Modern, Secure IT for the Benefit Programs Millions of Americans Depend On

Executive Summary

As benefits agencies prepare for rising workloads, evolving citizen expectations, workforce attrition, and increasing cyber threats, modernization has become a mission imperative. Infosys Public Services delivers a "Modernize Everything. Disrupt Nothing." approach that combines legacy modernization, AI-powered automation, cybersecurity, accessibility, and data transformation to help agencies improve service delivery while maintaining uninterrupted operations.

Backed by 900+ modernization engagements, experience supporting programs serving millions of beneficiaries, and industry recognition from HFS, IDC, Everest Group, and Forrester for leadership in AI, data modernization, and cybersecurity, Infosys helps agencies modernize mission-critical environments with greater resilience, security, efficiency, and citizen impact.

Modernization Can't Wait for the Next Crisis

The agency standing between tens of millions of Americans and the benefits they depend on cannot afford downtime, a data breach, or a service backlog - which is why Infosys Public Services pairs zero-disruption legacy modernization, round-the-clock cybersecurity operations, and AI-enabled automation into a single delivery model that keeps mission-critical mainframe systems running while making them faster, safer, and easier to use for both the public and the employees who serve them. As one of the nation's largest benefit programs prepares to absorb an influx of tens of millions of additional participants over the next decade, the technology behind it has to get more resilient, not just bigger.

The Pressure Points Every Large Benefits Agency Faces

1. A rising tide of participants, a workforce that isn't growing to match - An aging population is driving a decade-long surge in claims, eligibility, and service workloads with no guarantee that staffing or budgets grow to match.
2. Mission-critical systems that can never go dark - Decades-old mainframes built on COBOL, CICS, IDMS, and DB2 still decide whether a retiree or a person with a disability gets paid on time - systems too critical to pause, and too risky to rip and replace.
3. The nation's most sensitive personal data, under constant threat - Social Security numbers, wage histories, and medical records make these environments a persistent target - and federal oversight bodies have flagged legacy IT as a governmentwide risk precisely because aging systems are harder to defend.
4. Institutional knowledge walking out the door - Engineers who understand forty-year-old COBOL logic are retiring faster than they're replaced, and every undocumented departure risks losing business rules for good.
5. A public that expects digital-first, accessible service - A one-year, one-third cut to call-center wait times and claims backlogs proved the technology works and reset public expectations. Sustaining that pace, across every channel and ability level, is now the baseline.

Modernize Everything. Disrupt Nothing.

We believe modernization at this scale only succeeds when it's boring in the best possible sense: no rip-and-replace, no downtime, no bet-the-mission migrations.

Our approach, refined across three decades of mainframe services and validated in 900+ modernization engagements, is to accelerate what's already working, renew it for a digital-first public, and transform it into next-generation architecture only once the business case is proven, all while the data stays put and the service stays online.

We pair that discipline with human-centered design, so accessibility and usability are engineered in from the first workshop rather than retrofitted after launch, and with AI deployed as a force multiplier for the workforce, cutting the repetitive manual work that drives turnover and puts institutional knowledge at risk in the first place. Underneath all of it sits security operations that never sleep, because for agencies handling this much sensitive data, "good enough" cybersecurity isn't good enough.

A Proven System for Modernizing Mission-Critical Government IT

We have defined an integrated approach that combines accessibility, legacy modernization, cybersecurity, data modernization, and AI-powered workforce enablement to help government agencies transform with confidence.

Accessible Self-Service, Every Channel

Millions still call in because the digital option doesn't work for them. We build WCAG- and Section 508-compliant self-service - web, mobile, kiosks - so people with disabilities and aging users can get things done without waiting on hold. The same accessibility standards apply internally, for agency employees too.

Read more about Infosys Digital Experience offering

Steady, Low-Risk Legacy Modernization

Modernizing a decades-old mainframe doesn't mean moving sensitive data or ripping anything out. Our Accelerate–Renew–Transform framework works with COBOL, CICS, IDMS, and DB2 in place - re-hosting on IBM Z and z/OS, with select workloads on AWS GovCloud and ServiceNow's FedRAMP cloud. Generative AI helps engineers document legacy logic faster - a tool for the team, not a shortcut.

Read more about Infosys Application Modernization offering

Round-the-Clock Security Operations Center

Protecting sensitive citizen data starts with eyes on the network at all times. Our global Security Operations Centers deliver 24x7x365 monitoring, threat detection, and incident response, mapped to FISMA, NIST SP 800-53, and the NIST Risk Management Framework, catching threats before they become incidents, not at next year's audit.

Read more about Infosys Cyber Security offering

Data Integrity & One Trusted Source of Truth

Decades of siloed systems mean the same record can look different depending on which database you ask. Our teams reconcile records across Oracle, SQL Server, DB2, and mainframe stores into governed data warehouses, catching inconsistencies at the source. With one verified source of truth, fraud and improper-payment detection improves sharply.

Read more about Infosys Data Analytics and AI offering

Operational Efficiency, Workforce Productivity & Employee Experience

High turnover is costly when institutional knowledge walks out the door with every departure. We build structured onboarding, role-based training, and self-service knowledge tools that get new staff productive in weeks, not months, plus automation that frees experienced staff from repetitive work.

Read more about Infosys AI & Automation offering

Success Stories and Industry Recognition

Automated Benefits Selection for a Federal Benefits Program

A federal benefits administrator needed to help 260,000+ members navigate complex plan choices. We deployed automated tools to design and test benefit options, plus bots that streamline payment processing — cutting manual work and speeding decisions. Read more.

Independent Quality Assurance for a Statewide Benefits System

A state public-assistance consortium needed confidence its eligibility and case-management system worked across federal, state, and county programs. As independent QA partner, we monitor and advise on improvements for a system serving 6 million+ residents. Read more.

Hybrid-Cloud Modernization at National Scale

A national technology enterprise needed to modernize 20,000+ servers and 40,000+ network devices without disrupting service. We moved core workloads to a hybrid AWS/Azure/GCP cloud, added DevOps and modern cybersecurity, delivering 35%+ in annual savings. Read more.

Running a 900+ Application Global IT Estate, Securely

As prime contractor for a large enterprise's global IT estate - 900+ applications, 8,000 devices, 24x7 cybersecurity across 33 sites - we consolidated and automated operations, cutting total cost of ownership by roughly 45% with no uptime disruption. Read more.

Infosys continues to earn strong recognition from leading industry analysts for its AI, data, automation, cybersecurity, and digital experience capabilities. We have been recognized as a Leader or Market Leader by HFS, IDC, Forrester, and Everest Group across key areas including AI services, data modernization, analytics, and cybersecurity. Infosys Topaz has been specifically highlighted for driving an AI-first future, while the firm's digital experience services have also received recognition from IDC. These independent assessments reinforce Infosys' ability to help organizations accelerate innovation, modernize operations, strengthen cyber resilience, and deliver impactful digital experiences at scale.

Ready to modernize with a partner who's done this at scale?

Let's talk about how modernization, security, and accessible design can help you serve more people, faster.