CommuniCare Health Services is a large long-term care healthcare organization managing identity, access, and operational workflows across 140 facilities, thousands of employees, and a complex mix of clinical, administrative, and IT systems.
Every new hire, contractor, role change, or employee exit created manual provisioning work across disconnected systems. The team had to coordinate access across Active Directory, ServiceNow, Workday, Entra, ClickCare PCC, CHS Care, MedFlow, DocuSign, Office 365, and other internal applications. Equipment data was spread across four to five different systems, and there was no unified view of who had access to what.
They partnered with Empromptu AI to build a custom AI-powered Identity Governance and Administration application that could automate provisioning, unify device and access visibility, and create an audit-ready foundation for identity operations.
The Challenge - Manual identity management across 13 systems
CommuniCare’s identity environment included more than a dozen systems, each with its own data model, access rules, and operational requirements.
The team needed to manage:
- •New hire provisioning
- •Role changes
- •Department and facility changes
- •Employee exits
- •Active Directory placement
- •Entra access
- •ServiceNow workflows
- •Workday triggers
- •ClickCare PCC and clinical application access
- •CHS Care
- •MedFlow
- •DocuSign
- •Office 365
- •Security groups
- •Distribution groups
- •Device and equipment tracking
Some systems had APIs. Others required workflow automation or AI agents to perform tasks where no clean integration existed.
““This is an impossible system to scale without more automation being brought in.””
David Dissinger
CIO
The solution
CommuniCare engaged Empromptu AI to build a custom AI-powered IGA application that serves as a single provisioning and access management platform.
The application connects upstream and downstream systems through APIs where available, and uses AI agents or RPA-style workflows where no API exists. The goal was to automate the identity lifecycle while keeping the process visible, auditable, and configurable for CHS’s healthcare environment.
Empromptu AI delivered the application layer, workflow logic, integrations, automation, and AI agent infrastructure so CHS could move from manual provisioning to governed identity automation without buying and implementing a large legacy IGA platform.
ROI: Enterprise IGA Without the Enterprise IGA Price Tag
CommuniCare needed the outcome of a legacy identity governance platform without the cost, timeline, or rigidity of a traditional Okta or SailPoint-style implementation.
Empromptu AI gave CHS a faster path: a custom AI-powered IGA application built around their existing systems, workflows, facilities, and access rules.
Key takeaway
Empromptu AI beat the legacy IGA path by giving CHS a custom, audit-ready identity governance platform in months instead of a long, expensive enterprise software rollout.
As one CHS stakeholder put it:
“Even if the AI solution doesn’t work, it’s still a drop in the bucket of cost compared to what Okta would cost me.”
Bottom line: Empromptu AI helped CHS move from manual identity administration to scalable, AI-powered governance at a fraction of the expected cost of legacy IGA.