Bringing Form Generation into the 2010s

Transcription

1 Bringing Form Generation into the 2010s

2 Bringing Form Generation into the 2010s John Batchelor, Deloitte Consulting Michael Jackson, Adobe Systems Lane Reeder, HP Exstream Moderator: Kathy Sokolik, Director, Santa Cruz - San Benito Regional Dep't of Child Support Services

3 Bringing Form Generation into the 2010s John Batchelor, Deloitte Consulting

4 Problem for Pennsylvania DPW How do you fix the key forms generation component of PACSES to continue meeting current forms printing requirements while also positioning the Bureau of Child Support Enforcement (BCSE) to take advantage of new technology?

5 Forms are a critical component of a Child Support Enforcement System Printed form documents provide key communications to case members and others involved in a child support case: Support Orders Other Court Orders Notices Petitions Acknowledgement of Paternity Routine Correspondence

6 Forms are a critical component of the Pennsylvania Child Support Enforcement System (PACSES) PACSES generates approximately 50,000 forms per day across 67 county offices 10 million+ forms per year 500+ form layouts PACSES supports three basic form types: Direct Print Generate and print immediately with no additional data entry required Filler Require additional user data entry before being generated and printed Batch Similar to Direct Print but generated and printed during overnight batch processing

7 Overview of the Legacy PACSES Forms Solution Implemented in 1997, the original PACSES forms solution had several critical issues to be addressed: Based on Jetforms software no longer maintained or supported by the vendor Filler forms required Personally-Identifiable Information (PII) to be forwarded via unsecure Distributed solution with standalone servers in each of the 67 counties No central repository for generated electronic forms Only designed to produce hard-copy forms

8 Overview of the Legacy PACSES Forms Solution Critical issues (continued) Separate form templates maintained to support different functional requirements (e.g., confidential, Spanish forms) Did not support newer 64-bit operating systems inhibited performance upgrades to newer server software No scalability across counties No tools available to diagnose problems or provide audit trail/performance analysis Bottom line Existing solution provided the ability to print forms but nothing more and you had to keep your fingers crossed that there would be no software problems

9 Overview of the Legacy PACSES Forms Solution County 67 York Form Templates Stored Data for Reprint Direct Print and Batch Forms... JetForms Server Filler Forms PACSES Mainframe County 03 Armstrong Form Templates County 02 Stored Allegheny Data for Reprint Form Templates JetForms Server Routing Server Server Open ed form County Office Users (2200+) ` County 01 Stored Adams Data for Reprint Form Templates Stored Data for Reprint JetForms Server JetForms Server

10 Overview of the New PACSES Forms Solution Implemented in January, 2011, the new PACSES Forms solution overcomes all of these critical issues: Built on the newest version of Adobe LiveCycle technology Filler Forms delivered via secure LiveCycle Workspace browser application PII no longer distributed via Form templates consolidated to a single-template per form supporting multiple requirements For example, multi-language, confidential/non-confidential forms 500+ templates consolidated to less than 370 templates Reduced maintenance requirements for form modifications

11 Overview of the New PACSES Forms Solution The new LiveCycle based PACSES Forms solution: Implemented on a scalable, centralized 64-bit server architecture supporting all counties Provides a central repository for storing generated, flattened pdf forms Uses an out-of-the-box configuration of standard LiveCycle functionality User work queues for filler forms Support for workflow/work distribution Can be expanded to support other DPW applications and/or additional processing needs

12 Performance outcomes: Direct Print forms arrive at the printer in 3.0 sec (avg) Filler forms arrive in Workspace user queue in 3.5 sec (avg) Both measures are compared to a 15 sec requirement Highest 1-day forms volume to date: 62,007 6,234,427 forms generated in production (as of 9/2/11) Distribution of online forms generated per day Overview of the New PACSES Forms Solution

13 Overview of the New PACSES Forms Solution

14 Positioning PACSES for the Future In addition to resolving the immediate critical issues, the new PACSES Forms solution can support significant future functionality for BCSE and DPW: Electronic Form Delivery Providing electronic links to generated forms rather than mailing paper Case Workflow Servicing tasks using an electronic case file that can be passed between county workers and between the county and judicial staff Online Form Entry Providing electronic forms that can be filled out via the browser For example, an Online Intake form to provide case information prior to the first establishment meeting

15 Positioning PACSES for the Future Additional examples: Statewide Barcoding Apply a standard barcode format for central storage and indexing of returned paper forms Electronic Signature and Document Security Providing electronic signatures for judges on support orders; securing confidential electronic forms to be read only by the addressee Central Printing Printing, preparing and sorting outgoing mail centrally to allow for maximum postal discounts

16 Positioning PACSES for the Future Example of Potential Cost Savings for Electronic Delivery For each 1% of forms converted from paper to electronic delivery the estimated annual savings would be: 130,000 forms not mailed 286,000 sheets of paper (57.2 cases) not used $50,000 in postage cost saved $68,000 in total cost savings 37 trees* would be saved Current % of PACSES Case Members with Addresses: 13.9% * Reference Environmental Defense Fund ( )

17 Problem Solved for Pennsylvania DPW Replaced the key legacy forms generation component of PACSES with a new solution based on 2010s technology that resolved all critical issues while also positioning DPW and BCSE to utilize new functionality providing additional levels of efficiency and productivity

18 Bringing Form Generation into the 2010s Michael Jackson, Adobe Systems

19 Cost Reduction Focus: Correspondence Management Current Environment: Paper-based processes from initial benefits applications to customer eligibility re-certifications to client notices. Millions of documents Tons of paper Costly pre-printed forms Inflexible document templates Costly printing from legacy system infrastructure Inefficient spend on US postal service Risks to customer data confidentiality 508 Compliance issues with paper documents Footer Text 19

