Child Care Automation Overview 1
What is Laserfiche? Laserfiche is a world leader in Intelligent Information Management (ECM), content management (CMS) and Business Process Management (BPM) solutions. 2
Laserfiche Software North Central Texas Council Of Governments Project Goals 3
Laserfiche: NCTCOG Project Goals Create a versatile paperless management system that could be leveraged across departments and programs Paperless internal and external communication Improve efficiency in business and technical processes Data integrity capture the right data the first time Ease in searching and retrieving documents, electronic filing cabinet 4
Laserfiche Project Timeline 5
Child Care Laserfiche Implementation Timeline 6
Laserfiche Project Workflow 2 Conversion 7
Laserfiche Repository: Converted WF2 Data 26,500 Cases Criteria: Received Care, Eligible but not in care, Waitlist, Waitlist Denied 330,000 Work Items All open WF2 work items were converted into open tasks to the current item owner 2,000,000 Step Items Converted into un-editable word documents 600,000 Attachments Converted into un-editable word documents 8
Laserfiche Project Change Management 9
CCS Staff User Guide Step-by-step guide completing processes from start to finish, in a searchable PDF Includes all programs and processes used by Child Care Services staff Is being used in all day-to-day operations Has made training more efficient Has enabled staff to get up to speed quickly and work independently Authored and maintained by Child Care Services 10
Training Approach WF hosted three training sessions over a one month period prior to go-live: Board Training, 17 staff NCTCOG Board staff training consisted of a Laserfiche Application overview, Web and Desktop Repository, and how to navigate in Laserfiche. Train-the-Trainer, 9 staff The Training Team consisted of Child Care Supervisors, Trainers, and QA staff Trained employees according to their expertise. Staff training, 38 CCS staff Staff Training included initial all-hands meeting to cover an overview of Laserfiche application Over a four day span, trainers hosted break-out sessions according to job function. 11
Laserfiche Project Efficiency Improvements 12
CCS Staff Efficiencies Created Case Management Due Dates are easily changed Work items are able to be reassigned More organized and allows for easy case reference Teamwork - CCAs are able to assist one another Supervisory Functions Change in caseload formerly, 2 days to reassign; now, 2 hours Visibility into staff caseloads 13
Improved Cycle Times 14
Laserfiche Project Demonstration 15
Laserfiche Project Lessons Learned 16
Tips to Prepare for Implementation Have a Dedicated SME Someone who will take a lead in organizing processes and develop the Laserfiche product to fit the needs of the organization. Management Support is Critical Management will need to support the project in various facets. Decisions will need to be made, to streamline a process that will make more sense within the application, while staying within policy. Training Ensure input is provided by frontline staff to create a user guide for Laserfiche and a detailed training plan that will author training documentation. Commit to a timeline for this to be completed. Self Sufficiency No one knows your business like you. There is significant cost in having a vendor learn and translate. Thinking Ahead During development it is important to learn how Laserfiche works, so that processes can be developed correctly. Materials that will need to be created: UAT (User Acceptance Testing) scripts, for each process, a User Guide, and training materials. 17
Current and Upcoming Projects Child Care Services - Provider and Financial Services Processes that were not in previous operating system Workflow 2 were scheduled to be developed as Phase 2 CCS is currently working on gathering forms and defining these processes Expected Rollout by the end of March 2018 WIOA Youth, WIO Adult, Dislocated Worker, TAA Development has begun Expected roll out by end of FY 2018 18
Q&A 19
Thank you! 20
1 Child Care Automation: Streamlining Child Care Services Through The Use Of Technology April 3, 2018
Texoma s Plan- 10 years ago 2 Goals Increase provider reimbursement rates. Increase enrollments- serve more families. Limitations Budget- without an increased budget, the only way to achieve goals was to decrease admin/ops.
3 Texoma s Streamlining Strategies (1 of 8) Phase I (2007)- Placed all forms and packets for wait list pull and renewals on our website. Stopped using the system provided 2050 that required a signature and made the Child Care Application as our 2050. Created an online video to provide the Customer Rights and Responsibilities information. Migrated to a Fax Server.
4 Texoma s Streamlining Strategies (2 of 8) Phase I Benefits- Reduced postage, print, and staff time making packets. Ensured only current paperwork was provided to customers. Reduced staff time sending term notices and customers dropping from the program for failure to return the signed 2050. Eliminated lost faxed paperwork.
5 Texoma s Streamlining Strategies (3 of 8) Phase II (2008)- Purchased a document management system (initially Workflow I, then Cabinet in 2010). Created process maps of all aspects of work. Crossed trained staff in the Workforce Center Resource Rooms to assist with basic child care questions and paperwork.
