In January 2005, Maine introduced a new web-based Maine Medicaid Claims System designed to process $1.5 billion in annual Medicare claims and payments. The new program cost $25 million and was referred to as more secure, faster system that would track costs better and provide more accurate information on the status of claims. In a matter of days following the implementation of the new system, Craig Hitchings, director of information technology for the state of Maine’s Department of Human Services (DHS), knew something was seriously wrong.