20 Meet the Multi-channel, Digital Consumer Learn Validate Decide Use Commit Customer Experience Solutions Web Experience Management Social Brand Engagement Selection & Enrollment Unified Workspace Customer Communications Integrated Content Review Technology Platform 20

21 It Takes A Complete Approach

22 An Approach that is Uniquely Relevant

23 Why Customer Communications? Today, agencies must deliver relevant, engaging communication or risk seeing consumer satisfaction levels plummet along with efficiency and ROI. Agency Correspondence Statements Welcome Kit Letter Notice Garnish Bill Account Detail Third-parties Employers Parents 23

24 The Challenge: Efficient, Engaging Communications Efficient, compliant, agile Engagement labor, compliance, IT reliance, multiple systems Consumer Customer Correspondence Bulk Statements Bulk Statements Useful, personalized, differentiated underutilized customer touch point, lost opportunity Cost Per Item 24

25 Solution: Customer Communications Engaging, efficient communications that are right for your customer and best for your agency s mission Engagement Correspondence Management Interactive Statements Reduce Costs Increase Engagement Improve Compliance Increase Child Support Incentives Cost Per Item 25

26 The Future of Customer Correspondence Typically Achieved in Under 90 Days Future State: Online electronic form and interactive e-statement processes from initial benefits applications to customer eligibility recertifications to client notices. Millions of intuitive, accessible and seamless customer interactions Going Green initiative tons of paper saved Eliminate costly pre-printed forms Modern and easily modifiable document templates Efficient document output systems Optimized and reduced spend on US postal service Rights-Managed access to customer data Assistive device compliant for the vision impaired 26

27 Open New Possibilities in Consumer Communications: Paper Statements Electronic Statements Interactive Statements Static, One-Way Communication Dynamic, Two-Way Interaction Offers Security & Archiving Supports Environmental Initiatives Reduces Printing & Delivery Costs Decreases Call Center Calls/Costs Interconnect to backend systems Provides Improved Engagement 27

28 From Ad hoc and complex To Consistent and easily managed Labor intensive and error-prone Streamlined and accurate Static, one-way correspondence Interactive, two-way customer connections Restrictive, single channel Flexible, multiple channels Reliance on IT Empowered business users Millions in unnecessary costs Millions in real savings 28

29 Understand a Member s Context to Deliver Optimal Experience Integrate user context and experience across selfservice channels, call center, and correspondence

30 The Solution Interactivity Let customers respond to communications Leverage free Adobe Reader & Adobe Flash Player 30

31 The Solution Interactivity Let customers respond to communications Leverage free Adobe Reader & Adobe Flash Player Secure Delivery Only authorized recipients can open Customers can be sure it is from you 31

32 The Solution Interactivity Let consumers respond to communications Leverage free Adobe Reader & Adobe Flash Player Secure Delivery Only authorized recipients can open Consumers can be sure it is from you Extensibility One platform for all correspondence types Streamline correspondence processes Expand to other Consumer Experience solutions 32

33 Future Proof Technology DNA Cloud First* (always keep on-prem in mind) *you don t enable apps for the cloud, you build them for the cloud with on-prem in mind. Mobile First* (always keep desktop in mind) *you don t enable apps for mobile, you build them for mobile with desktop in mind. Social First* (every user is a contributor and has a social graph) *context is a first-class citizen, everybody is a contributor. 33

34 Contact: Michael Jackson Adobe Systems, Inc. Head of HHS and Healthcare Solutions 7930 Jones Branch Dr. 5th Floor McLean, VA 22102

35 Phased Implementation for Electronic Forms Paper Form Basic eform Interactive Form Dynamic eform Form Guide Print & Fill Fill & Print Fill, Sign, Submit Store, Process Case Management Print & Read Text Fields Typed Fields Pre-populate Data Capture Validations Validations Document Routing Case Management 2D bar codes Rights management Digital Signatures XML Intelligence ROI Form Fragments 35

36 Bringing Form Generation into the 2010s Lane Reeder, HP Exstream

37 What is next with communications for CSE? Major Shifts Challenges Strategy What is next

38 Major Shifts for CSE Alternative Methods to Meet the Monthly Notification Requirement The feds have concluded that they should defer to states to determine the most effective and efficient means to meet the notice requirement in section 454(5) of the Act and 45 CFR This Action Transmittal recognizes that a state may elect alternate, e.g. electronic, means to provide monthly notice to custodial parents of assigned collections if it determines that electronic notice will be effective and efficient.

39 Multi-Channel Communications REDUCE COMPLEXITY with a single platform for all constituent communications, regardless of complexity, variability or delivery channel Enterprise content Delivery channel Customer data/crm All Document Applications Print/Mail fulfillment Corporate content Legacy systems Web portal Scheduled or Real-time High-volume On-demand Assured Delivery Smart Phone Web /Fax ECM Interactive Customerfacing employees 39 39

40 Major Shifts Document Communication Communication Experiences Baby boomers Digital age want info NOW mobile internet access eclipses PC access

41 Challenges What Channels How do I choose? Remove Virtual Walls Information On-Demand Compliance Different for each channel

42 Strategy Select channels for audience Single design Multiple touchpoints Research complexity scale down to appropriate channel Design enterprise strategy

43 What s Next? The digital world is here! What is your call to action? Delta Project TED Conference World Cafe. Idea Generation. Innovate. Innovate. Innovate. Start Movement!