The North Highland Health and Human Services team recently returned from the 2025 IT Solutions Management for Human Services (ISM) Education Conference & Expo in Reno, the premier event for HHS innovation where state leaders, federal partners, and industry experts gathered to share ideas and strategies for advancing human services technology. Across the sessions, one message was clear: Meaningful progress in human services comes from collaboration, practical innovation, and a shared commitment to improving outcomes for families and communities.
Modernization: More Than TechnologyThroughout the ISM conference, HHS leaders emphasized that modernization is not just about new systems or tools. It’s about people, leadership, and a vision for lasting impact. States are being asked to move beyond short-term fixes and compliance, focusing instead on sustainable strategies that strengthen programs for the future. This shift requires building strong business cases, understanding the true cost and benefit of change, and engaging early with partners to keep projects on track and on budget.
Speakers at ISM highlighted the growing interest among HHS agencies in artificial intelligence (AI) as a way to simplify modernization and improve service delivery. States are eager to understand how AI can help address challenges like Supplemental Nutrition Assistance Program (SNAP) payment errors made during eligibility determination, case management, and data integration, while keeping the needs of clients and staff at the center.
Collaboration Across Boundaries
Successful HHS modernization depends on strong partnerships—between program and IT teams, across agencies, and with trusted vendors. Leaders shared the ongoing challenge of balancing day-to-day operations with the demands of transformation, especially considering recent federal policy changes such as HR1. The new community engagement requirements, the mandate for Medicaid expansion states to redetermine eligibility every six months, and decreased funding for SNAP administration costs are driving significant operational changes. States with high Payment Error Rates (PER) are also facing a potential loss of up to 15% of the SNAP benefit funding provided by the federal government. In a time of fiscal uncertainty, collaboration is more important than ever. Aligning program goals with IT capacity, sharing resources, and working transparently with federal and state HHS partners were highlighted as essential steps to reduce risk and keep momentum.
A recurring theme at ISM was the complexity of managing multiple vendors and projects. States are looking for clear governance frameworks and communication protocols to ensure everyone is working toward the same goals. Sessions like “Partner Palooza” showcased creative approaches to building trust and community among partners and vendors, using team-building activities and open feedback to strengthen relationships and drive results.
Data That Drives Decisions
States are rethinking how they manage and use data. Traditional data warehouses often limit actionable insights, but new approaches are helping agencies move from data collection to real-time decision-making. Purpose-built data environments, cloud adoption, and stronger governance are enabling advanced analytics in areas like eligibility, care coordination, and payment accuracy. These changes are creating more responsive HHS systems that better serve members and support staff.
Modernization in Practice
HHS leaders from various states shared real-world lessons from their modernization journeys at ISM. Many are weighing the pros and cons of “big bang” system replacements versus incremental, modular upgrades. Sessions like “Alternatives to Big Bang Implementation” and “Transforming Eligibility Systems: Replace or Renovate?” explored how agencies can use emerging technology to fill gaps, reduce risk, and deliver value faster. The consensus: there is no one-size-fits-all solution. Each state must tailor its approach to its own priorities, constraints, and readiness for change.
States also discussed the importance of supporting staff through change. With new policies and technology, eligibility workers and case managers face increased workloads and complexity. Investing in organizational change management training, upskilling, and user-friendly tools is critical to maintaining service quality and staff morale.
The Human Impact of Policy Change
ISM Conference sessions addressed the downstream effects of recent federal changes on HHS programs, including new requirements for SNAP, TANF, and Medicaid . Leaders shared concerns about the impact on state budgets, program accessibility, and the well-being of families. Many are preparing for tough decisions about where to invest limited resources, and how to balance compliance with the need to support vulnerable populations.
Speakers also highlighted the importance of keeping the client experience at the center of modernization. Whether through AI-powered case management, improved data sharing, or streamlined eligibility processes, the goal is to make it easier for people to access the help they need when they need it.
Partnering for Impact
Throughout ISM 2025, the spirit of partnership was evident. States, vendors, and federal partners are working together to solve complex challenges and deliver better outcomes. Sessions underscored the value of structured testing, clear communication, and shared accountability in reducing risk and building trust.
As states continue their health and human services modernization journeys, North Highland remains committed to supporting agencies with practical strategies, deep expertise, and a focus on real-world results. By working together, we can turn vision into value for the people and communities we serve.
Connect with North Highland’s Health and Human Services team to discover how pragmatic strategy, talent, and technology can help you deliver lasting impact for your agency and the communities you serve. If you’re ready to strengthen your modernization efforts and reduce risk through proven testing strategies, explore our approach to NextGen Testing Services.
