navigating the gateway to public services for connecticut residents modernizing client service...

Navigating the Navigating the Gateway to Public Gateway to Public

Services Services for Connecticut for Connecticut

ResidentsResidents

Modernizing Client Service Delivery Through Technology

Revised 09/30/2010

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What Do We Do?What Do We Do?• The Connecticut Department of Social The Connecticut Department of Social

Services administers over 90 programs that Services administers over 90 programs that make a difference in the lives of make a difference in the lives of approximately 750,000 residents of our state approximately 750,000 residents of our state annually.annually.

• Our mission is to:Our mission is to:• Meet basic needs of food, shelter, economic Meet basic needs of food, shelter, economic

support and health care.support and health care.• Promote and support the choice to live with dignity Promote and support the choice to live with dignity

in one's own home and community.in one's own home and community.• Promote and support the achievement of economic Promote and support the achievement of economic

viability in the workforce.viability in the workforce.

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• WeatherizationWeatherization

• ChildcareChildcare

• Connecticut Homecare Connecticut Homecare Program for EldersProgram for Elders

• Traumatic Brain InjuryTraumatic Brain Injury

• Grandparents as Parents Grandparents as Parents (GAPS) (GAPS)

• Housing AssistanceHousing Assistance

• Teen Pregnancy Prevention Teen Pregnancy Prevention

• Elderly Nutrition ProgramElderly Nutrition Program

• Economic ViabilityEconomic Viability

• Social WorkSocial Work

• Child SupportChild Support

• Health Care Health Care • HUSKY, Charter Oak, HUSKY, Charter Oak,

Medicaid, SNAP Medicaid, SNAP

• Vocational Rehabilitation Vocational Rehabilitation ServicesServices

• Winter Heating AidWinter Heating Aid

• Fatherhood InitiativeFatherhood Initiative

And many other services and And many other services and programsprograms

What Do We Do?What Do We Do?

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How Do We Do It?How Do We Do It?

• With a workforce that is dedicated to serving the With a workforce that is dedicated to serving the people of Connecticut.people of Connecticut.

• With formalized partnerships with non-profits such as With formalized partnerships with non-profits such as 2-1-1, the Community Action Agencies and the Area 2-1-1, the Community Action Agencies and the Area Agencies on Aging, with health care providers such as Agencies on Aging, with health care providers such as the hospitals and the Federally Qualified Health the hospitals and the Federally Qualified Health Centers, and a host of other community organizations.Centers, and a host of other community organizations.

• With a commitment to the programs we administer, With a commitment to the programs we administer, the services we provide and to the people of this the services we provide and to the people of this state.state.

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The Changing LandscapeThe Changing Landscape• DSS, with assistance and support from the non-DSS, with assistance and support from the non-

profits, is the bridge that links services to people. profits, is the bridge that links services to people.

• Children, families, single adults, people with disabilities and Children, families, single adults, people with disabilities and many others who need health care, food, shelter, temporary many others who need health care, food, shelter, temporary financial assistance, heat and other help from Connecticut’s financial assistance, heat and other help from Connecticut’s safety net.safety net.

• We are helping more and more people every day.We are helping more and more people every day.

• We have challenges in staffing, technology, and We have challenges in staffing, technology, and physical plant.physical plant.

• Our challenges create barriers to efficient and Our challenges create barriers to efficient and effective service to Connecticut residents.effective service to Connecticut residents.

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DSS administers a host of state programs and varied federal programs. The federally funded programs through the federal HHS-CMS, USDA-FNS, HHS-ACF, and others have divergent and complex eligibility rules.

Social Service Programs ContinueSocial Service Programs ContinueTo Grow In ComplexityTo Grow In Complexity

• The eligibility processes require DSS staff to navigate the services to find coverage for the person while maximizing revenue reimbursements.

• For example, processing long-term care applications requires consideration of assets, income, citizenship, medical condition, and requires coordination with federal agencies, financial institutions, hospitals, skilled nursing facilities, community based providers, attorneys, relatives….and the list goes on and on.

