Cúram Software: Transforming social services and empowering citizens

In today’s digital-first world, ordering everything from groceries to dinner takes just a few clicks. So why does accessing government and social services still feel frustratingly outdated?

For many citizens, especially those who need the help most, navigating traditional systems remains frustratingly complex, slow, and impersonal. Long wait times, endless repetitive paperwork, and opaque processes often stand between people and the help they need.

How can we bridge the gap between outdated government systems and the seamless digital experiences people now expect? Enter Cúram Software, a true game-changer that's reshaping how citizens access vital support and how agencies deliver it.

Cúram Software is redefining that experience by putting citizens at the heart of service delivery. Through a user-centered, scalable, and secure platform, Cúram simplifies access to essential services as shown in fig 1, while enabling governments and service organizations to deliver more personalized, efficient, and transparent support.

Let’s explore how Cúram Software is changing the game—both for citizens and the agencies that serve them.

Making social services simpler, smarter, and more human

1. Seamless access from anywhere

The challenge: Traditionally, citizens must visit offices, fill out paperwork, and wait in uncertainty.

The Cúram advantage: A responsive, mobile-friendly platform allows individuals to apply for benefits, upload documents, and check the status of the application anytime, anywhere.

How it helps: Increases accessibility for underserved populations—rural, elderly, disabled, or time-constrained individuals—who may struggle with physical visits.

2. Streamlined, error-free applications

The challenge: Complicated forms and missing information often delay services.

The Cúram advantage: An intuitive application experience walks the user step-by-step through the process, minimizing errors and ensuring all documents are submitted correctly.

How it helps: Reduces processing times and frustration, improving the overall citizen experience.

3. Personalized, person-centered service delivery

The challenge: Social service systems often treat everyone the same—ignoring unique needs like mental health support, housing insecurity, or multi-benefit eligibility.

The Cúram advantage: Caseworkers can tailor services to each individual’s situation using a 360° view of the client within the platform.

How it helps: Ensures targeted, timely interventions so no one falls through the cracks.

4. Real-Time Updates and proactive notifications

The challenge: Citizens often wait weeks for updates or don’t know what happens next.

The Cúram advantage: Automated notifications (via text, email, or in-app alerts) keep users informed at every stage.

Why it matters: Builds trust through transparency and reduces anxiety from uncertainty.

Fig1: Benefits the citizen receives from a social agency

5. Empowerment through self-service

The challenge: Complex systems can make people feel powerless, especially those facing language or literacy barriers.

The Cúram advantage: A robust self-service portal lets users manage benefits, update personal info, and ask questions without relying on in-person support.

How it helps: Promotes dignity, autonomy, and confidence in the system.

6. Accessible and inclusive design

The challenge: Not all users have the same digital literacy or device access.

The Cúram advantage: Accessibility features like screen reader compatibility, language translation, and easy-to-use mobile interfaces ensure everyone can engage fully.

How it helps: Supports equity and inclusion in service delivery.

7. Secure by design

The challenge: Citizens worry about sharing sensitive personal data online.

The Cúram advantage: Built with robust encryption, access controls, and full compliance with GDPR, HIPAA, and other global privacy standards.

How it helps: Citizens’s data is protected at every step.

Why Cúram Stands Apart in the Market

When selecting the right tool for managing government programs and services, it’s important to find one that meets the specific needs of the public sector. These systems need to do more than just track information—they must handle complex eligibility rules, support case management, and work across different departments. There are several well-known platforms out there like Merative Cúram, Salesforce, ServiceNow, Microsoft Dynamics, and Oracle, but each one has its own strengths and limitations.

1. ServiceNow

ServiceNow has expanded into the public sector with its Now Platform. ServiceNow provides tools for case and knowledge management, citizen engagement, and IT operations, making it a strong alternative to Cúram for government agencies seeking agile, configurable platforms. Its low-code/no-code capabilities allow rapid development of case management and workflow solutions without deep coding expertise, and its cloud-native design ensures scalability and compliance with modern security standards. Although not purpose-built for social programs like Cúram, ServiceNow is often favored for its implementation speed and integration flexibility.

2. Salesforce (Public Sector Solutions)

Salesforce offers a robust CRM-based public sector solution through its Salesforce Government Cloud and Public Sector Solutions, which support case management, eligibility determination, benefits delivery, and constituent engagement. With a strong focus on user experience, mobile access, and integration via the Salesforce Platform, it empowers agencies to streamline services while maintaining compliance. Salesforce's AppExchange ecosystem also provides access to third-party applications tailored to specific public service functions. Although it may require more configuration than Cúram for complex social programs, Salesforce is often chosen for its innovation pace, strong analytics, and constituent-centric design.

