EASY by Infocap

EASY by Infocap:
Eligibility. Assistance. Service. You’re Covered.

State health insurance exchanges sit at the intersection of policy, technology, and people. During open enrollment citizens need clear answers, fast help, and reliable guidance. This is especially true for life events. At the same time, exchange operators must manage seasonal surges, regulatory changes, and complex program rules without disrupting service or ballooning costs. We have a platform to manage all that.

Real-Time Health Insurance Exchange Automation for State HIX Platforms

EASY by Infocap is a configurable, cloud-based customer support center platform purpose-built for State-Based Exchanges (SBEs) and Health Insurance Exchanges (HIXs). It provides a standardized, state-ready foundation for eligibility support, enrollment assistance, and post-enrollment service, all while allowing each state to tailor workflows, rules, and integrations to its specific programs and regulations.

The result: faster deployment, lower operational risk, better citizen experience, and a support operation that can adapt as policy evolves.

 

Built for State Exchanges; Not Generic Contact Centers

EASY is not a repurposed commercial call center product. It is designed specifically for the realities of public-sector health insurance marketplaces:

  • Complex eligibility rules and program variations
  • Seasonal volume spikes during open enrollment
  • Accessibility, language access, and equity requirements
  • Frequent legislative and regulatory changes
  • High stakes for citizens who depend on accurate guidance

EASY provides a standardized, production-proven core that can be rapidly deployed across states, with a robust rules engine and modular integrations to support state-specific needs without starting from scratch each time.

What EASY Delivers

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A Cloud-Native Contact Center Foundation for HIXs

EASY provides the backbone support platform for state exchanges, built on AWS and architected for:

  • High-volume, seasonal demand
  • Reliability and scalability at state scale
  • Security, auditability, and compliance
  • Rapid change without fragile custom code
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Configurable Rules Engine Per State

At the heart of EASY is a standardized core with configurable business logic:

  • State-specific eligibility rules and program logic
  • Enrollment timelines and special enrollment periods
  • Guided scripts and workflows for agents and self-service
  • Reusable patterns that reduce risk and implementation time

This approach lets states move faster without sacrificing policy accuracy or operational control.

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Omnichannel Citizen Engagement

Meet citizens where they are with a single, integrated platform supporting:

  • Phone
  • Chat
  • Email
  • SMS
  • Web self-service

All channels are aligned with accessibility and language access requirements, reducing fragmentation and improving consistency of information across touchpoints.

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Unified Knowledgebase and Guided Assistance

EASY includes a centralized, searchable knowledgebase and decision-tree guidance that supports:

  • Plan comparisons and coverage questions
  • Eligibility and documentation requirements
  • Renewals and life event changes
  • Special Enrollment Period (SEP) scenarios

Both agents and self-service users get guided, consistent answers while reducing errors, training time, and unnecessary escalations.

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Rapid Deployment with a Repeatable Blueprint

EASY is built around reusable implementation patterns for SBEs and HIXs, enabling:

  • Faster stand-up of new state exchanges
  • Smoother transitions from the federal platform or other vendors
  • Lower risk during re-bids and vendor changes
  • Shorter time-to-value with proven architecture and accelerators
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Digital-First, Citizen-Centric by Design

EASY is designed for:

  • High-volume enrollment periods
  • Clear, guided interactions
  • Equitable access for vulnerable populations
  • Self-service first, with seamless escalation to agents

This reduces wait times, improves resolution rates, and creates a more humane and more effective citizen experience.

Why States Are Rethinking Their HIX Support Platforms

Many exchanges today struggle with:

  • Fragmented tools for telephony, chat, knowledge, and case management
  • Long wait times and inconsistent answers during peak periods
  • Slow, expensive IT projects for even minor policy changes
  • Vendor transitions that take years instead of months
  • High training costs and uneven agent performance

EASY replaces this patchwork with a single, configurable, state-ready platform designed for agility, resilience, and real-world operations.

The Business Outcomes

With EASY, state exchanges can achieve:

  • Faster stand-up or transition of HIX/SBE customer support operations using a proven cloud blueprint
  • Better citizen experience through consistent information, shorter wait times, and more self-service resolution
  • Lower operational overhead by consolidating channels and knowledge into one configurable platform
  • Greater policy agility by implementing program and regulatory changes without multi-month IT projects
  • Reduced risk during vendor changes, re-bids, and platform transitions

Proven, Secure, and Built on AWS

EASY is built on a modern AWS architecture, including:

  • Amazon Connect – Contact center platform
  • AWS Lambda – Serverless business logic and routing workflows
  • Amazon Lex / Amazon Bedrock – Chatbots and virtual assistants (where applicable)
  • Amazon S3 – Knowledge and interaction content storage
  • Amazon OpenSearch or Amazon Kendra – Knowledge search
  • Amazon CloudWatch / CloudTrail – Monitoring, audit, and compliance logging

AWS Lambda SDD certification planned (Q1 2026).

The architecture is production-proven in public-sector environments, with documented improvements in time-to-launch and operational performance.

Why Infocap

Infocap doesn’t start with tools, we start with outcomes.

We help public-sector organizations:

  • Turn complex policy and operations into executable, citizen-centered workflows
  • De-risk transformation and modernization programs
  • Move from fragile, custom systems to resilient, configurable platforms
  • Deliver change that actually works in the real world, not just on paper

EASY reflects that philosophy: standardized where it should be, configurable where it must be, and always designed around how work really gets done.

Let's Talk 💬

Whether you are:

  • Launching a new state-based exchange
  • Transitioning off the federal platform
  • Preparing for a re-bid or vendor change
  • Or modernizing an aging support operation

Infocap can help you move faster, with less risk, and better outcomes for your citizens.
Contact us to learn how EASY by Infocap can support your state’s Health Insurance Exchange.

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