MI Bridges to Improved Integrated Service Delivery: The Inside Scoop

Transcription

1 MI Bridges to Improved Integrated Service Delivery: The Inside Scoop Michigan Department of Health & Human Services Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life. 1

2 Agenda Welcome, Introductions, and Historical Context Integrated Service Delivery/MI Bridges Overview MI Bridges Portal Demonstration Utilization of MI Bridges Portal Community Partner Perspective MI Bridges: Plan for the Future & What s Next? 2

3 Integrated Service Delivery/MI Bridges Overview Paula Kaiser Van Dam, MDHHS

4 MI Bridges: Helping Michigan Residents Every Step of the Way Link: 4

5 Vision: Transform the Health and Human Services system to improve the lives of Michigan Families Strategic Objectives: Work with partners who support and aid people in achieving selfsufficiency and independence. Deliver services in ways that recognize and support the unique needs of each person. Educate and encourage individuals and communities to support healthy behaviors and lifestyles. 5

6 Integrated Service Delivery: A Three Year Transformation Integrated Service Delivery is a comprehensive, transformative effort to better integrate programs and improve customer service and outcomes. Program Focus Person Focus Transactional and enrollment focused Holistic, proactive, and preventative approach focused on outcomes Siloed service delivery that does not solve the root problem Government and communities collaborating to serve customers better Manual processes that add layers of duplication Program focus VS Highly automated, streamlined with selfservice capabilities Person focus Limited supports that focus on a finite segment Providing well-rounded, localized and targeted supports to maximize results Overloaded case workers Case workers focusing on people to improve outcomes 6

7 Government Perception vs Resident Experience Policy Process Services Resident 7

8 Integrated Service Delivery Approach Vision User Need and Insights Development and Implementation User Ideation Centered Process User Centered Process Employing a deliberate, user-centered process consistently (even when it s less than convenient) in Michigan s transformation work has been critical to achieving our vision in a meaningful way Flexibility and Adaptation Properly resourcing this approach, allowing for flexibility, and quickly adapting to feedback have been both a consistent challenge and a worthwhile investment 8

9 What We re Undertaking Now Modernized Self Service Portal: MI Bridges Developed a new online system which guides residents (and facilitates community partner assistance) through a process which assesses needs and connects them to resources, both state programs and community supports, that improve customer stability and makes available modern benefits self-service features. MI Bridges began use statewide in April Improved Paper Application Created a new paper-based application for public assistance programs which substantially shortens application time, reduces application complexity and improves processing time. The application began use statewide in January Efficient Task Based Processing Implementing a task-based casework system which delivers program eligibility determination and other casework processes in a more efficient and responsive manner. Improved Contact Center Technology Launched a streamlined customer contact point which better manages incoming phone calls and other contact types, in addition to offering more self-service options over the phone. 9

10 Universal Caseload Rollout All Universal Caseload offices use the same phone number: MI-DHHS County Begin Date Alcona May 21, 2018 Alpena May 21, 2018 Gratiot February 20, 2018 Iosco May 21, 2018 Mecosta/Osceola May 21, 2018 Montmorency May 21, 2018 Ogemaw May 21, 2018 Roscommon May 21, 2018 Shiawassee February 20, 2018 Wexford/Missaukee May 21, 2018 *Additional counties will come begin using Universal Caseload in Fall 2018 through Summer

11 The Assistance Application Past The previous application asks the client for a wide range of information, regardless of the program for which they are applying. This application was the longest assistance application of all 50 states! Today The current application is redesigned with a new look, and only asks questions related to the program for which the client is applying. 11

12 The Future of the MI Bridges Past The previous MI Bridges allowed residents to apply for some benefit programs and complete some selfservice tasks like reporting a change or checking benefits status. The portal asks Community Partners to record their agency number to share they have assisted the client with applying for benefits. Today MDHHS makes the experience of accessing benefits and other supports simpler, more comprehensive, and more proactive. 12

13 A New MI Bridges MI Bridges Transformation MI Bridges enables residents to identify their needs and connect to community resources (including community programs and organizations through a partnership with 2-1-1) that meet those needs to improve stability over time MI Bridges makes common MDHHS processes easier for residents, improving their experience and providing more options for self-service MI Bridges helps community partner organizations play a more significant role in helping residents access benefits and supports MI Bridges has specialized features targeted at Community Partners, such as a dashboard of clients who the partner has assisted, and the ability for the client to send a referral directly in to the community partner through MI Bridges 13

