How AI-powered ML Models Helps Run Unemployment Claims Verification at Scale

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With unemployment application submissions reaching record numbers over the past year, state and local agencies in the United States have faced the challenge of processing unprecedented numbers of claims per week. The digital infrastructure most agencies have in place is unable to handle this volume, resulting in constituents waiting longer, and bad actors taking advantage of vulnerable systems. The Department of Labor Inspector General estimates that $63 billion in claims distributed is either an improper payment or fraud.
Validating claims also requires secure data sharing with other agencies for document and identity verification. Government leaders need a way to allow case adjudicators to quickly and confidently release backlogged claims, integrate with existing systems, and segment legitimate claims from potentially fraudulent ones — all within limited government budgets — securely and at scale.
Implementing a fraud detection solution on Google Cloud
States were under pressure to release payments, while also filtering out potentially fraudulent claims. SpringML and Google Cloud developed a framework to give adjudicators a reliable verification process that quickly filters potentially fraudulent claims, while processing the remaining claims so benefits reach citizens in a timely manner. SpringML and Google Cloud, applied AI-powered machine learning models to detect anomalous patterns in large datasets. Using Google Cloud tools, SpringML implemented a solution to streamline workflows, improve efficiencies, automate processes and identify potentially fraudulent claims.
SpringML used a variety of Google Cloud products to deliver a fraud detection solution, including:
- Google Cloud Storage to store and manage data
- BigQuery to store tabular data and BigQuery Machine Learning (BQML) to conduct machine learning on that data
- AutoML solutions to build predictive models and risk scoring
- Visualization tools such as Looker and Data Studio to present data and help government leaders make informed decisions.
Implementing machine learning to detect improper payments allows agencies to classify claims as “fraud” or “not fraud” based on the number of flags, as well as prioritize the most urgent claims. Deploying intelligent virtual agents to handle frequently asked questions meant that live agents could focus their time on more challenging cases.
Even once the pandemic is behind us, there will be bad actors trying to take advantage of overwhelmed or legacy systems. We’ve identified a few best practices for agencies managing enormous case loads and looking to improve improper payment analytics:
- Move your systems to the cloud. Many on-premises legacy systems can’t update their applications and scale to meet the volume of claims. Moving to a cloud environment enables rapid solution deployment and ingestion of large amounts of data without fear of overloading the system. The cloud scales with you–cost-effectively and securely.
- Understand patterns in the data. The answer is always in the data — we used deep analysis to help uncover suspicious patterns in large data sets. We implemented unsupervised machine learning to learn behaviors and create configurable rules that adjust to new information that comes into the system. We can uncover patterns that are likely associated with fraud – ones that a human might have missed.
- Use AI/ML tools to automate your existing systems and teams. These tools enable humans to work smarter and more efficiently. We automate anomaly detection and create dashboards for adjudicators to rapidly process claims. We are enabling the Wisconsin Department of Workforce Development by implementing automatic calculations and processing of recharge amounts, resulting in faster processing times and fewer human errors. Proactive fraud detection and timely calculation of recharge payment allowed DWD to ensure the benefits reached the right individuals.
- Build flexibility into your systems. We discovered that fraud patterns change over time. For instance,flags for fraud during March-May 2020 were vastly different from those we found in June-July 2020. Google Cloud tools make it easy to continually update algorithms to detect patterns and integrate external data sources.
Using Google Cloud tools, we can update digital infrastructure and incorporate machine learning best practices to help organizations efficiently process large volumes of claims and identify high probability fraudulent ones. SpringML provides consulting and implementation services and industry-specific analytics solutions that deliver high-impact business value to accelerate data-driven digital transformation. Learn more about fraud detection and how to improve improper payments analytics by watching our webinar.
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Trusted Collaboration for Hybrid Workplace with Google Workspace
Hybrid workspace need high levels of security, data privacy, and trust for seamless collaboration across workforce. As we navigate to the new normal, your enterprise can learn about the security and privacy specific innovations Google Workspace utilizes to help customers realize powerful, trusted, cloud-native collaboration.
Strategic Consulting, Training & Implementation Guidelines with Public Sector PSO Helps Governments Stay Compliant

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Did you know that by 2025, enterprise IT spending on public cloud computing will overtake traditional IT spending? In fact, 51% of IT spend in application software, infrastructure software, business process services, and system infrastructure will transition to the public cloud, compared to 41% in 20221.. As enterprises continue to rapidly shift to the cloud, government agencies must prioritize and accelerate security and compliance implementation.
