Claims Administration QA Strategy and Staff Augmentation
Client & Project Overview
The Government of Canada appointed PwC as the administrator for the processing of claims made under a class action settlement agreement to compensate Indigenous Peoples who suffered harm from past government policies and programs. Connected Solution Experts (CSE) supported PwC in assuring the quality of the administration system's functionality and user experience. The mission-critical platform processed compensation payments for thousands of claimants, requiring zero tolerance for payment errors and strict compliance with court-mandated deadlines.
Deployed (CSE)
Shared Steps Created
The QA challenges at the PwC / Government of Canada
The client needed to rapidly stabilize a claims administration system that had evolved organically as business requirements expanded. With court-mandated deadlines approaching, the system required formalized testing processes to support three parallel development initiatives while maintaining production stability.
Challenge 1
Challenge 2
Challenge 3
Challenge 4
Challenge 5
The CSE Solution to solve the QA challenges at the PwC / Government of Canada
Rapid Development
CSE delivered qualified candidates within 2 weeks. The team of 6 QA professionals including a Test Lead was fully vetted and operational within the client's standard onboarding timeframe. When resource adjustments were needed, CSE's technical vetting process and rapid response ensured seamless replacements within days without impacting the timeline.
Strategic Leadership
The CSE Test Lead managed a total team of 17 testers (6 CSE + 2 onshore + 5 offshore + 4 BAs), providing both tactical test execution and strategic guidance on development sequencing to ensure all work could be completed on time.
Technology Stack
Salesforce Service Cloud with custom Flows, Apex code, and Omni-Channel routing. Azure DevOps for project management, test management, and collaboration.
CSE’s Strategic Approach
Three-Phase Development Strategy
Working closely with project leadership, CSE developed a strategic testing approach to manage three parallel development streams:
MVP Branch
Essential features and bug fixes completed and tested first
Security Refactor
Merged with MVP and tested in an intensive 1-week period with mobilized UAT resources. CSE created a detailed Excel-based tracking system with daily execution plans to efficiently manage all 10,000+ permission verifications
Claims Flow Refactor
Complete rewrite from Flows to Apex code, tested comprehensively to validate both new functionality and serve as regression testing for security changes
Requirements Excellence
The QA team drove requirements quality through rigorous back-and-forth sessions with Business Analysts and developers to align user stories, manuals, and existing Flow implementations. This prevented downstream defects caused by unclear or conflicting requirements.
Pragmatic Tooling
CSE adapted tooling to match the task:
Azure DevOps (ADO) for complex Claims Flow testing with controlled Shared Steps and parameterization
Excel trackers with conditional formatting for high-volume security verifications
SharePoint for collaboration and artifact management
ADO dashboards for stakeholder visibility and progress tracking
Results & Business Impact
Successfully delivered all three parallel development streams within the 6-month engagement
Cleared the entire bug backlog
Smooth production deployment with minimal post-launch issues
Achieved system stability for planned 2-year low-maintenance mode
“Our clients are reporting less overall issues from their agents, and the functionality items that were refactored continue to work as expected. After 1.5 weeks of monitoring post-deployment, I think we can call [it] a massive success.”
Client Testimonials
“It was an absolute privilege to have worked with you. You have really set the bar higher for all of us. I don’t think I’m overstating this by saying that you and your team were instrumental in our success.”
“You and your team were fundamental to our success. Thank you for the long hours and dedication.”
Key Capabilities Demonstrated
Staff Augmentation Excellence
Rapid mobilization of 6 skilled testers with seamless resource adjustments
Strategic Advisory
Guided development approach and sequencing to enable successful delivery
Test Leadership at Scale
Managed 17-person distributed team across multiple organizations
Complex Domain Mastery
Quickly understood intricate multi-level approval process and workflow complexity
Salesforce Expertise
Deep technical knowledge of Service Cloud, Flows, Apex, and Omni-Channel
Mission-Critical Quality
Zero-tolerance approach for government compliance and payment accuracy