14 Community Partners are an essential part of the success of MI Bridges. There are 3 options for partners to engage with MDHHS and Michigan residents they can choose to serve as in multiple partner roles! Navigation Partner An agency that agrees to promote MI Bridges by displaying promotional materials and providing one-on-one assistance to MI Bridges users. The assistance provided may vary from simply answering user questions to helping them complete a needs survey, finding local resources, or applying online for a MDHHS benefit program. Referral Partner An agency that agrees to receive referrals sent from clients using MI Bridges. When a client would like to use a resource offered by a Referral Partner, the partner organization receives an electronic referral on their MI Bridges dashboard and can contact the client to provide services. Access Partner An agency that agrees to promote MI Bridges by displaying promotional materials and providing a computer(s), tablet(s) or mobile device(s) for individuals to use MI Bridges. 14

15 MI Bridges: From Pilot to Statewide Phase 2 Development Currently MI Bridges is undergoing it s Phase 2 development. MI Bridges will soon have a stronger partnership, Great Start to Quality integration, WIC integration, and improvements to view benefits with a greater emphasis on post-eligibility experiences. Phase 2 Development 3 Phased State Wide Rollout On February 12, 2018 MI Bridges began a soft launch in Clinton, Eaton, Genesee, Jackson, and Muskegon Counties. In March MI Bridges continued to roll out one week at a time starting with BSC region 1, BSC 2 & 3, and finally BSC 4. Phased State Wide Roll Out 2 MI Bridges Pilot MI Bridges started its pilot in Muskegon County on September 12, 2017 allowing Community Partners to register their organizations as Navigation, Referral, and/or Access Partners. Clients were able to connect to resources, view their benefits and letters, and refer themselves to organizations in their area. MI Bridges Pilot 1 15

16 MI Bridges Portal Demonstration Melody Bagby, Deloitte

17 New Client View of MI Bridges Help Me Find Resources Apply for Benefits Send an Electronic Referral 17

18 Current Client View of MI Bridges View Benefits View Letters Upload Documents 18

19 Partner View of MI Bridges Personal Client Directory Navigation Partner View Client s Case Information Referral Partner Manage Referrals Access Partner 19

20 Utilization Of the MI Bridges Portal Paula Kaiser Van Dam, MDHHS

21 MI Bridges: By The Numbers 21

22 What are Clients and Partners Saying? This was one of the best experiences ever in answering questions on a government website. Well planned and presented with easy to read and easy to look pages Finally someone has cut the red tape and brought document filing into the 21 st century. ~MI Bridges Client User My experience with the new system is amazing for many reasons. First, it is the easy accessibility for all parties, especially the client. The ability to see the client's case as far as when a notification was sent and when, what the status of the case is and resources available is very efficient. Clients feel more clear as they can view all information themselves without a middle person is what I hear from them. Also, as an agency, it really helps us see what they need and what services they are receiving and if they have been in contact with other agencies through the resources part. I think that it helps to see a client's case without contacting the DHHS worker assigned and help explain to the client what is going on. It also helps us track the amount of persons we help navigate and enroll using the new M IBridges system. MI Bridges Community Partner Your new system is at least 10x better and easier and much faster I give out the best new site award of 2018 to whoever deserves it. Great job. ~MI Bridges Client User We at ACCESS have had a wonderful experience with the new MI Bridges system. The interface is much easier to navigate and more user-friendly, and the application process is seamless and simple. Customers and staff have both loved using this platform to apply for and view their benefits, and have found it very convenient to have a full view of their case information on the portal. We are so happy to be using the new platform within many departments at our agency, and it has increased collaboration between our programs already! MI Bridges Community Partner LOVE LOVE LOVE LOVE LOVE this new website set up!!! It is SO much easier to navigate and SO MUCH QUICKER O can t tell you enough what a breath of fresh air this was to use compared to the last version... ~MI Bridges Client User 22

23 Plans for the Future Jon Breems, MDHHS

24 What s Coming in the Future for MI Bridges? Focus: Evolve and Reimagine Enhancements from User and Partner Input Stronger Partnership for Statewide Resource Quality New Program Integration New Community Resource Integration Emphasis on Post-Eligibility Experiences Continued Improvement for the Application and Renewal 24

25 How Foundations Can Help Paula Kaiser Van Dam, MDHHS

26 What Can You Do Now? Review the Community Partner Role options and begin discussing what role(s) are a good fit for your grantees Require grantees to register their services in Michigan Emphasize MI Bridges partnership services to residents through United Way funding levers with organizations; consider requiring grantees to be a MI Bridges Community Partner Utilize community leadership and convening role to recruit partners Utilize the framework and data feedback loop built within the new MI Bridges to better target gaps in communities with partners Provide funding to partners to replace technology Consider providing grants to partners to integrate MI Bridges into their business processes 26

27 Thank You For Attending!