In May 2021, the White House issued an Executive Order requiring US Federal agencies to accelerate cloud adoption, embrace security best practices, develop plans to implement Zero Trust architectures, and map implementation frameworks to FedRAMP. The Administration’s focus on secure cloud adoption marks a critical shift to prioritizing cybersecurity at scale. Google Cloud’s Public Sector Professional Services Organization (PSO) has committed to helping customers meet security and compliance requirements in the cloud through specialized consulting engagements.
Accelerating Authority to Operate (ATO)
The Federal Risk and Authorization Management Program (FedRAMP) was established in 2011 as a government-wide program that promotes the adoption of secure cloud services across the federal government. FedRAMP provides a standardized approach to security and risk assessment for cloud technologies and federal agencies. US Federal agencies are required to utilize and implement FedRAMP cloud service offerings as part of the “Cloud First” federal cloud computing strategy.
While Google Cloud provides a FedRAMP-authorized cloud services platform and a robust catalog of FedRAMP-approved products and services (92 services and counting), customers are still tasked with achieving Agency ATO for the products and services they use, and Google Cloud provides many resources to assist customers with this journey. Google Cloud’s FedRAMP package can be accessed by completing the FedRAMP Package Access Request Form and submitting it to info@fedramp.gov. Additionally, customers can use Google’s NIST 800-53 ATO Accelerator as a starting point for documenting control implementation. Finally, Google Cloud’s Public Sector PSO offers the following strategic consulting engagements to help customers streamline the Agency ATO process.
- Cloud Discover: FedRAMP is a six-week interactive workshop to support customers that are just getting started with the ATO process on Google Cloud. Customers are educated on FedRAMP fundamentals, Google’s security and compliance posture, and how to approach ATO on Google Cloud. Through deep-dive interviews and design sessions, PSO helps customers craft an actionable ATO plan, assess FedRAMP readiness, and develop a conceptual ATO boundary. This engagement helps organizations establish a clear understanding and roadmap for FedRAMP ATO on Google Cloud.
- FedRAMP Security Review is a ten to twelve week engagement that aids customers in FedRAMP operational readiness. PSO consultants perform detailed FedRAMP architecture reviews to identify potential gaps in NIST 800-53 security control implementation and Google Cloud secure architecture best practices. Findings from the security reviews are shared with the customer along with configuration guidance and recommendations. This engagement helps organizations prepare for the third-party or independent security assessment that is required for FedRAMP ATO.
- Cloud Deploy: FedRAMP is a multi-month engagement designed to help customers document the details of their FedRAMP System Security Plan (SSP) and corresponding NIST 800-53 security controls, in preparation for Agency ATO on Google Cloud at FedRAMP Low, Moderate, or High. PSO collaborates with customers to develop a detailed technical infrastructure design document and security control matrix capturing evidence of the FedRAMP system architecture, security control implementation, data flows and system components. PSO can also partner with a third-party assessment organization (3PAO) or an independent assessor (IA) to support customer efforts for FedRAMP security assessment. This engagement helps customer system owners prepare for Agency ATO assessment and package submission.
Developing a Zero Trust Strategy
In addition to providing FedRAMP enablement, Public Sector PSO has partnered with the Google Cloud Chief Information Security Officer (CISO) team to assist organizations with developing a zero trust architecture and strategy.
Zero Trust Foundations is a seven-week engagement co-delivered by Google Cloud’s CISO and PSO teams. CISO and PSO educate customers on zero trust fundamentals, Google’s journey to zero trust through BeyondCorp, and defense in depth best practices. The CISO team walks customers through a Zero Trust Assessment (ZTA) to understand the organization’s current security posture and maturity. Insights from the ZTA enable the CISO team to work with the customer to identify an ideal first-mover workload for zero trust adoption. Following the CISO ZTA, PSO facilitates a deep-dive Zero Trust Workshop (ZTW), collaborating with key customer stakeholders to develop a NIST 800-207 aligned, cloud-agnostic zero trust architecture for the identified first-mover workload. The zero trust architecture is part of a comprehensive zero trust strategy deliverable that is based on focus areas called out in the Office of Management and Budget (OMB) Federal Zero Trust Strategy released January 2022.
