connect project overview
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ConneCT Project Overview. State of Connecticut Department of Social Services (DSS). October 2013. Challenges Triggered the Need for Change. - PowerPoint PPT PresentationTRANSCRIPT
ConneCT Project Overview
State of ConnecticutDepartment of Social Services (DSS)
October 2013
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The Connecticut Department of Social Services (DSS) faced a “perfect storm” of obstacles which impeded the department’s ability to serve its clients and adversely impacted standard of promptness and error rates.Dated technology:
– Eligibility Management System (EMS), deployed in 1989– Maze of Independent Phone Systems
Reliance on case-worker interaction (via phone and in-person)Use of paper and manual processing – copying, filing, storage/retrieval
etc.Unprecedented increase in public demand for services.
– In 2012, DSS eligibility was at 2008 levels with a 33% increase in application volume.
– DSS offices were receiving nearly 879,000 calls and process 3.7 million pieces of paper per month.
Challenges Triggered the Need for Change
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DSS History – Recipients by Program Area
Achieving Incremental “Wins” for DSS and ConnecticutR
each
and
Impa
ct
Integrated Eligibility(DSS)
Integrated Eligibility(Cross-Agency)
These projects build on each successful milestone to increase reach and impact.
Reach & Impact:New channels for DSS clients
to get information.New technology tools for DSS
workers.
Reach & Impact:New population of clients who
purchase medical insurance or receive MAGI MA and/or CHIP.
New quasi-public agency.
Reach & Impact: Increased automation to
improve service delivery to all DSS clients.
Reach & Impact:Enables cross-agency
collaboration and the ability to serve the “whole client”.
Tier 1
Tier 2 and 3
Tier 4
Time
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In order to remediate these issues, the Department conceived a modernization initiative and initiated the ConneCT project which sought to open new channels for clients to interact with DSS and help workers maximize efficiency through the use of modern technology tools. Seven (7) functional releases across multiple technologies
Focused on “quick wins” without additional investments in old technologies or wholesale replacement.
Creation of reusable services that could be used across platforms and as a framework for the future.
Modernization and ConneCT Initiation
Web Services• Pre-Screening• Client Accounts• Online Application• Change Reporting• Redetermination
Telephony Services• Interactive Voice Response
(IVR) System• Benefit Center / Call Center
System
Document Management• Scanning/Indexing• Document Repository• Workflow• Verification Request Gen• Reporting
7 Functional Releases Designed, Developed and Implemented in Parallel
ConneCT – Functional Releases
Functional Overview Status / Target Date
Client AccountsProvides secure, anytime access to generic and case-specific information to clients via the Internet.
Currently Live (http://connect.ct.gov)
Pre-ScreeningAllows clients to independently check for potential eligibility online without having to visit or call DSS.
Currently Live (http://connect.ct.gov)
Interactive Voice Response (IVR)
Provides secure, anytime access to generic and case-specific information to clients by phone.
Currently Live
Document Management and
Workflow
Reduces the need for paper-based processing and provides centralized access to documents and visibility into document status.
Currently Live
Benefit CenterProvides a centralized, consistent enterprise system for receiving and servicing incoming calls.
Currently Live
Online ApplicationAllows clients to apply online and provides a dynamic verification checklist to clearly explain what verification is required.
September 2013
Change Reporting and Online
Redeterminations
Allows clients to report changes and conduct redeterminations online. October 2013
Building a Technological Framework for the Future
Technical Milestone Benefit to DSS and Connecticut
Built and deployed new server infrastructure at BEST Data Center.
Allows to BEST to host a modern web-based system for DSS.
Installed new telephone system at BEST and at three DSS offices.
Single, centralized telephony platform enables a state-wide workforce and provides redundancy.
Installed new optical fiber network. Enables high-speed connectivity between the BEST data center and DSS benefit center offices to support voice and data.
Installed 700 new telephone lines at the BEST Data Center.
Allows DSS customers to reach DSS via a central location and access telephony services.
Deployed new web-based software platform. Provides modern, web-based systems for DSS clients and DSS workers to use.