6 Texoma s Streamlining Strategies (4 of 8) Phase II Benefits- Eliminated lost folders and documents. Streamlined staff training by using the process maps, thus significantly reducing staff turnover. Eliminated the need for overtime and eliminated 2 positions. Complete work within 3 business days vs. 5 business days.
7 Texoma s Streamlining Strategies (5 of 8) Phase III (2015) Online Application (Wait List, Wait List Pull, and Renewal) Online Change Notification
8 Texoma s Streamlining Strategies (6 of 8) Phase III Benefits- Eliminated incomplete Child Care Applications. Eliminated four documents by incorporating the information in the online application. Reduced staff time. Increased applications of new child care customers
9 Texoma s Streamlining Strategies (7 of 8) Phase IV (TBD)- Allow eligibility support documentation to be uploaded with the Child Care Application. Customers monitor status of the application online.
10 Texoma s Streamlining Strategies (8 of 8) Phase IV Benefits Quicker turnaround on support documentation, thus quicker eligibility determination. Reduce customer calls and emails inquiring about application status. Customers can see online what documents are missing.
Tools Used for Streamlining Services 11 Cabinet SAFE Task Manager (add-on to Cabinet) Forms Converter Online Application
Cabinet SAFE 12 Easy transition from paper folders. Provides security and access limitations as needed. Easy to use for frontline and management staff. Includes batch filing and workflow management. Used for all facets of business- CC, WF, HR, Payroll, etc.
13 Cabinet SAFE Components (1 of 13) Repository (a virtual file room) Cabinet (a virtual file cabinet) Folder (a virtual file folder) Index Values (customer information) Tabs (a virtual tab in a file folder)
Cabinet SAFE Components (2 of 13) 14
Cabinet SAFE Components (3 of 13) 15
Cabinet SAFE Components (4 of 13) 16
Cabinet SAFE Components (5 of 13) 17
Cabinet SAFE Components (6 of 13) 18
Cabinet SAFE Components (7 of 13) 19
Cabinet SAFE Components (8 of 13) 20
21 Cabinet SAFE Components (9 of 13) Management Structure- Restrict access at various levels- Repository, Cabinet, Folder, Tab, Document. Naming Templates to standardize filing structure. Workflow rules and work load management. Reports tracking use and tracing documents. Easy to use for management.
Cabinet SAFE Components (10 of 13) 22
Cabinet SAFE Components (11 of 13) 23
Cabinet SAFE Components (12 of 13) 24
Cabinet SAFE Components (13 of 13) 25
26 Task Manager (1 of 5) Organizes and set priorities on daily work. Allows managers to see staff workload and reassign if necessary. Action steps are designed to prevent customer from falling through the cracks. Pulls Name and TWIST ID from Cabinet. Shows documents that are in process in Cabinet Workflow.
Task Manager (2 of 5) 27
Task Manager (3 of 5) 28
Task Manager (4 of 5) 29
30 Task Manager (5 of 5) Events and Actions are set based on process maps. Can set Events and Actions based on business days or calendar days. Used in Child Care as well as Workforce Programs to manage daily work.
31 Forms Converter (1 of 5) Used for Eligibility and Term Notification Letters. Scrapes data from the 2450, 2050 in TWIST. Auto populates data in forms. Auto files in Cabinet SAFE with a print function.
Forms Converter (2 of 5) 32
Forms Converter (3 of 5) 33
Forms Converter (4 of 5) 34
Forms Converter (5 of 5) 35
Online Application 36 Online Applications- Wait List Wait List Pull/Initial Eligibility Renewal/Recert Eligibility Each application includes a video of Rights and Responsibilities embedded in the application. Each application includes a link to the Parent Handbook.
37 Online Application (1 of 3) Document Request Check List is provided at each application stage. Customers receive an email receipt when the application is submitted, which includes another link to the Parent Handbook. Customers can also report changes online.
38 Online Application (2 of 3) Applications can be completed with a desktop computer, smartphone, or tablet. Customers are advised to use the Resource Room or public library if they do not have access to a computer. Applications can also be mailed, if necessary.
39 Online Application (3 of 5) Software- Form Stack is used to create the application and securely store the applications until retrieved by staff. Designated staff retrieve the applications every morning. Online Applications and videos are used for Child Care as well as Workforce Innovation and Opportunity Act.
Texoma Outcomes 40 Reduced Admin/Ops from 23% to 14%. Increased provider reimbursement rates. Increased families served. Decreased staff turnover average tenure 10.57 years. Data entry deadline- 3 business days from last information received.
Questions? 41 Deborah Hendley Workforce Solutions Texoma deborah.hendley@wfstexoma.org 903-463-9997 x871