Client Background: ICAS World

Established in 1987, ICAS World is a leading provider of Employee Assistance Programs (EAP), offering counseling and support services to enhance employee well-being and organizational performance. With a presence in over 155 countries and services available in 66 languages, ICAS World supports more than 1,500 companies and 6.3 million members and their families. In January 2022, ICAS World was acquired by Lyra Health, a prominent provider of innovative workforce mental health solutions, to expand global mental health care services.

Project Objectives

ICAS World sought to develop a comprehensive digital platform to deliver accessible and culturally responsive mental health resources to employees worldwide. The primary objectives were:

• Partner: Choose the technology partner to ICAS and Lyra to develop all future EAP systems.
• Global Accessibility: Create an application operable in over 83 countries, supporting more than 50 languages, including complex scripts like Arabic and East Asian languages.
• Multi-Platform Compatibility: Ensure seamless functionality across web and mobile platforms to accommodate diverse user preferences.
• Real-Time Communication: Facilitate instant interactions between employees and clinicians through integrated video calls, booking systems, and live chat features.
• Content Delivery: Provide a repository of articles and videos accessible to users, tailored to their specific needs and preferences.
• Back-Office Portal: Develop an administrative interface for efficient management of content, user interactions, and system configurations.

Our Solution

To meet these objectives, our team at Velocity engineered a robust and scalable solution utilizing advanced technologies:

• Frontend Development: Employed Angular with Capacitor.js to build a responsive and intuitive user interface compatible with both web and mobile platforms.
• Backend Infrastructure: Developed a C# backend integrated with a suite of Azure services, including:
  • Azure Message Queues: Managed asynchronous communication and task processing.
  • API Management and Gateways: Secured and streamlined API integrations.
  • Virtual Private Networks (VPNs): Ensured secure data transmission across global networks.
  • Azure SQL Databases and Storage: Handled data storage and management efficiently.
  • SignalR: Enabled real-time functionalities such as live chat and notifications.
• Integration with Microsoft Teams: Implemented seamless video call capabilities between employees and clinicians, enhancing accessibility to support services.
• Booking System: Developed a feature for employees to schedule appointments directly into clinicians’ calendars, improving the efficiency of service delivery.
• Content Management: Utilized Azure Cognitive Search to index and retrieve articles and videos, providing users with personalized and relevant resources.
• Back-Office Portal: Created an administrative dashboard for managing user data, content, and system settings, facilitating smooth operation and maintenance.

Results and Outcomes

The deployment of the EAP application and back-office portal has significantly enhanced ICAS World’s ability to deliver mental health services globally:

• Expanded Reach: The application operates effectively in over 83 countries, supporting a diverse user base with content available in more than 50 languages.
• User Engagement: The multi-platform compatibility and user-friendly interface have led to increased employee engagement with mental health resources.
• Efficient Service Delivery: Real-time communication features and integrated booking systems have streamlined interactions between employees and clinicians, reducing response times and improving user satisfaction.
• Content Accessibility: The robust content management system ensures employees have easy access to a wealth of articles and videos, fostering continuous learning and support.
• Administrative Efficiency: The back-office portal empowers ICAS World staff to manage operations effectively, ensuring the platform remains responsive to user needs.

Through this collaboration, Velocity has enabled ICAS World to reinforce its commitment to enhancing employee well-being on a global scale, leveraging technology to provide accessible and culturally attuned mental health support. Velocity is responsible for hosting and maintaining this global platform and doing all ongoing development.