Installed leading COTS products including Rules Engine and Document Generation Software
Provides modern, web-based systems for DSS clients and DSS workers to use.
Extensible technical products support DSS now and in the future.
ConneCT Telephony – Legacy Operational Model
Local Phone #
Front Office Back Office
Legacy Office Structure (12 Offices)
Key Challenges:• Multiple phone platforms/systems across offices• 12 different office phone numbers• Hundreds of Individual Worker Extensions• Clients Served by Only One Worker• Inconsistent Service by Phone Across Workers and Offices• Lack of visibility and reporting of worker status/activity and wait times
Case Worker #Case Worker #Case Worker #Case Worker #Case Worker #
ConneCT Telephony – Benefit Center Model
Service Group
Benefit Group
ProcessingGroup
Benefit Center Office 1
Service Group
Benefit Group
ProcessingGroup
Benefit Center Office 2
Service Group
Benefit Group
ProcessingGroup
Benefit Center Office 3
Service Group ProcessingGroup
+ 9 Non-Benefit Center Offices
State-Wide IVROne Phone #:
1-855-6-CONNECT
Automated Self-Service
EMSLegacySystem
Key Features:• Web Services Make Legacy
Data Available for Self Service• Benefit Centers are Redundant• Licenses Float Between Offices• Remote Agent Capability.
ConneCT Telephony – Functional Overview
Benefit CenterWorker
and Supervisors
EMS Legacy System
Benefit Center Console (Avaya)
Benefit Center Phone (VoIP)
Worker Portal
Benefit Center Screen PopTells the Worker Who is Calling and
Why
ConneCT Screen Pop
Office Wall BoardsDisplay Agent Status and Max Call Wait Time (Configurable)
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ConneCT Document Management and Workflow – Business Overview
Central Mail Central Fax
Central Scanning
Content Repository
Document Capture & Indexing
Create Workflow TaskFor Processing
Service Group
BenefitGroup
ProcessingGroup
Benefit Center - Bridgeport
Service Group
BenefitGroup
ProcessingGroup
Benefit Center - New Britain
Service Group
BenefitGroup
ProcessingGroup
Benefit Center - Waterbury
DSS Offices
Office Mail &Drop-Offs
ConneCT Document Management and Workflow – DSS Worker View
DSSProcessing
Workers
ConneCT Worker Portal
Client Accounts
EMS Eligibility System
ConneCT Document Management and Workflow – ConneCT Worker Portal – A Closer Look…
ConneCT Document Management and Workflow – Streamlined “FastLink” Cover Sheets
ConneCT Document Management and Workflow – Enabling Real-Time Document Tracking
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ConneCT – Key Lessons Learned
Technology: Requires coordination of multiple technical stakeholders (telephony vendor, network
provider, data center, local offices etc.) Dual monitors provide a good user experience in a multi-system environment. Network needs to be tested and bandwidth expanded to accommodate both voice and
data needs. Ongoing user maintenance must be planned for and executed to be effective post go-
live.
Business: Physical space needs to be evaluated and changed as required. HR and labor relations should be engaged early to define role changes (if any). Detailed implementation (both business and technical) planning helps achieve a smooth
go-live. Maximum benefit achieved through “task-based” operational model. Expectations around operational performance (such as average client wait-time) must be
set and managers must manage using the data.
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While recently implemented, ConneCT has already started to make a significant impact:26,000+ Online Accounts Created40,000+ IVR Accounts Created75,000 Calls Answered by the Benefit Center
– 14,000 Interviews Conducted via Phone– Average Wait Time is ~12 Minutes
~1M Legacy and New Documents Committed into FileNet (Doc Mgmt)
ConneCT – Results and Impact
“This series of technological improvements will gradually change the service landscape at DSS for the benefit of Connecticut residents, the agency’s
dedicated staff, and taxpayers in general. We are literally taking an agency from obsolescence in terms of overwhelmed phones and laborious paper
processing into the modern age of business systems.”-Governor Dannel Malloy