator (DPN) that can serve as a trusted digital access point for navigating the health system.
- Digital and artificial intelligence– enabled solutions to improve how state access health services and are guided to appropriate care.
- Approach is intentionally phased and capability-based, recognizing the need to deliver early public value while maintaining strong safeguards related to privacy, safety, equity, and clinical boundaries.
- A digital patient navigator represents a strategic investment that can deliver value to state by improving how residents access and navigate health services.
- Find appropriate care options earlier and more efficiently, the navigator has the potential to reduce avoidable use of higher-cost services such as emergency departments and in-person visits for non-urgent needs.
- The navigator can also improve system efficiency by reducing administrative burden on frontline staff, consolidating access to authoritative information, and enabling more consistent, scalable digital support for common navigation and information requests.
- As the digital patient navigator evolves to support consent-based personalization, state can further enhance value by enabling proactive and preventative guidance, supporting better use of existing health information, and improving continuity of care navigation, while maintaining strong safeguards for privacy, safety, and equity.
- Taken together, these impacts support a measurable return on investment through improved service efficiency, reduced unnecessary system demand, and better value for state taxpayers.
- Requirements
•    Foundational digital patient navigator (unauthenticated experience) 
•    The initial focus is on a foundational digital patient navigator, which provides unauthenticated public-facing capabilities to help state navigate the health system. 
•    This foundational experience is intended to be broadly accessible and inclusive, without requiring users to authenticate or share personal health information.
•    Foundational capabilities are expected to:
o    Improve access to accurate, authoritative health services information 
o    Help state find appropriate care options and service locations 
o    Provide general health information and after-hours guidance 
o    Support multilingual access, accessibility, and digital equity 
o    Operate within clearly defined safety guardrails and avoid the provision of clinical or diagnostic advice.
- Evolution to a personalized digital patient navigator
•    Over time, state anticipates the potential evolution to a personalized digital patient navigator, where state who choose to authenticate (i.e., verified account) and provide informed consent may receive more tailored, context-aware guidance. 
•    A personalized experience may include:
o    Use of citizen-consented information (e.g., immunization history, laboratory results trending, chronic conditions, etc.)
o    Proactive and preventative health insights 
o    Longitudinal awareness of health information to support better navigation and understanding 
o    Consistent personalization across multiple languages while maintaining safety and accuracy.