Scaling Secure Cloud Adoption with PSO
Public Sector PSO enables customer success by sharing our technical expertise, providing cloud strategy, implementation guidance, training and enablement using our proven methodology. As enterprise IT, operations, and organizational models continue to evolve, our goal is to help government agencies accelerate their security and compliance journeys in the cloud. To learn more about the work we are doing with the federal government, visit cloud.google.com/solutions/federal-government.
Monitoring and defending threats in the cloud

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As your organization transitions from on-premises to hybrid cloud or pure cloud, how you think about threat detection must evolve as well—especially when confronting threats across many cloud environments. A new foundational framework for thinking about threat detection in public cloud computing is needed to better secure digital transformations.
Because these terms have had different meanings over time, here’s what we mean by threat detection and detection and response. A balanced security strategy covers all three elements of a security triad: prevention, detection, and response. Prevention can improve, but never becomes perfect. Despite preventative controls, we still need to be on the lookout for threats that penetrate our defenses. Finding and confirming malicious activities, and automatically responding to them or presenting them to the security team constitutes detection and response.
Vital changes impact the transition from the traditional environment to the cloud and affect three key areas:
- Threat landscapes
- IT environment
- Detection methods
First, threat landscapes change. This means new threats evolve, old threats disappear, and the importance of many threats changes. If you perform a threat assessment on your environment and then migrate the entire environment to the public cloud, even if you use the lift and shift approach, the threat assessment will look very different. MITRE ATT&CK Cloud can help us understand how some threat activities apply to public cloud computing.
Second, the entire technology environment around you changes. This applies to the types of systems and applications you as a defender would encounter, but also to technologies and operational practices. Essentially, cloud as a realm where you have to detect threats is different —this applies to the assets being threatened and technologies doing the detecting. Sometimes cloud looks to traditional “blue teams” as some alien landscape where they would have only challenges. In reality, cloud does bring a lot of new opportunities for detection. The main theme here is change, some for the worse and some for the better.
After all, cloud is
- Usually distributed—running over many regions and data centers
- Often immutable—utilizes systems that are replaced, rather than updated
- Ephemeral uses workloads often created for the task and then removed
- API driven—enabled by pervasive APIs
- Centered on identity layer—mostly uses identities and not just network perimeter to separate workloads
- Automatically scalable—able to expand with the increasing workload
- Shared with the provider
Sometimes the combination of Distributed, Immutable, and Ephemeral cloud properties is called a DIE triad. All these affect detection for the cloud environment.
Third, telemetry sources and detection methods also change. While this may seem like it’s derived from the previous point we made, that’s not entirely true. For some cloud services, and definitely for SaaS, a popular approach of using an agent such as EDR would not work. However, new and rich sources of telemetry may be available—Cloud Audit Logs are a great example here.
Similarly, the expectation that you can sniff traffic on the perimeter, and that you even will have a perimeter, may not be entirely correct. Pervasive encryption hampers Layer 7 traffic analysis, while public APIs rewrite the rules on what a perimeter is. Finally, detection sources and methods are also inherently shared with the cloud provider, with some under cloud service provider control while others are under cloud user control.
This leads to several domains where we can and should detect threats in the cloud.

Let’s review a few cloud threat detection scenarios.
Everybody highlights the role of identity in cloud security. Naturally, it matters in threat detection as well—and it matters a lot. While we don’t want to repeat the cliche that in a public cloud you are one IAM mistake away from a data breach, we know that cloud security missteps can be costly. To help protect organizations, Google Cloud offers services that automatically and in real-time analyze every IAM grant to detect outsiders being added—even indirectly.
Detecting threats inside compute instances such as virtual machines (VM) using agents seems to be about the past. After all, VMs are just servers, right? However, this is an area where cloud brings new opportunities. For example, VM Threat Detection allows security teams to do completely agentless YARA rule execution against their entire compute fleet.
Finally, products like BigQuery require new ways of thinking about detecting data exfiltration. Security Command Center Premium detects queries and backups in BigQuery that would copy data to different Google Cloud organizations.
Naturally, some things stay the same in the cloud. These include broad threat categories such as insiders or outsiders; steps in the cyber exploit chain such as coarse-grained stages of an attack; and the MITRE ATT&CK Tactics are largely unchanged. It is also likely that broad detection use cases stay the same.
What does that mean for the defenders?
When you move to the cloud, your threats and your IT change—and change a lot.
