The Maryland Department of Disabilities is a cabinet-level agency dedicated to advancing policy and services for people with disabilities. Within the department, the Maryland Assistive Technology Program operates under federal mandate to ensure individuals of all ages and disabilities have access to essential assistive technology.
The program administers a low-interest financing initiative that enables residents to purchase critical equipment — from eye gaze communication systems and Braille devices to adapted vehicles and wheelchair-accessible home modifications.
To support and scale this mission, the department modernized its financing operations with Creatio’s agentic platform, transforming a fragmented desktop-based system into a centralized digital case management and reporting environment that strengthens efficiency, governance, and compliance.
Key Deliverables
End-to-End Application & Board Workflow Automation
Centralized Reporting & Compliance Infrastructure
Digital-First Case Management
Transforming Manual
Governance in a High-Stakes
Financing Program
Previously, the Maryland Department of Disabilities relied on a locally installed database tied to individual computers, with no centralized, cloud-based access. Data resided on specific machines rather than in a unified environment, limiting visibility and collaboration.
Preparing documentation for board review required significant manual effort. Email communication operated separately from the database, paper files remained embedded in the workflow, and federal and state reporting was labor-intensive. The fragmented setup increased the risk of data inconsistencies and version control issues.
Each loan application requires rigorous financial review, including coordination with external lenders, credit score tracking, debt-to-income analysis, and formal board approval. From intake to final review, the process typically spanned one to two weeks and involved multiple internal steps and stakeholder touchpoints. The legacy system lacked the flexibility, transparency, and scalability needed to support these demands.
Re-Envisioning Financing
Operations with Agentic
Automation
Creatio was initially introduced to centralize program data, establishing a digital foundation for the financing initiative. As operational demands evolved, the department expanded its use of the platform, moving beyond data management toward full workflow orchestration.
In partnership with Keen360, Creatio’s partner, the team reimagined how the platform could support the entire financing lifecycle. Together, they transformed the environment into a structured end-to-end operational engine — redesigning workflows, automating board coordination, strengthening reporting capabilities, and embedding compliance controls directly into daily processes.
With Creatio, the whole process lives in one place, in one system. We don’t have to dig around in emails or paper files anymore. It saves a significant amount of time and helps ensure that the information we’re working with is accurate.
Delivering Transparency, Accuracy, and Faster Decisions
Operating within a tightly structured public-sector environment, the department has significantly strengthened efficiency, transparency, and governance across its financing program.
Each application now moves through a fully traceable digital workflow. Board materials are generated and distributed directly from the system, voting outcomes are captured automatically, and all documentation and communication are centralized within a single record.
Reporting is essential for our financing board and for meeting our state and federal requirements. With Creatio, it’s streamlined, and we know the data is up to date and accurate.
What was once a fragmented, multi-step administrative process is now a controlled, auditable digital operation that supports faster decisions while reinforcing compliance and accountability. The system redesign was executed with minimal disruption, with restructuring completed in just a few days once implementation began.
Key Operational Gains
Full Visibility
End-to-end visibility across the full application-to-approval lifecycle
Smart Oversight
Embedded governance with automated board documentation and vote capture
Centralized record keeping eliminatig manual reconciliation
Lower Overhead
Reduced administrative burden across compliance and reporting workflows
Full Visibility
A fully digital, audit-ready environment supporting funding accountability
A Platform Built
for Public Sector Agility
Modernizing technology in the public sector is not just about digitization, it is about creating systems that staff can realistically use every day without adding complexity. For the Maryland Assistive Technology Program, usability was critical.
We want technology that pretty much anybody can use. You don’t want it to be complicated or convoluted. Creatio has been very streamlined and intuitive to what we need.
By centralizing applications, board decisions, documentation, and reporting into a single environment, the platform eliminated fragmentation while strengthening governance and transparency. Staff no longer move between disconnected tools or paper files — everything is visible, structured, and accessible within one system.
This experience aligns with broader public sector findings from Nucleus Research, which show that government organizations replacing legacy systems with Creatio accelerate delivery timelines by 88%, improve cross-department visibility, and reduce IT overhead. For agencies operating under federal mandates and funding accountability, the combination of intuitive design, structured governance, and scalable no-code architecture provides a durable foundation for long-term modernization.
About Keen360
Keen360 specializes in transforming customer-facing and citizen-facing operations for its clients with Creatio’s no-code, AI-native platform. The firm offers pre-configured, industry-specific Creatio applications for public sector, life sciences and solution selling (i.e., B2B / B2G selling). Keen360 is based in the U.S. with an office in Guyana.
