Bringing Mecklenburg County to You

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2 Bringing Mecklenburg County to You BMC2U facilities master plan is to provide customer centric service locations directly targeting the needs of individual communities and populations. What are Community Resource Centers (CRC)? CRCs is bringing together community focused services, including a centralized and integrated HHS program M e c k l e n b u r g C o u n t y N C. g o v 153 LF

3 Locations through Data Analysis CSS - Veterans Services Geographic Distribution of Customers / Density Map The graphic was developed using the customer s Residence address when it could be geocoded within Mecklenburg County. Active Customers: 4,652 Geocoded Addresses: 3,564 (77%) - Current Office Location 700 N. Tryon St. - New VA Outpatient Center Tyvola/Billy Graham - HHS CRC Prototype Facility 3205 Freedom Dr. Customer density around the current office location is impacted slightly by approximately 50 (1%) of clients reporting 945 N. College St. (Urban Ministry Center) as their primary residence address. M e c k l e n b u r g C o u n t y N C. g o v 154 CR

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5 Services in the Prototype CRC Child Support Enforcement Community Support Services Department of Social Services Public Health Child Support Enforcement Services Veterans Services Child Care Coordination Emergency Community Services Food & Nutrition Services Women, Infants and Children s (WIC) Services Family Planning Medicaid Immunization Work First Services M e c k l e n b u r g C o u n t y N C. g o v 156 LF

6 CRC Program Development

7 CRC Program Development Community Engagement Engaged in discussions with: Over 1000 Residents Over 300 HHS Employees Community Partners (in surveys and meetings) Staffing for CRC Prototype Policies Identifying positions needed for relocation, writing position profiles, working out training plans Documenting policy, reviewing with Legal team Facility Design & Construction Working with AFM on design and components for the CRC, including work on the CIP, design review, providing requirements, and obtaining proper certifications

8 CRC Program Development Workflow/Process Design Making future state workflow recommendations Creating a Service Evaluation Tool to assist Residents find County Programs Multiple Service Channels Creating plans for streamlined and accessible web-presence, and identifying website & app requirements Business/System Architecture Developing draft CRC Technology vision Assisting ITS with solution design Change Management Working with Learning & Development to determine Change Management needs

9 CRC Program Development Public Information Working with PI to develop a communication plan for external stakeholders and community members External Benchmarking Working with SP&E to identify external County s with similar CRC projects for Benchmarking Worked with San Diego County to research their Live Well SD program Call Center & Mail Room Developing Call Center and Mail Room feasibility and running assessments on both Conducted an Imaging and Document Management Assessment across HHS Development of Additional CRCs Working to ID positions and needs for possible future CRCs

10 Service Evaluation Tool

11 Service Evaluation Tool Overview The service evaluation tool (SET) allows customers to answer a set of concise and comprehensive questions, which results in a personalized overview of information and descriptions of Health & Human Services (HHS) they may be potentially eligible for. The service evaluation tool is: Optional Anonymous Flexible to changing service policies May be completed at multiple points in the process Accessible online via computer or mobile device May access tool offsite (home, library, via community partner, etc.) May access tool onsite at any point during visit (with navigator, computer lab, etc.) 162

12 SET - Example Scenario A customer decides to complete the service evaluation tool with a Navigator while at a Community Resource Center (CRC). Scenario: A household with a dad age 30 and a child age 4. The dad is employed but is having difficulty purchasing both food and paying medical bills. The dad served in the military. How Customers Obtain HHS Services Current service model requires visits to multiple locations Future service model provides co-located services within the CRCs M e c k l e n b u r g C o u n t y N C. g o v 163

13 SET - Example Scenario Results Veterans Services Medicaid Food & Nutritional Services Work First Women, Infants, & Children Service Evaluation Results You may be potentially eligible for the following services based on your responses. Service descriptions, hours, locations, and information on how to apply are provided below. Community Support Services Department Social Services Public Health M e c k l e n b u r g C o u n t y N C. g o v 164

14 CRC Customer Experience

15 Customer Experience Facility and Workflow Goals: No Lines Personal Greeting Open and Friendly Electronic Check-In Expedited Process for Simple Transactions Cross-Service Coordination Partner Agencies M e c k l e n b u r g C o u n t y N C. g o v 166 JS

16 ITS- Technology Overview

17 Single View of the Citizen Vision Establish a scalable, flexible and accurate Citizen ecosystem comprised of the diverse data sets required to establish a comprehensive view of the customer, enabling operational efficiencies and improved customer experience. Customer Experience Enhance customer experience by establishing a comprehensive understanding of the customer to drive actionable insights Establish a common definition for a Mecklenburg County customer. Enhance / implement a customer (party) data model to support key information about customer base across services. Refine and standardize customer data to enable multi-channel access and consistent customer experience regardless of channel. Proactive & Predictive analytics enabling Mecklenburg County to anticipate citizen services engagement Simplification Drive operational excellence by enabling faster response time to evolving business needs. Enable a single version of the truth by using systems of record to facilitate effective integration and synchronization of customer data across enterprise. Enable Day 1 integration of customer data by leveraging the customer data integration architecture Prevent proliferation of customer records by creating a single repository of customer / address / contact information. Organizational capacity & capability insights that emerge through continuous improvement of operational excellence Data Governance Enable and enforce data governance to drive customer data quality and cost reduction. Prevent customer data errors in downstream systems by establishing standards for data created in system of record as well as the sources of entry. Enable continuous data quality improvement by establishing data quality monitoring procedures, data quality metrics and enforcing data standards. Minimize / eliminate duplication and redundancy of data

18 Current State Systems by Function CRC Business Architecture 4 HHS Departments CSE (4) CSS (2) DSS (8) HD (4) 8 Programs / 48 Services Appointment Systems Registration Systems Queuing Systems 18 Business Systems 10 Back Office Systems 3 Scanning Systems M e c k l e n b u r g C o u n t y N C. g o v 169 CR

19 CRC Prototype Design

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22 Facility Design and Workflow 173 M e c k l e n b u r g C o u n t y N C. g o JS

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26 Questions?

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