This means that using on-premises detection technology and approaches as a foundation for future development may not work well.
This also means that merely copying all your on-premise detection tools and their threat detection content is not optimal.
Instead, moving to Google Cloud is an opportunity to transform how you can achieve your continued goals of confidentiality, integrity, and availability with the new opportunities created by the technology and process of cloud.
Call to action:
- Listen to “Threat Models and Cloud Security” (ep12)
- Listen to “What Does Good Detection and Response Look Like in the Cloud? Insights from Expel MDR” (ep72)
- Listen to “Cloud Threats and How to Observe Them” (ep69) and read the related blog “How to think about cloud threats today”
- Review how to test cloud detections
- Read the guidance on cloud threat investigation with SCC and Chronicle
Fully-managed-zero-trust Security Solution, Traffic Director Integrated with CA Service

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We created Traffic Director to bring to you a fully managed service mesh product that includes load balancing, traffic management and service discovery. And now, we’re happy to announce the availability of a fully-managed zero-trust security solution using Traffic Director with Google Kubernetes Engine (GKE) and Certificate Authority (CA) Service.
When platform administrators and security professionals think about modernizing their applications with a forward-looking security posture, they look for “zero-trust” security. This security posture is based on few fundamental blocks:
- A means of allocating and asserting service identity (for example, using X.509 certificates)
- Mutual authentication (mTLS) or server authentication (TLS)
- Encryption for all traffic flows (TLS encryption)
- Authorization checks and minimal privileges
- Infrastructure to make all of the above manageable and reliable
Traffic Director does this by integrating with CA Service, a highly available private CA which issues private certificates expressing service identities, and provides a managed mTLS certificate infrastructure with full certificate lifecycle management. Together, these solve both certificate issuance and CA rotation complexities.
With Traffic Director managing your service-to-service security, you can now enjoy end-to-end encryption, service-level authentication and granular authorization policies for your service mesh.

With this new capability, you can now:
- Implement mutual TLS (mTLS) and TLS between your services, including certificate lifecycle management. Communications within your mesh are authenticated and encrypted.
- Enable identity-based authorization, as well as authorization based on other parameters (such as the request method). These concepts underpin role-based access controls (RBAC) and enable you to take a “least privileges” stance where only authorized services can communicate with each other based on ALLOW/DENY rules.
mTLS is supported whether you’re using Envoy or proxyless gRPC for your service mesh. Authorization support for proxyless gRPC is coming later this year. Check out our documentation to learn more and get started with Envoy or proxyless gRPC.
Highmark & Google’s Secure-by-design Technique to Bring the Living Health Solution to Life

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In an industry as highly regulated as healthcare, building a single secure and compliant application that tracks patient care and appointments at a clinic requires a great deal of planning from development and security teams. So, imagine what it would be like to build a solution that includes almost everything related to a patient’s healthcare, including insurance and billing. That’s what Highmark Health (Highmark)—a U.S. health and wellness organization that provides millions of customers with health insurance plans, a physician and hospital network, and a diverse portfolio of businesses–decided to do.
Highmark is developing a solution called Living Health to re-imagine healthcare delivery, and it is using Google Cloud and the Google Cloud Professional Services Organization (PSO) to build and maintain the innovation platform supporting this forward thinking experience. Considering all the personal information that different parties like insurers, specialists, billers and coders, clinics, and hospitals share, Highmark must build security and compliance into every part of the solution.
In this blog, we look at how Highmark Health and Google are using a technique called “secure-by-design” to address the security, privacy, and compliance aspects of bringing Living Health to life.
Secure-by-design: Preventive care for development
In healthcare, preventing an illness or condition is the ideal outcome. Preventive care often involves early intervention—a course of ideas and actions to ward off illness, permanent injury, and so on. Interestingly, when developing a groundbreaking delivery model like Living Health, it’s a good idea to take the same approach to security, privacy, and compliance.
That’s why Highmark’s security and technology teams worked with their Google Cloud PSO team to implement secure-by-design for every step of design, development, and operations. Security is built into the entire development process rather than waiting until after implementation to reactively secure the platform or remediate security gaps.
It’s analogous to choosing the right brakes for a car before it rolls off the assembly line instead of having an inspector shut down production because the car failed its safety tests. The key aspect of secure-by-design is an underlying application architecture created from foundational building blocks that sit on top of a secure cloud infrastructure. Secure-by-design works to ensure that these building blocks are secure and compliant before moving on to development.
