Covering Connecticut s Kids & Families

Transcription

1 Covering Connecticut s Kids & Families ConneCT / ImpaCT Updates and System Overview June 2015 Agenda DSS Overview DSS Centers Update ConneCT Overview ImpaCT Update & System Overview 2 1

2 DSS Overview DSS currently serves over 950,000 individuals: Over 1 in 4 Connecticut residents Major DSS Program Areas include: Medical Assistance Cash Assistance Food Assistance Medicaid / HUSKY Health Medicaid Long- Term Services & Support Children s Health Insurance Program (CHIP) Medicare Savings Programs (MSP) State-Funded Home Care Connecticut AIDS Drug Assistance Program (CADAP) Temporary Family Assistance (TFA) State Supplement for Aged, Blind and Disabled Refugee Cash Assistance State-Administered General Assistance (SAGA) Supplemental Nutritional Assistance Program (SNAP) The Emergency Food Assistance Program (TEFAP) Summer EBT for Children State-Funded SNAP 3 DSS Overview DSS Program Enrollments by Major Program Area: 4 2

3 DSS Overview Medical Assistance Recipients: 5 DSS Centers Update Service Centers located in every office: Eligibility workers dedicated to seeing customer walk-ins Monday through Friday 8:00AM to 4:30PM Wait times and walk-in volumes tracked through Reception Log Provide direct assistance to customers in SNAP, TFA, State Supplement, Medical Assistance, and State-Administered General Assistance On-site Child Support, Social Work, and Quality Assurance Services Processing Centers located across the state: Eligibility workers dedicated to processing work received via ConneCT document management, online, and through system interfaces Hartford, Manchester, Willimantic, New Haven, Middletown, Norwich, Danbury, Stamford, and Torrington Offices 6 3

4 DSS Centers Update Benefits Center not a traditional Call Center: Staffed by DSS Eligibility Workers more than just customer service representatives Operate through specialized program and policy knowledge; no prepared scripts Able to serve all client needs across complex cases and numerous DSS Programs Perform all functions, including determining eligibility, processing work items, and serving customers During received over 230,000 calls on average per month into the IVR: 806,649 calls served by workers since inception 7 DSS Centers Update Meriden New Britain New Haven Bridgeport Bridgeport Waterbury Benefits Center Overview: One statewide toll-free number: CONNECT TTD/TTY: Eligibility Workers answering calls in 3 Offices (Waterbury, New Britain, Bridgeport) One Touch Resolution Workers screen for callers with disabilities requiring special accommodations 24/7 IVR system for secure anytime access by phone through the use of a confidential PIN and DSS client authentication 8 4

5 DSS Processing & Outcomes Self Service ConneCT Overview ConneCT Overview: Electronic Document Management and Workflow Central Scanning Center Task-based statewide shared case file Faster statewide access to customer documents Web Services: Pre-Screening ConneCT Self Service: MyAccount Online Applications connect.ct.gov Change Reporting Telephony: Interactive Voice Response (IVR) Benefits Center Customer Technical Assistance 9 ConneCT Public Dashboard June 2015 Pre-Screening Online Applications MyAccount Client Information Line (IVR) 112,756 73, , ,864 Screenings completed since implementation 2.6% growth from previous month Applications submitted since soft launch 10/13 4.3% growth from previous month Online client accounts created since implementation 07/08/13 2.3% growth from previous month Client accounts created over the phone since implementation 07/08/13 1.9% growth from previous month ConneCT Online Status 98% DSS Work Items 9,111,559 Total Documents Scanned since implementation: 9,111,559 Service Centers 38,500 Benefits Centers 45, ,691 Total Calls Serviced to Date by Benefits Centers staff (since 7/1/13): 890,691 Data as of May 31,

6 Total Calls ConneCT Public Dashboard June 2015 Call Totals: February-May , , ,000 0 May Apr Mar Feb *Total Calls to the IVR (24 hours period) 139, , , ,497 *Total Calls to the IVR (Business hours) 113, , , ,337 *Total Calls Resolved by the IVR 49,498 48,244 99,084 74,768 Total Calls Transferred to the BC 71,558 84,451 97,944 89,060 Total Call Answered in the BC 45,255 38,787 40,865 31,391 Calls Abandoned in BC Queue 26,289 45,094 57,047 57,646 Interviews Conducted 14,619 13,122 14,149 10,725 Calls placed to the Benefits Center across all DSS programs, including medical, SNAP (Food Stamps), cash assistance **Full month Data Not Available per IVR system connectivity issues on 05/13-05/15 11 Benefits Center Wait Times In Minutes Week 1: March 2015 vs May Day Jan-00 1 Jan-00 Day 2 Jan-00 Day 3 Jan-00 Day 4 Jan-00 Day 5 Mar-15 May-15 Data in minutes Week 2: March 2015 vs May Jan-00 Day 1 Jan-00 Day 2 Jan-00 Day 3 Jan-00 Day 4 Jan-00 Day 5 Mar-15 May-15 Data in minutes Week 3: March 2015 vs May Jan-00 Day 1 Jan-00 Day 2 Jan-00 Day 3 Jan-00 Day 4 Jan-00 Day 5 Mar-15 May-15 Data in minutes Week 4: March 2015 vs May Jan-00 Day 1/Holiday Jan-00 Day 2 Jan-00 Day 3 Jan-00 Day 4 Jan-00 Day Mar-15 May-15 Data in minutes 6

7 ImpaCT Update 13 ImpaCT Update 14 7

8 ImpaCT Update ImpaCT Benefits: Replacement of EMS legacy system Cost reduction and containment Improved operations and performance management Enhanced integration with ConneCT online services Facilitates work across channels Simplified notices More efficient renewal process Reduced number of verification requests Progression to a No Wrong Door system Integrated solution for Health and Human Services (HHS) functions 15 System Modernization EMS System Technology: COBOL/IMS ImpaCT System Technology: Java/DB2 (Browser Based) 16 8

9 System Consolidation Current System Interactions Future System Interactions EMS Alerts Eligibility Correspondence Interface Systems Incoming Documents Current State Future State Documents ConneCT Worker Portal Incoming Documents 1348 Correspondence Alerts Documents Walk-Ins Interviews *NEW* ImpaCT Walk-Ins R-Log All Correspondence Interviews Microsoft Outlook (Scheduling) 17 Client-Centric Features Current Challenges: Reliance on Business Process Use of Case Narratives Reliance on Prompts and Worker Experience ImpaCT Benefits: Systematic Enforcement of Business Process Indicators to Alert Workers Facilitates Proactive Action By Workers System Indicates Where Accommodations and Interpreters are Needed to Help Clients 18 9

10 Correspondence (Legacy EMS Notices) 19 Correspondence Current Challenges: Length and Complexity of Notices Drives Traffic Inability to Barcode Notices Very Difficult to Change Legacy Notices ImpaCT Benefits: Uses Externalized Document Platform (Adobe LiveCycle) Integrated Notices Use of Barcodes Pre-Populated Renewals 20 10

11 Verifications Current Challenges: Manual Requests for Verification Multiple Requests to Clients Inconsistencies Based on Programs and Workers ImpaCT Benefits: Verification Requests are Automated and Consolidated Outbound Requests are Barcoded 21 Reporting Current Challenges: Multiple Data Sources Manual Action Required to Join Data ImpaCT Benefits: Single Data Source Automated and Integrated Reporting ImpaCT Integrated Eligibility System DB2 Case / Client Eligibility Information + Document / Envelope Info + Work Item Info 22 11

12 Thank You 23 12