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• State and Federal Program regulations require State and Federal Program regulations require DSS to prioritize certain types of cases for DSS to prioritize certain types of cases for presumptive eligibility or expedited processing. presumptive eligibility or expedited processing.

• Assisting people to find a path to employment Assisting people to find a path to employment has become difficult in this economic climate. has become difficult in this economic climate.

• While employment rates are dropping, federal While employment rates are dropping, federal work participation rate requirements continue. work participation rate requirements continue.

• Reporting requirements are overlapping, Reporting requirements are overlapping, complex and time-consuming.complex and time-consuming.

Social Service Programs ContinueSocial Service Programs ContinueTo Grow In ComplexityTo Grow In Complexity

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Applications On The RiseApplications On The Rise

Application Activity 2007 - 2009

395,744434,242

487,845

-

50,000

100,000

150,000

200,000

250,000

300,000

350,000

400,000

450,000

500,000

2007 2008 2009

Over 23% 2009 gain over 2007

Over 12% 2009 gain over 2008

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Need In Connecticut Is IncreasingNeed In Connecticut Is Increasing

720,364

747,923

797,923

680000

700000

720000

740000

760000

780000

800000

2007 2008 2009

Average Annual Recipients by SFY

Average Annual Recipients 2007 - 2009

1010

Comparing Staffing Levels to Comparing Staffing Levels to ActivityActivity

-

100,000

200,000

300,000

400,000

500,000

600,000

February 2008 February 2009 February 2010

Assistance Units

Monthly ApplicationActivityEligibility Staff

Monthly Comparison of Active ‘Assistance Units’ and

Application Activity to Eligibility Staff

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Call Volume Is TremendousCall Volume Is Tremendous

702,762

701,421

704,153

702,535

699,000

700,000

701,000

702,000

703,000

704,000

705,000

Nov-09 Dec-09 Jan-10 Feb-10

Sampling of Monthly Incoming Calls to Six DSS Offices

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Why Why Modernize?Modernize?

• Currently, DSS does not have the staffing and Currently, DSS does not have the staffing and sophisticated technology to best serve the sophisticated technology to best serve the residents of Connecticut.residents of Connecticut.

• Our systems and programs are complex and made Our systems and programs are complex and made more difficult by the patchwork of technology and a more difficult by the patchwork of technology and a dated business model.dated business model.

• Legislators, advocates, providers, federal partners, Legislators, advocates, providers, federal partners, other human service partners and, most of all, the other human service partners and, most of all, the people in the communities we serve, share our people in the communities we serve, share our belief that we can do better with new technology.belief that we can do better with new technology.

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• The The Raymond vs. RowlandRaymond vs. Rowland settlement agreement settlement agreement created groundwork for a new infrastructure supported created groundwork for a new infrastructure supported by cutting-edge technology that will revolutionize our by cutting-edge technology that will revolutionize our client service delivery system through Universal Design.client service delivery system through Universal Design.

• Universal Design includes a broad-spectrum of solutions Universal Design includes a broad-spectrum of solutions that create environments that are usable and effective that create environments that are usable and effective for everyone, including people with disabilities.for everyone, including people with disabilities.

• Universal DesignUniversal Design• Impacts the Physical, Communication, and Information Impacts the Physical, Communication, and Information

environments of DSS.environments of DSS.

• To insure that the people we serve and in particular people with To insure that the people we serve and in particular people with disabilities (cognitive and physical) are able to successfully disabilities (cognitive and physical) are able to successfully interact with our systems.interact with our systems.

