WPS Military and Veterans Health (MVH) was operating 4 portals – 2 beneficiary portals and 2 provider portals–that offered multiple challenges. From an organizational perspective, simple updates were complex, time-consuming, and usually required additional involvement from the IT team. Workflows to update content were complex, product updates were difficult and performance at times was unacceptable. From a user point of view, the portals were confusing to navigate, locating information was difficult, users often had to revert to paper-based transactions, and submissions by providers were less than satisfactory.