Modern case management improves access to fair and timely appeals

This initiative modernizes the Minnesota Department of Human Services Appeals Division’s case management capabilities to better serve Minnesotans who rely on timely, fair, and transparent administrative hearings. By replacing a fragmented set of aging, failure-prone systems with a single, secure, cloud-based solution, the division will significantly improve the experience for customers, staff, and partner agencies involved in the appeals process.

For individuals and families navigating an appeal, the new system reduces delays, errors, and uncertainty by streamlining case intake, tracking, and resolution. Automated workflows, clear service-level tracking, and improved data accuracy ensure hearings are scheduled and resolved more efficiently, supporting statutory timelines and reinforcing fairness in decision-making.

For Appeals Division staff and interagency partners, the solution eliminates manual, duplicative processes and provides end-to-end visibility across cases. Built-in automation, auditability, and exception handling enable staff to manage high volumes of cases more effectively, adapt quickly to policy or statutory changes, and collaborate securely across DHS, MNsure, and other state departments.

Customers and users benefit through:

• Faster, more predictable case resolution, reducing stress and hardship caused by delays.
• Improved accuracy and data integrity, minimizing errors that can affect outcomes.
• Greater transparency and accountability, strengthening trust in the appeals process.
• Enhanced security and privacy protections, safeguarding sensitive personal information.
• A scalable, future-ready platform, ensuring continuity of service as demand and policy requirements evolve.

Success means the Appeals Division operates as a unified, resilient system that supports timely decisions, reduces administrative burden, and delivers a fair, customer-centered experience. This approach creates a more efficient, compliant, and trusted appeals process that better serves Minnesotans and the public programs they rely on.