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• In Order To Successfully Implement In Order To Successfully Implement Universal Design ForUniversal Design For• Improved Client AccessImproved Client Access• Better Quality OutcomesBetter Quality Outcomes• Enhanced Customer ServiceEnhanced Customer Service• Cost ReductionCost Reduction• Create a Technological Framework for Create a Technological Framework for

the Futurethe Future

Modernization Is CriticalModernization Is Critical


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We Have To Do BetterWe Have To Do Better• We recognize and acknowledge We recognize and acknowledge

• Limited access/entry pointsLimited access/entry points• Outdated facilities…costly facility storage Outdated facilities…costly facility storage • Inadequate phone systemsInadequate phone systems• Dated business model Dated business model • In need of technologyIn need of technology• Limited staffingLimited staffing• Lack of ease for community partners to assist in client servicesLack of ease for community partners to assist in client services

• We looked at what was working successfully in other statesWe looked at what was working successfully in other states• Visited FL facilities and reviewed the operationsVisited FL facilities and reviewed the operations• Spoke in depth with officials from other states that have Spoke in depth with officials from other states that have

implemented implemented • PA, MA, WI, CAPA, MA, WI, CA

• Held and continue to hold focus groups across CTHeld and continue to hold focus groups across CT• Staff at all levels of DSS are involved in workgroups for Staff at all levels of DSS are involved in workgroups for

implementationimplementation

Modernization is a comprehensive response to the Modernization is a comprehensive response to the issues we face and provides a framework for issues we face and provides a framework for

expansionexpansion

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It’s Time For ModernizationIt’s Time For Modernization

• It’s time to make changes to our business It’s time to make changes to our business model and utilize the technology available model and utilize the technology available to support positive change.to support positive change.

• Modernization will streamline our business Modernization will streamline our business processes and as it does, your agencies processes and as it does, your agencies and clients will gainand clients will gain• Quicker response timeQuicker response time• Ability to self-serveAbility to self-serve• AccessAccess

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DSS

Services

Web Front-End

Call Center

Service Center

IVR

Process Center

Doc Imaging

Dedicated Units

Community Partners

Community Partners

Modernization of Client Service Modernization of Client Service DeliveryDelivery

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ModernizationModernization

Meeting the ChallengeMeeting the Challenge

Web Web

Front EndFront End

Limited HoursLimited HoursLimited Entry Limited Entry PointsPointsLimited AccessLimited AccessPaper, Paper, Paper, Paper, PaperPaper

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Meeting the ChallengeMeeting the Challenge - - Web Front EndWeb Front End

• Our response is a web-based application similar to Our response is a web-based application similar to online banking. A web-based front-end will online banking. A web-based front-end will interface with our eligibility management system. interface with our eligibility management system. Creates “anywhere” access for applications, Creates “anywhere” access for applications, redeterminations, and case information via the redeterminations, and case information via the internet. internet.

• Through the use of Web Front-End, an individual: Through the use of Web Front-End, an individual: • Can apply or conduct his/her redetermination onlineCan apply or conduct his/her redetermination online• Can report changes online.Can report changes online.• Can find out the status of his/her benefitsCan find out the status of his/her benefits

Literally from anywhere whereLiterally from anywhere wherethere is internet access.there is internet access.

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• Allows people to submit an application or comply Allows people to submit an application or comply with program rules through the redetermination with program rules through the redetermination process without having to come to a DSS office.process without having to come to a DSS office.

• Other states like Pennsylvania, Florida and Wisconsin Other states like Pennsylvania, Florida and Wisconsin have had great success and residents report greater have had great success and residents report greater and easier access to services. and easier access to services.

• Other states report community partners play a Other states report community partners play a critical role in providing that access. critical role in providing that access.

• Wisconsin reports 40% of its applications are Wisconsin reports 40% of its applications are submitted through the web front-end, ACCESS.submitted through the web front-end, ACCESS.

Meeting the ChallengeMeeting the Challenge - - Web Front EndWeb Front End

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Modernization – Modernization – Meeting the Meeting the ChallengeChallenge

Paper, Paper, Paper, Paper, PaperPaper

Document Manageme

nt

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Meeting the ChallengeMeeting the Challenge – – Document Document ManagementManagement

• Document Management will simplify access to Document Management will simplify access to documents through the use of scanning and documents through the use of scanning and indexing. indexing.

• Paper documents and other files will be sent to a Paper documents and other files will be sent to a central repository for scanning and DSS staff will central repository for scanning and DSS staff will be able to access documents almost be able to access documents almost immediately from their desktop computer. immediately from their desktop computer.

