![Page 1: The Role of Modernization in Public Service Delivery](https://reader035.vdocuments.site/reader035/viewer/2022062300/56649e3f5503460f94b2fd29/html5/thumbnails/1.jpg)
The Role of Modernization in Public Service Delivery
![Page 2: The Role of Modernization in Public Service Delivery](https://reader035.vdocuments.site/reader035/viewer/2022062300/56649e3f5503460f94b2fd29/html5/thumbnails/2.jpg)
Modernization Will Transform the Way We Do Business
• The ultimate result will be faster access to critical services for the public, and a more efficient work environment for staff.
• Clients will have real-time access to their case information and, eventually, a web-based application gateway.
• Giving staff the tools they need to get the job done faster and more efficiently.
![Page 3: The Role of Modernization in Public Service Delivery](https://reader035.vdocuments.site/reader035/viewer/2022062300/56649e3f5503460f94b2fd29/html5/thumbnails/3.jpg)
What We Expect To Happen
• Building a client centric business model.
• Planning and implementation process requires time• Insuring a high level of attention and
care is given to do the job well.
• Transition periods – adjustments will have to be made along the way.
![Page 4: The Role of Modernization in Public Service Delivery](https://reader035.vdocuments.site/reader035/viewer/2022062300/56649e3f5503460f94b2fd29/html5/thumbnails/4.jpg)
Modernization of Client Service Delivery
• Currently in the design phase.
• Negotiating terms and conditions with vendor.
• 21 month implementation timeline (once contract is finalized).
![Page 5: The Role of Modernization in Public Service Delivery](https://reader035.vdocuments.site/reader035/viewer/2022062300/56649e3f5503460f94b2fd29/html5/thumbnails/5.jpg)
Presentation Overview
• DSS Services.
• The Challenges in Service Delivery.
• How Modernization and Organizational Change Will Position DSS for the Future.
![Page 6: The Role of Modernization in Public Service Delivery](https://reader035.vdocuments.site/reader035/viewer/2022062300/56649e3f5503460f94b2fd29/html5/thumbnails/6.jpg)
Core Services
• Provide over 90 programs that serve approximately 750,000 people annually.
• Meet basic needs of food, shelter, economic support and health care.
• Promote and support the choice to live with dignity in one's own home and community.
• Promote and support the achievement of economic viability in the workforce.
![Page 7: The Role of Modernization in Public Service Delivery](https://reader035.vdocuments.site/reader035/viewer/2022062300/56649e3f5503460f94b2fd29/html5/thumbnails/7.jpg)
What Types of Services
• Economic Viability• Social Work• Child Support• Health Care
• HUSKY, Charter Oak, Medicaid
• SNAP • Vocational
Rehabilitation Services
• Winter Heating Aid• Fatherhood Initiative
• Weatherization• Childcare• Connecticut
Homecare Program for Elders
• Traumatic Brain Injury• Grandparents as
Parents (GAPS) • Housing Assistance• Teen Pregnancy
Prevention • Elderly Nutrition
Program
![Page 8: The Role of Modernization in Public Service Delivery](https://reader035.vdocuments.site/reader035/viewer/2022062300/56649e3f5503460f94b2fd29/html5/thumbnails/8.jpg)
The Service Delivery Model
• Regional offices throughout the state.
• Direct service
• Strong partnerships with Not for Profits, Community Action Agencies, Hospitals, other state agencies and more.
• Extension services
![Page 9: The Role of Modernization in Public Service Delivery](https://reader035.vdocuments.site/reader035/viewer/2022062300/56649e3f5503460f94b2fd29/html5/thumbnails/9.jpg)
The Infrastructure Is Fragile
• Challenges in our physical, technological and organizational structure.
• Create barriers to efficient and effective service to Connecticut residents.
• Modernization Is A Must Do
![Page 10: The Role of Modernization in Public Service Delivery](https://reader035.vdocuments.site/reader035/viewer/2022062300/56649e3f5503460f94b2fd29/html5/thumbnails/10.jpg)
Technology is Only Part of the Challenge
• Infrastructure includes • Tools – modernization• Changes in the organization and its
processes• How we interact with people and partners
• How the interaction feels to those we are in service to
• Do we deliver results
![Page 11: The Role of Modernization in Public Service Delivery](https://reader035.vdocuments.site/reader035/viewer/2022062300/56649e3f5503460f94b2fd29/html5/thumbnails/11.jpg)
Organizational Change• A refined business model supported with new technology
provides additional supports to insure access and efficiency.
• Service Centers – the regional offices will be available for clients and our partners.
• Processing Centers – located in the regional offices staff will be dedicated to the case maintenance functions that are needed to maintain eligibility.
• Dedicated units – specialized work like that of the current Regional Processing Units, will be administered with dedicated DSS staff to account for the complexities of TFA, LTC, and the RPU.
• Benefits Centers – dedicated eligibility staff delivering services over the telephone.
![Page 12: The Role of Modernization in Public Service Delivery](https://reader035.vdocuments.site/reader035/viewer/2022062300/56649e3f5503460f94b2fd29/html5/thumbnails/12.jpg)
Organizational Change
• Update and build a technological infrastructure.
