Date of Award

Spring 4-1-2011

Document Type


Degree Name

Master of Science in Information Systems (MSIS)

First Advisor

Rick Christoph

Second Advisor

Stephen Krebsbach

Third Advisor

Michael Dayton


Project Definition WellCare Health Plans, Inc. provides managed care services exclusively for government-sponsored health care programs focusing on Medicare and Medicaid. A 2008 Fortune 500 Company headquartered in Tampa, Florida, WellCare offers a variety of health plans for families, children, the aged, blind and disabled as well as prescription drug plans. The company employs more than 3,800 associates and services nearly 2.2 million members nationwide as of March 31, 2010. WellCare Health Plans receives complaints, inquiries and informational correspondence from external regulatory agencies. Correspondence is received by letter, email messages, email attachments, phone calls, voice mail, fax and through other medium. Manual tracking of correspondence by paper is inefficient and inadequate in providing the organization with the ability to search and retrieve correspondence in a timely manner. This project will provide the organization with a central repository for storing, tracking and notifying authorized users of correspondence with agencies and internal sources. Scope The scope of this project will include facilitating the storage, retrieval, tracking and notification to authorized users of correspondence. The business desire is that the application will continually be developed as the business grows. Specific Items in Scope • Provide a centralized repository to store all incoming and outgoing correspondence with agencies and internal sources. • Allow authorized users to create and modify detail information pertaining to a correspondence. • Provide a mechanism to notify authorized users of correspondence. • Provide the ability to manage attachments pertaining to correspondence. • Provide authorized users with a robust search capability to find correspondence. Significance of Problem The current business process for correspondence tracking is very labor intensive and informal. The method to manage the correspondence differs by region from using Excel spreadsheets to storing information about the correspondence in an access database. Some hard copy correspondence is scanned and stored in a folder on WellCare's network drive. Solution This project will design, develop and implement a module that will store, create detail information, retrieve, track and notify authorized users of incoming and outgoing correspondence with regulatory agencies. The module will provide corporate oversight of all correspondence. Correspondence Module will assist in meeting compliance goals in line with our core value to deliver excellent service to our partners.