• Document management will also allow for the Document management will also allow for the implementation of workflow. implementation of workflow.

• Documents will be scanned and indexed to Documents will be scanned and indexed to a person’s case. a person’s case.

• Once a document is received, an electronic Once a document is received, an electronic work order is created, the work is assigned work order is created, the work is assigned to a DSS staff person through the use of to a DSS staff person through the use of technology, the DSS staff process the technology, the DSS staff process the application, redetermination, or change.application, redetermination, or change.

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• A Document Management System will A Document Management System will process the approximately 3.7 million process the approximately 3.7 million pages per month (44 million pages per pages per month (44 million pages per year) – our current volume. year) – our current volume.

• Document management will eliminate Document management will eliminate wasted time for workers searching for wasted time for workers searching for paper and clients replacing lost paper and clients replacing lost documents. documents.

• We will be able to access information the We will be able to access information the moment we need it, wherever we need it.moment we need it, wherever we need it.

WITHOUT TOUCHING WITHOUT TOUCHING PAPER !!!!PAPER !!!!

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• This will improve timeliness, customer satisfaction and This will improve timeliness, customer satisfaction and quality assurance.quality assurance.

• Massachusetts reports that health assistance Massachusetts reports that health assistance application processing time was reduced by 50% with application processing time was reduced by 50% with the implementation of a document management the implementation of a document management system.system.

• Community partners no longer have to assist clients Community partners no longer have to assist clients with the task of locating paperwork to resubmit with the task of locating paperwork to resubmit to DSS because it has been lost. to DSS because it has been lost.

• No more frustrated clients who can’t No more frustrated clients who can’t get their cases processed because get their cases processed because of misplaced forms or documentation.of misplaced forms or documentation.


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Modernization –Modernization – Meeting the Meeting the ChallengeChallenge

Physical Physical PlantPlant

Inadequate to Inadequate to address high address high volume and volume and movement of movement of peoplepeople

Processing Centers

Service Centers

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Meeting the ChallengeMeeting the Challenge – – Processing Processing CentersCenters

• Processing Centers will be a part of Processing Centers will be a part of the current regional offices. the current regional offices.

• The DSS staff will be providing the The DSS staff will be providing the case maintenance functions such as case maintenance functions such as processing redeterminations and processing redeterminations and applications, TANF activities for applications, TANF activities for time limited program participants, time limited program participants, processing computer matches, and processing computer matches, and managing Long-Term Care Cases.managing Long-Term Care Cases.

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The regional offices will also be The regional offices will also be Service Centers.Service Centers.

Service Centers will provide access to Service Centers will provide access to self-service tools, as well as the self-service tools, as well as the opportunity for one-on-one assistance.opportunity for one-on-one assistance.

Service Centers will be redesigned to Service Centers will be redesigned to accommodate people with a variety of accommodate people with a variety of disabilities, including: cognitive, disabilities, including: cognitive, physical, auditory and visual.physical, auditory and visual.

As more and more people take As more and more people take advantage of DSS services via the advantage of DSS services via the phone or internet, the volume of phone or internet, the volume of people who come to a DSS service people who come to a DSS service center will diminish.center will diminish.

Meeting the ChallengeMeeting the Challenge – – Service CentersService Centers

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Regional offices will be redesigned to facilitate self-Regional offices will be redesigned to facilitate self-service activities.service activities.

• Computers to apply or complete a redetermination online.Computers to apply or complete a redetermination online.

• Phones to be connected directly to Call Centers in Phones to be connected directly to Call Centers in 3 CT locations.3 CT locations.

• Fax machines to send documents to the document Fax machines to send documents to the document management center for indexing.management center for indexing.

• Self service areas will be supported with DSS Self service areas will be supported with DSS staff to assist people who prefer to use these systems.staff to assist people who prefer to use these systems.


DSS staff will be available to see people DSS staff will be available to see people who want to or need to be seen as a result who want to or need to be seen as a result of the program they are on or applying for.of the program they are on or applying for.

