TEAM 19 CONSULTING

ALBERT CHEN, JOHN FEDORONKO, KEVIN LAKE, BILL MARTING, JAMIE ZACKAVITCH

State of PennsiconsinDepartment of Health Services

Imaging Project

Project Overview

The State of Pennsiconsin submitted a Request for Proposal to Team 19’s Consultants regarding their Division of Health Services

Pennsiconsin’s DHS was looking for a way to improve their customer service, current workflow was bulky and complicated

DHS’s document imaging workflow was very succeptable to mistakes and slowed the verification process of health service applicants, with a haphazard way of transferring information from paper to a scanned document.

Team Objectives

Assess the situationDesign a cost-effective and time-effective

solutionAssess project needs and stakeholdersImplement project and Solution that fits

DHS’s budget and requirements

Business Case

Purpose: To administer Medical Assistance programs and Food

Stamps Our Objective

Improve customer service Create a streamlined workflow of a forward verifications system

Assumptions/Constraints Support of current employees Integrate

Options Develop an entirely new process for verification of documents Modify the current process to integrate an automated system Remain the same

Reasons

Phase 1 - Description

Background Food Stamps and Medical Assistance Verification

Permanent Transitional

Objectives Find new ways of verifying clients Design a new workflow Improve customer service

Challenges Integrating new system into Fax

server, customer portal, EMS and ECF

Updating county agencies without disrupting operational activities

Phase 1 - Solution

Self-scan & FaxAutomation

Capture Indexing Storage

Update Customer Portal Self-scanning capabilities Online submission

Develop imaging workflow

Phases 2 & 3 - Description

Physical constraints of moving a scanner to the front lobby

Concerns of customers standing in line to get their documents scanned.

Lack of monitoring and reporting if moving to an electronic work model.

Not enough scanners each office; costs of buying additional scanners.

Phases 2 & 3 - Solution

This was not a big issue because the scanners were easily moved with the right equipment.

Offer the option for customer to scan their documents at home or at a local scanner.

With the new electronic work model caseworkers will be able to log-in and change documents as needed making it easier to monitor and report changes.

Was not needed with clients being able to scan in their documents from home or locally.

Prototype Demonstration

DHS Worker Document Scanning Portal

Make sure to have all documents in hand, and scan them in the correct order and only one at a time. Place the desired information facing the bed of the scanner, aligned in the top left-hand corner of the scanner as shown below.

1. Birth Certificate2. Social Security Card

Proof of Identity

Proof of Income

1. Recent Pay Stub2. Bank Statement

State of Pennsiconsin DHS Online Aid Application Form

First Name: Noah

Last Name: Halpert

Middle Initial: A

Age: 21

SSN: *** ** ****

Welcome to the DHS Online application for aid. You will be asked to fill in all of the fields, all are required. After that you will have the option to scan any verification documents you may have, or alternatively, you can mail them to your local DHS county office.

Address:

1805 Cliffe Hill WayPotomac, MD 20854

Upload your scanned application:

Welcome to the online document upload site. Here you can use your home scanner to scan and upload your documents to us for quick and easy verification, or you may choose to skip and mail your documents instead.Instructions: Upload only 1 scan per category (Proof of Identity/Proof of Income)

1. Birth Certificate2. Social Security Card

Proof of Identity

Proof of Income

1. Recent Pay Stub2. Bank Statement

Enter Case #:

213255

DHS Worker Case Lookup

In order to ease the current workload on employees, you can simply enter the case number of a current case to view all files, scans and documents regarding a particular case, instead of going through paper files.

Information retrieved:

1. Birth Certificate Scan

2. DHS Aid Application

3. Customer upload of Social Security Card

Phases 4 & 5 - Description

Expansion of Medical Assistance ProgramsGovernor requesting expanded programs and condensed schedule

Reasons H1N1 Influenza cases increasing Improve coverage for those receiving and those eligible for

benefits from the DHS Allow for faster system updating

Revisions to Scope July 2010

June 25, 2010 – Employee training $100,000

Phases 4 & 5 - Solution

Expansion of Medical Assistance ProgramsIntegrating new request into current project progression

RFC - Scope Project timeline Budget

Increased hours Automated system Risk register

Close-Out Met time and budget constraints Met goals

Improved customer service Efficiency

Risks

Risks: Security of Electronic Case File and customer documents Software compatibility with current hardware Employees unable to adapt to new workflow New system not profitable Permanent loss of documents due to system failures

Problems Encountered: Employee training cut short Project deadline pushed up three months Customers adapting to new online portal System testing was cut short False documents submitted online

Lessons Learned

Communication was essentialTeamwork was crucial to project successBudget plays a big role in completing project

on timeUsing Microsoft Project throughout was very

helpful