3. Microsoft Dynamics 365

Microsoft Dynamics 365 is a popular choice for public sector organizations looking for integrated case management, CRM, and workflow automation. With modules for customer service, field service, and custom applications built through the Power Platform (PowerApps, Power Automate), Dynamics enables agile development of tailored solutions for social services, licensing, and enforcement. Its seamless integration with the broader Microsoft ecosystem (Azure, Office 365) gives it a strategic advantage in environments already using Microsoft products. Though not as specialized in social policy frameworks as Cúram, Dynamics 365 offers cost-effective scalability and strong interoperability.

4. Oracle Public Sector Community Development

Oracle offers a comprehensive suite for public sector operations, including community development, case management, and citizen engagement through its Oracle Public Sector Cloud. It enables government agencies to digitize permits, inspections, licensing, and benefit administration. Oracle's strength lies in its data management, analytics, and strong back-end performance for high-volume use cases. While Cúram excels in complex policy-driven eligibility and social benefit delivery, Oracle is often selected for jurisdictions prioritizing high configurability, performance, and advanced reporting capabilities.

5. Tyler Technologies

Tyler Technologies provides software specifically tailored for the public sector, including solutions for courts, law enforcement, and human services. Its Tyler Human Services platform offers case management and eligibility tools that rival parts of Cúram's core functionality, though typically for smaller-scale implementations. Tyler’s solutions are often favored by municipal and state agencies seeking comprehensive tools for local government administration. While not as comprehensive in social policy modeling as Cúram, Tyler is known for its strong customer service and deep domain expertise in government processes.

Fig 2: Social program management implementations worldwide by vendor

Cúram Software: The future of citizen-centric social services

Cúram by Merative is a purpose-built solution for government social programs, offering out-of-the-box support for complex eligibility rules, benefit administration, and full case management lifecycles. Cúram is specifically designed for human services, reducing customization time and ensuring compliance with government regulations. Its built-in policy modeling, audit capabilities, and proven success in large-scale public sector implementations make it a more efficient and reliable choice for agencies delivering social benefits and support services.

As shown in fig 2, while many digital service platforms support government operations, Cúram is unique in how it blends citizen empowerment with enterprise-grade functionality. Here are the key differentiators that set it apart:

End-to-end case management

Cúram supports the full client lifecycle—from intake to resolution—within a single, unified platform.

Differentiator: Competitors often require separate tools for intake, tracking, and reporting.

Personalization at scale

Cúram adapts services based on real-world needs, not rigid workflows.

Differentiator: Other platforms often use one-size-fits-all processes, limiting effectiveness.

Real-time transparency

Instant application status tracking and alerts give users peace of mind.

Differentiator: Many systems rely on outdated communication methods and lagging updates.

Self-service with accessibility built-in

Cúram’s self-service tools are designed for real-world users—from mobile-only individuals to those needing assistive tech.

Differentiator: Accessibility isn’t an afterthought, it’s core to the user experience.

Advanced analytics and reporting

Service providers can track outcomes, performance, and citizen engagement with powerful built-in dashboards.

Differentiator: Empowers data-driven decision-making across agencies.

Seamless integration with legacy systems

Cúram plays well with existing IT infrastructure, avoiding the need for total system replacement.

Differentiator: Reduces cost and accelerates time to value.

Scalable and future-ready

As needs grow, so does Cúram with built-in support for AI, automation, and new technologies.

Differentiator: Designed to evolve alongside digital government transformation.

How Cúram has helped Social Service organizations or government agencies?

Cúram by Merative has significantly transformed the way social service and government agencies operate across the world.

• As a purpose-built platform for human services, it is currently used in over 20 countries—including the US, Canada, UK, Australia, Ireland, and Denmark—supporting more than 80 government programs globally.
• Its core strength lies in enabling integrated case management, automating complex eligibility rules, and delivering a citizen-centric service experience.
• By offering real-time dashboards, dynamic workflow automation, and multi-channel access (web, mobile, call centers), Cúram empowers both caseworkers and citizens alike.

Cúram Software's impact: Some examples

New York State implemented Cúram in its Integrated Eligibility System to streamline Medicaid, SNAP, and TANF services, which resulted in faster case decisions, fewer errors, and improved regulatory compliance.

The platform has also driven cost and time efficiency, with some agencies reporting up to a 40% reduction in administrative workload.