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• Some people will still need to be seen by Some people will still need to be seen by DSS staff. DSS staff.

• Certain types of programs such as SAGA Certain types of programs such as SAGA cash and time-limited TFA require people cash and time-limited TFA require people to see an eligibility worker.to see an eligibility worker.

• People may need extra support to be able People may need extra support to be able to apply for or stay on our programs.to apply for or stay on our programs.

• People with physical or cognitive disabilities People with physical or cognitive disabilities may need or prefer a face to face contact.may need or prefer a face to face contact.

• People may prefer to see a DSS staff People may prefer to see a DSS staff person.person.

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Modernization –Modernization – Meeting the Meeting the ChallengeChallenge

Interactive Interactive Voice Voice

Response Response (IVR)(IVR)

Phone SystemsPhone Systems Differ from office to Differ from office to

officeoffice Cannot direct callers to Cannot direct callers to

appropriate staffappropriate staff Voicemail not able to Voicemail not able to

manage volume of callsmanage volume of calls

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Meeting the Challenge – Meeting the Challenge – IVRIVR• When a client calls, they have the option of

speaking to a worker, or using the new “IVR” (available in English and Spanish).

• Organizations, public and private, are increasingly turning to IVR to reduce the cost of common questions, service, inquiry and support calls to and from their organization.

• IVR allows the use of pre-recorded voice prompts and menus to present information and options to callers, and touch-tone telephone keypad entry to gather responses without the intervention of staff.

• Enables a caller to access specific case information, general program information, or connect to a DSS worker.

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• People can call and request to have People can call and request to have forms mailed to them, for example, forms mailed to them, for example, applications, redeterminations, applications, redeterminations, change reports and budget change reports and budget verifications; check the status of their verifications; check the status of their case; verify that their mail was case; verify that their mail was received by us and other steps.received by us and other steps.

• With these types of calls, that do not With these types of calls, that do not require an interaction between the require an interaction between the caller and a DSS staff person, IVR will caller and a DSS staff person, IVR will save time for both the caller and DSS.save time for both the caller and DSS.

• Callers who need more specific Callers who need more specific information will be directed to a DSS information will be directed to a DSS staff person at a virtual Call Center.staff person at a virtual Call Center.

Meeting the Challenge – Meeting the Challenge – IVRIVR

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• Successful Child Support IVR system within DSS for Successful Child Support IVR system within DSS for approximately 8 years. approximately 8 years.

• IVR provides real-time access to child support IVR provides real-time access to child support information for custodial parties, noncustodial information for custodial parties, noncustodial parents, employers, other state child support parents, employers, other state child support agencies, and the general public. agencies, and the general public.

• Approximately 185,000 calls per month are currently Approximately 185,000 calls per month are currently processed by the IVR with only 4% of callers processed by the IVR with only 4% of callers opting out to a customer service representative. opting out to a customer service representative.

• Since implementation, the number of individuals Since implementation, the number of individuals utilizing the IVR has increased. utilizing the IVR has increased.

• Enhancements to available information and IVR script Enhancements to available information and IVR script has substantially reduced the need for customer has substantially reduced the need for customer service assistance.service assistance.


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• If a caller wants or needs to speak with a DSS staff person, If a caller wants or needs to speak with a DSS staff person, there will be a seamless transfer. there will be a seamless transfer.

• The call will be handled in most instances by an eligibility The call will be handled in most instances by an eligibility worker, who can respond to the concern of the caller and worker, who can respond to the concern of the caller and process any change on his/her case.process any change on his/her case.

• In most instances, the calls are eligibility related. In the case of In most instances, the calls are eligibility related. In the case of medical providers or other types of calls, the caller will be medical providers or other types of calls, the caller will be transferred to the appropriate area of DSS.transferred to the appropriate area of DSS.

• Call centers will be a part of our current regional offices.Call centers will be a part of our current regional offices.

• Three locations across the state to provideThree locations across the state to providenecessary system redundancy.necessary system redundancy.

• People call in to one toll-free number and call can bePeople call in to one toll-free number and call can beresponded to from anywhere.responded to from anywhere.