The entire approach requires security, development, and cloud teams to work together with other stakeholders. Most importantly, it requires a cloud partner, cloud services, and a cloud infrastructure that can support it.
Finding the right cloud and services for secure-by-design
Highmark chose Google Cloud because of its leadership in analytics, infrastructure services, and platform as a service. In addition, Google Cloud has made strategic investments in healthcare interoperability and innovation, which was another key reason Highmark decided to work with Google. As a result, Highmark felt that Google Cloud and the Google Cloud PSO were best suited for delivering on the vision of Living Health—its security and its outcomes.
“Google takes security more seriously than the other providers we considered, which is very important to an organization like us. Cloud applications and infrastructure for healthcare must be secure and compliant,” explains Highmark Vice President and Chief Information Security Officer, Omar Khawaja.
Forming a foundation for security and compliance
How does security-by-design with services work? It starts with the creation and securing of the foundational platform, allowing teams to harden and enforce specified security controls. It’s a collaborative process that starts with input from cross-functional teams—not just technology teams—using terms they understand, so that everyone has a stake in the design.
A strong data governance and protection program classifies and segments workloads based on risk and sensitivity. Teams build multiple layers of defense into the foundational layers to mitigate against key industry risks. Google managed services such as VPC Service Controls help prevent unauthorized access. Automated controls such as those in Data Loss Prevention help teams quickly classify data and identify and respond to potential sources of data risk. Automation capabilities help ensure that security policies are enforced.
After the foundational work is done, it’s time to assess and apply security controls to the different building blocks, which are Google Cloud services such as Google Kubernetes Engine, Google Compute Engine, and Google Cloud Storage. The goal is to make sure that these and similar building blocks, or any combination of them, do not introduce additional risks and to ensure any identified risks are remediated or mitigated.
Enabling use cases, step by step
After the foundational security is established, the security-by-design program enables the Google Cloud services that developers then use to build use cases that form Living Health. The service enablement approach allows Highmark to address complexity by providing the controls most relevant for each individual service.
For each service, the teams begin by determining the risks and the controls that can reduce them. The next step is enforcing preventive and detective controls across various tools. After validation, technical teams can be granted an authorization to operate, also called an ATO. An ATO authorizes the service for development in a use case.
For use cases with greater data sensitivity, the Highmark teams validate the recommended security controls with an external trust assessor, who uses the HITRUST Common Security Framework, which maps to certifications and compliance such as HIPAA, NIST, GDPR, and more. A certification process follows that can take anywhere from a few weeks to a few months. In addition to certification, there is ongoing monitoring of the environment for events, behavior, control effectiveness, and control lapses or any deviation from the controls.
The approach simplifies compliance for developers by abstracting compliance requirements away. The process provides developers a set of security requirements written in the language of the cloud, rather than in the language of compliance, providing more prescriptive guidance as they build solutions. Through the secure-by-design program, the Highmark technology and security teams, Google, the business, and the third-party trust assessor all contribute to a secure foundation for any architectural design with enabled Google Cloud services as building blocks.
Beating the learning curve
Thanks to the Living Health project, the Highmark technology and security teams are trying new methods. They are exploring new tools for building secure applications in the cloud. They are paying close attention to processes and the use case steps and, when necessary, aligning different teams to execute. Because everyone is working together collaboratively toward a shared goal, teams are delivering more things on time and with predictability, which has reduced volatility and surprises.
The secrets to success: Bringing everyone to the table early and with humility
Together, Highmark and Google Cloud PSO have created over 24 secure-by-design building blocks by bringing everyone to the table early and relying on thoughtful, honest communication. Input for the architecture design produced for Highmark came from privacy teams, legal teams, security teams, and the teams that are building the applications. And that degree of collaboration ultimately leads to a much better product because everyone has a shared sense of responsibility and ownership of what was built.
Delivering a highly complex solution like Living Health takes significant, more purposeful communication and execution. It is also important to be honest and humble. The security, technology, and Google teams have learned to admit when something isn’t working and to ask for help or ideas for a solution. The teams are also able to accept that they don’t have all the answers, and that they need to figure out solutions by experimenting. Khawaja puts it simply, “That level of humility has been really important and enabled us to have the successes that we’ve had. And hopefully that’ll be something that we continue to retain in our DNA.”
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