Driving Digital Adoption to Achieve Compliance and Workforce Readiness

The organization was behind schedule, under pressure, and still reliant on manual, paper-based workflows. West Monroe moved quickly—diagnosing key gaps and replanning the timeline to meet the state-mandated EVV go-live. We designed system workflows, led data migration and testing, and ensured readiness across 11 locations and central operations. But this wasn’t just a technology implementation; it was a complete shift in how the market operated. Together, we established a clear, achievable path forward that protected service delivery, ensured regulatory compliance, and gave the organization the confidence to go live without disruption.

Transitioning from paper required more than new systems—it demanded deep change management. West Monroe co-created a rollout strategy with branch leaders, combining in-person and remote training, field-ready communications, and on-demand support. Behind the scenes, we automated timekeeping, shift offers, and visit confirmations—saving staff critical hours each week. Our healthcare and tech experts worked together with the client to guide the change, aligning field, operations, and IT teams around a shared goal: go live with confidence, accuracy, and zero disruption to care.

The provider launched on time, fully compliant, and without service disruption. 99.6% of visits were confirmed in the first week—ensuring caregivers were paid promptly. EVV compliance hit 72% at launch and improved week over week. Field adoption exceeded expectations: 95% of caregivers downloaded the app and began using digital workflows, many for the first time. Readiness and adoption scores averaged 4 out of 5 or higher. With key manual processes now automated, staff reclaimed valuable time each week. The organization is now equipped with a scalable system—and a workforce ready for what’s next.