• Does not require new offices.Does not require new offices.


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Modernization –Modernization – Business Model Business Model ChangesChanges

• A refined business model supported with new refined business model supported with new technology provides additional supports to insure technology provides additional supports to insure access and efficiency. access and efficiency.

• Service Centers – the regional offices will be Service Centers – the regional offices will be available for clients and our partners. available for clients and our partners.

• Processing Centers – located in the regional Processing Centers – located in the regional offices staff will be dedicated to the case offices staff will be dedicated to the case maintenance functions that are needed to maintenance functions that are needed to maintain eligibility. maintain eligibility.

• Dedicated units – specialized work like that of the Dedicated units – specialized work like that of the current Regional Processing Units, will be current Regional Processing Units, will be administered with dedicated DSS staff to account administered with dedicated DSS staff to account for the complexities of TFA, LTC, and the RPU. for the complexities of TFA, LTC, and the RPU.

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Lessons From Other StatesLessons From Other States

• WisconsinWisconsin• CHIP program (Badgercare) is up to 85% CHIP program (Badgercare) is up to 85%

internet access and only 15% paper. internet access and only 15% paper. • They are at 40% internet access with their other They are at 40% internet access with their other

programs. programs. • They also have about 50% of applications coming in with They also have about 50% of applications coming in with

documents as attachments, so they can be granted more documents as attachments, so they can be granted more quickly – no imaging required.quickly – no imaging required.

• MassachusettsMassachusetts• Massachusetts turnaround time on SNAP applications was Massachusetts turnaround time on SNAP applications was

12 days with paper, it has now been reduced to 7 days 12 days with paper, it has now been reduced to 7 days with web front-end (42% reduction in turnaround time). with web front-end (42% reduction in turnaround time).

• The web front-end has reduced premature closures as The web front-end has reduced premature closures as people can complete their redetermination online and people can complete their redetermination online and change addresses. change addresses.

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• Ohio Ohio • Once implemented, Ohio has used their web front-Once implemented, Ohio has used their web front-

end to reach people where they "work, live, play and end to reach people where they "work, live, play and pray." They have a mobile bus Ohio Benefit Bank pray." They have a mobile bus Ohio Benefit Bank similar to the Med D bus in CT that goes to events similar to the Med D bus in CT that goes to events and just has to plug into a site for people to apply, and just has to plug into a site for people to apply, complete redeterminations or interim changes.complete redeterminations or interim changes.

• All states that we talked to have found thatAll states that we talked to have found that • Community partners are able to play an augmented Community partners are able to play an augmented

role in helping people with the web front-end access. role in helping people with the web front-end access.

• Reduced mail costs – people have the option of Reduced mail costs – people have the option of receiving hard copies or getting an email to check receiving hard copies or getting an email to check their "my account" for a new notice, many opt for the their "my account" for a new notice, many opt for the email. email.

Lessons From Other StatesLessons From Other States

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Other StatesOther States

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• Started in September 2008.Started in September 2008.

• Steering committee with membership from Steering committee with membership from DSS and DOIT. DSS and DOIT.• DOIT role ensures that DSS is in compliance DOIT role ensures that DSS is in compliance

with business processes and technology standards. with business processes and technology standards.

• Developed business requirements – gathered Developed business requirements – gathered information about our current technologies, information about our current technologies, conducted a cost-benefit analysis and conducted a cost-benefit analysis and feasibility study, and developed functional feasibility study, and developed functional requirements.requirements.

Modernization Modernization ImplementationImplementation

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• Worked with our federal partners from the Worked with our federal partners from the Centers for Medicare & Medicaid Services Centers for Medicare & Medicaid Services (CMS)and USDA Food & Nutrition Service to (CMS)and USDA Food & Nutrition Service to acquire federal matching funds for the project.acquire federal matching funds for the project.• Required detailed documentation and a formal and Required detailed documentation and a formal and

lengthy approval process.lengthy approval process.• Developed and issued an RFP.Developed and issued an RFP.• Selected vendor and presently negotiating Selected vendor and presently negotiating

contract.contract.• Full implementation of Web Front-End, Document Full implementation of Web Front-End, Document

Management, IVR / Call Center and re-design of Management, IVR / Call Center and re-design of regional office structure is about 2 years away. regional office structure is about 2 years away. However, areas will be phased in, starting in the However, areas will be phased in, starting in the 3rd quarter of SFY 2011.3rd quarter of SFY 2011.