Ireland’s Department of Social Protection modernized its welfare services using Cúram, which has significantly reduced the claim processing times and resulted in substantial cost savings. Cúram is also known for its flexibility in supporting rapid policy change, as demonstrated during the COVID-19 pandemic, while ensuring compliance with standards such as GDPR and HIPAA.

Australia's deployment of the platform in disability and aged care programs under the National Disability Insurance Scheme (NDIS) further highlights its capability to manage complex service delivery and adapt to evolving policy requirements.

Fig 3: Estimated cost savings from Cúram by Merative Implementation in different regions

Cúram's self-service capabilities promote transparency and citizen empowerment by allowing individuals to:

• Apply for benefits online
• Track their application status
• Receive automatic recommendations for other eligible programs

The measurable impact has been substantial: agencies have reported a 30–50% reduction in case resolution time, millions in annual operational savings, automation of over 90% of eligibility determinations, and significantly improved citizen satisfaction. Overall, Cúram by Merative stands out as a robust and trusted solution for governments seeking to modernize their social programs, improve service delivery, and adapt swiftly to changing public needs.

Global adoption and reach

Countries and programs:

Cúram by Merative is used in over 12 countries and jurisdictions, is available in 14 languages, and supports over 970 government programs, serving approximately 187 million citizens annually.

Notable Implementations:

• Canada: As part of the Government of Canada’s Benefits Delivery Modernization program, the Old Age Security benefit went live in June 2023, onboarding its first group of 600,000 benefits clients.
• Ontario, Canada: Cúram has been implemented in four separate projects across Ontario, including the Ministry of Children, Community and Social Services, Ontario Developmental Services, Child Protection Information Network, and Ministry of Colleges and Universities.
• Clark County, Nevada, USA: The Clark County Social Service Department selected Cúram as the basis for the Automated Case Management and Eligibility System (ACES) to replace its legacy benefits system.
• South Carolina, USA: The South Carolina Department of Health and Human Services deployed Cúram to implement its Member Management System (MMS) to determine Medicaid eligibility.
• Hamburg, Germany: Between 2011 and 2013, IBM delivered a youth and general social affairs system called JUS-IT in Hamburg, delivering modernized youth services, basic security, social assistance, and housing allowance across the state

Innovation and technology investments

AI and Cloud integration: Merative is actively investing in integrating artificial intelligence, advanced analytics, and cloud-based deployment models into the Cúram platform. This integration enhances scalability and performance, ensuring agencies can deliver faster, smarter, and more personalized services to citizens.

Outward-facing solutions: Cúram is becoming increasingly outward-facing. This shift enables seamless collaboration with partner organizations, improves accessibility through mobile-first designs, and offers modular upgrades to keep pace with evolving policy and citizen needs.

Measurable impact

• Case resolution time: Agencies have reported a 30–50% reduction in case resolution time after implementing Cúram.
• Administrative cost savings: Implementations have led to millions in annual operational savings for agencies.
• Eligibility determination: Over 90% of eligibility determinations have been automated, increasing efficiency and accuracy.
• User satisfaction: Post-implementation surveys indicate a significant increase in user satisfaction, with some agencies reporting up to a 60% improvement.

The bottom line: A better system for everyone

Cúram by Merative is carving its niche in the social services landscape, outpacing rivals through relentless innovation. Merative’s strategic investment in artificial intelligence, advanced analytics, and cloud-based deployment enhances Cúram’s scalability and performance, enabling agencies to deliver faster, smarter, and more personalized services to citizens. From a technology and solution perspective, Cúram is becoming increasingly outward-facing—enabling seamless collaboration with partner organizations, improving accessibility through mobile-first designs, and offering modular upgrades to keep pace with evolving policy and citizen needs.

Already deployed in over 20 countries and across 80+ government programs, Cúram by Merative is trusted by a wide range of national and regional agencies across health, employment, child welfare, disability services, and income support. Its deep-rooted presence in regions such as North America, Europe, and Asia-Pacific demonstrates the platform’s reliability and flexibility in addressing diverse policy landscapes and operational complexities. These strategic advancements and global implementations continue to position Cúram as a forward-looking leader in the public sector digital transformation space.

References:

1. Merative – IBM Cúram Overview 
2. IBM Announcement Letter – Cúram Social Programs Software 
3. CIO.com – IBM Health and Social Program Strategy 
4. Merative Whitepaper – AI and the Future of Cúram 
5. Wikipedia – Cúram Software