CASE STUDY • RISK & GOVERNANCE
Risk, Governance &
Program Integrity
GitHub Education • Contract
Strengthening onboarding, renewals, eligibility verification, documentation, and program controls while designing a scalable response to emerging program-integrity risk.
SCALE & IMPACT
THE CHALLENGE
Consistency is a control.
High-volume eligibility programs depend on reviewers making consistent, traceable decisions.
I identified areas within onboarding and renewal workflows where review standards and documentation were not sufficiently standardized.
Some applications contained detailed verification while others contained limited documentation. Renewal decisions similarly lacked a consistent record explaining why an institution had passed review.
These inconsistencies created operational risk: decisions were harder to trace, duplicate or ineligible participation was more difficult to prevent, and escalation review required additional investigation.
ONBOARDING GOVERNANCE
Standardizing eligibility verification.
I created clearer standards defining what reviewers should verify, what types of organizations were eligible or ineligible, and how the evidence supporting a decision should be documented.
I also standardized how verification was recorded both with the application and within the internal issue created following an approval.
The objective was not to add unnecessary administrative work. It was to ensure that another reviewer or escalation owner could understand what had been reviewed and why the resulting decision had been made.
RENEWAL GOVERNANCE
Creating traceable renewal decisions.
Renewal reviews did not have a standardized method for recording how or why an institution passed review.
I incorporated structured review documentation into the team's repository issue templates so the rationale behind renewal decisions became part of the workflow itself.
Variable Documentation
Review completed with limited consistency in recording evidence or rationale.
Structured Review Record
Standardized verification notes embedded directly into the operational workflow.
DATA QUALITY & CONTROL
Addressing gaps before they became customer escalations.
Renewal operations relied on Salesforce reporting to identify institutions approaching renewal.
I discovered that the existing reporting could omit institutions requiring review, potentially resulting in gaps in service and customer escalations.
I taught myself the necessary Salesforce reporting functionality and created a more reliable report that improved the team's ability to identify institutions requiring renewal review.
reduction in unnecessary renewal volume following improvements to renewal criteria and workflows.
PROGRAM INTEGRITY
Designing a scalable response to emerging risk.
When the Platform Health team identified increased fraudulent participation, the program needed an efficient way to evaluate a population of more than 2,500 institutions.
I proposed an approach designed to balance the need for thorough review with operational efficiency and cost.
The initiative was also an opportunity to look beyond remediation. As issues were identified, I evaluated where stronger preventative measures could be incorporated into onboarding and renewal workflows.
Detect
Recognize patterns indicating potential program risk.
Investigate
Establish a scalable review methodology.
Remediate
Address inappropriate or invalid participation.
Standardize
Strengthen verification and documentation.
Prevent
Use lessons learned to strengthen future controls.
MY APPROACH
Good governance should make the correct process easier to follow—not simply add more steps.
My focus was on building controls directly into existing workflows through clearer criteria, standardized documentation, stronger reporting, and more consistent verification.