Modernization Modernization ImplementationImplementation

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MCSD Project TimelineMCSD Project Timeline

41

Month1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 …

1. IVR

2. My Account

3.Screening

4. Call Center

5a. Document Management

5b. My Account - DocMgmt

6. Intake

7a. Change Forms

7b. Renewal

Releases 1, 2, 3 Releases 4 &5 Release 6 Release 7

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Modernization Helps Modernization Helps EveryoneEveryone

• Technological Framework of the FutureTechnological Framework of the Future• Implement technologies to enhance public/client Implement technologies to enhance public/client

access and improve the quality and efficiency of access and improve the quality and efficiency of service delivery.service delivery.

• Utilize a strategic approach to ensure the Utilize a strategic approach to ensure the Modernization of Client Services solution Modernization of Client Services solution becomes the “framework for the future,” while becomes the “framework for the future,” while still leveraging the value of existing technology still leveraging the value of existing technology such as EMS. such as EMS.

• The approach allows for future expansion of The approach allows for future expansion of other programs in health and human services.other programs in health and human services.

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• Better ServiceBetter Service

• Case processing timeliness is expected to improve. Case processing timeliness is expected to improve.

• Work assignments will be routed to DSS via Work assignments will be routed to DSS via technology and they will be based upon due dates technology and they will be based upon due dates and other parameters such as expedited and other parameters such as expedited requirements. requirements.

• Eliminates/reduces the amount of paper that must Eliminates/reduces the amount of paper that must be submitted or resubmitted.be submitted or resubmitted.


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• Better ServiceBetter Service• DSS staff will have time to DSS staff will have time to

focus on meeting the specific focus on meeting the specific service needs of each person.service needs of each person.

• People may access most People may access most services in the way they prefer.services in the way they prefer.

• Changes in the physical, Changes in the physical, communication, and communication, and information environments will information environments will support successful interactions support successful interactions with DSS.with DSS.

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• ChoiceChoice

• Access to DSS services by phone, home Access to DSS services by phone, home or public computer, partner agency or public computer, partner agency or by coming to a service center.or by coming to a service center.

• An opportunity for our community partners to An opportunity for our community partners to assist clients with on-line application, assist clients with on-line application, redetermination, and interim changes.redetermination, and interim changes.

• Better real-time access for community Better real-time access for community partners to client information in order to partners to client information in order to better assist them with their questions and better assist them with their questions and concerns.concerns.

• Access anytime, anywhere in the state.Access anytime, anywhere in the state.


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• Cost ReductionCost Reduction• Improving procedures will help us reduce costs Improving procedures will help us reduce costs

associated with Quality Assurance, Fair associated with Quality Assurance, Fair Hearings, notices, etc..Hearings, notices, etc..

• Reduce space expenses associated with storing Reduce space expenses associated with storing physical documents.physical documents.

• Stronger PartnershipsStronger Partnerships• Easy and quick access to up to date Easy and quick access to up to date

eligibility and program information which eligibility and program information which can expedite services that you provide. can expedite services that you provide.

• People will receive benefits more quickly which People will receive benefits more quickly which should reduce pressure on partners to provide should reduce pressure on partners to provide emergency services.emergency services.


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Your Involvement Is CrucialYour Involvement Is Crucial

As Our PartnersAs Our Partners To participate in focus groups.To participate in focus groups. To assist us to get the message to To assist us to get the message to

users. users. Work with us through the transitions. Work with us through the transitions. Assist our common clients with access Assist our common clients with access

to new systems. to new systems. Provide feedback. Provide feedback.

4848Changing The Face Of DSSChanging The Face Of DSS

Questions?Questions?