Public retirement system boosts process maturity with ESM

Phase 1:

Focused on migrating the company’s IT department from Zendesk to JSM. We designed a fully customized portal and backend to support:

• Incident and service request management
• Change and asset management
• Role-based access and workflow routing
• Reporting aligned with board-level KPIs

Following the success of the IT rollout, the company expanded JSM to two additional departments.

Phase 2:

Included HR & Facilities, where staffing changes and process fragmentation created urgent needs for workflow standardization and documentation.

Phase 3:

Focused on Benefits Administration, which manages sensitive retiree-related financial operations that require airtight audit trails and regulatory compliance.

In all 3 phases, Modus worked shoulder-to-shoulder with key company stakeholders to build workflows that mirrored their real-world processes while introducing scalable, repeatable improvements.

Development & collaboration: Partnership in action

The public retirement system needed a partner who could help the team think strategically. Modus collaborated closely with the company’s internal staff, asking smart questions, mapping current state workflows, and proposing improvements grounded in industry best practices.

In addition to tool implementation, we helped facilitate the following initiatives:

• Conducted in-depth requirements gathering and documentation
• Trained staff on new systems and processes
• Guided change management and stakeholder alignment
• Ensured regulatory alignment for Health Insurance Portability and Accountability Act (HIPAA), Sarbanes-Oxley (SOX), and state government compliance

After seeing the impact of our implementation, additional departments were eager to adopt JSM, reflecting the trust we built and the results we delivered.

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Impact

A foundation for enterprise maturity

The public retirement system has now fully transitioned three departments to JSM. The benefits go beyond tooling and include:

• Faster response times and clearer ownership across support functions
• Cross-departmental visibility and standardized processes
• Reliable, board-ready reporting with metrics tied to KPIs
• Audit-ready workflows that meet HIPAA and SOX requirements
• Improved employee satisfaction through streamlined portals and structured support

With Modus as a strategic partner, the company is moving confidently toward a future of greater transparency, accountability, and agility.