• Refresh and renew our commitment to serving people.• Organizational Change Management
• Customer service• Seamless access to services• Strong partnerships
![Page 13: The Role of Modernization in Public Service Delivery](https://reader035.vdocuments.site/reader035/viewer/2022062300/56649e3f5503460f94b2fd29/html5/thumbnails/13.jpg)
From Challenge Comes Opportunity
•The Raymond Settlement Agreement in 2007.
• Increased need.
•Staffing patterns.
•Outdated technology.
![Page 14: The Role of Modernization in Public Service Delivery](https://reader035.vdocuments.site/reader035/viewer/2022062300/56649e3f5503460f94b2fd29/html5/thumbnails/14.jpg)
Raymond Settlement Agreement
• Created groundwork for a new infrastructure supported by cutting-edge technology that will revolutionize our client service delivery system through Universal Design.
• Universal Design includes a broad-spectrum of solutions that create environments that are usable and effective for everyone, including people with disabilities.
• Universal Design
• Impacts the Physical, Communication, and Information environments of DSS.
• To insure that the people we serve and in particular people with disabilities (cognitive and physical) are able to successfully interact with our systems.
![Page 15: The Role of Modernization in Public Service Delivery](https://reader035.vdocuments.site/reader035/viewer/2022062300/56649e3f5503460f94b2fd29/html5/thumbnails/15.jpg)
More People Are Seeking Services
0
50,000
100,000
150,000
200,000
250,000
300,000
350,000
400,000
2008 2009 2010
Applications and Assistance Units for All ProgramsNovember 2008 - November 2010
Applications
AUs
Staff
![Page 16: The Role of Modernization in Public Service Delivery](https://reader035.vdocuments.site/reader035/viewer/2022062300/56649e3f5503460f94b2fd29/html5/thumbnails/16.jpg)
Staffing Patterns
33% increase in households
that we serve from
2008 to 2010.
8% Decrease in Staffing
from 2008 to 2010.
![Page 17: The Role of Modernization in Public Service Delivery](https://reader035.vdocuments.site/reader035/viewer/2022062300/56649e3f5503460f94b2fd29/html5/thumbnails/17.jpg)
Technology Has Not Kept Pace
• Eligibility Management System (EMS)
• Phone Systems - outdated
• Web Services – not interactive
• Document Management - nonexistent
![Page 18: The Role of Modernization in Public Service Delivery](https://reader035.vdocuments.site/reader035/viewer/2022062300/56649e3f5503460f94b2fd29/html5/thumbnails/18.jpg)
DSS
Services
Web Front-End
Benefits Center
Service Center
IVR
Process Center
Doc Imaging
Dedicated Units
Community Partners
Community Partners
Service Delivery and Modernization
![Page 19: The Role of Modernization in Public Service Delivery](https://reader035.vdocuments.site/reader035/viewer/2022062300/56649e3f5503460f94b2fd29/html5/thumbnails/19.jpg)
Modernizing the Tools
Paper, Paper, Paper, Paper, PaperPaper
Document Manageme
nt
![Page 20: The Role of Modernization in Public Service Delivery](https://reader035.vdocuments.site/reader035/viewer/2022062300/56649e3f5503460f94b2fd29/html5/thumbnails/20.jpg)
Modernizing the Tools
Physical Physical PlantPlant
Inadequate to Inadequate to address high address high volume and volume and movement of movement of peoplepeople
Processing Centers
Service Centers
Benefits Centers
![Page 21: The Role of Modernization in Public Service Delivery](https://reader035.vdocuments.site/reader035/viewer/2022062300/56649e3f5503460f94b2fd29/html5/thumbnails/21.jpg)
Modernizing the Tools• Phone Systems• Differ from office to
office• Cannot direct callers
to appropriate staff• Voicemail not able to
manage volume of calls
Interactive Voice
Response (IVR)
![Page 22: The Role of Modernization in Public Service Delivery](https://reader035.vdocuments.site/reader035/viewer/2022062300/56649e3f5503460f94b2fd29/html5/thumbnails/22.jpg)
Modernizing the Tools
Web Front End
Limited HoursLimited HoursLimited Entry Limited Entry PointsPointsLimited AccessLimited AccessPaper, Paper, Paper, Paper, PaperPaper
![Page 23: The Role of Modernization in Public Service Delivery](https://reader035.vdocuments.site/reader035/viewer/2022062300/56649e3f5503460f94b2fd29/html5/thumbnails/23.jpg)
What Does This Mean for People
• Better Service• DSS staff will be focused on the specific
service needed by that person.• Timely – case processing will be more timely
as a result of easy access to documents. • Work assignments will be routed to DSS via
technology and they will be based upon due dates and other parameters like expedited requirements.
• Eliminates/reduces amount of paper that must be submitted.
![Page 24: The Role of Modernization in Public Service Delivery](https://reader035.vdocuments.site/reader035/viewer/2022062300/56649e3f5503460f94b2fd29/html5/thumbnails/24.jpg)
What Does This Mean for People
• Choice• Access to DSS services from their phone, their own
computer or a public computer or by coming to an office.
• Access from anywhere in the state. The eligibility caseload will be shared across the state.
• More responsiveness• People can get access the information they need
more quickly. • Expands business hours for people who would like to
access services through web. • Program information is universally accessible 24/7.
![Page 25: The Role of Modernization in Public Service Delivery](https://reader035.vdocuments.site/reader035/viewer/2022062300/56649e3f5503460f94b2fd29/html5/thumbnails/25.jpg)
Strong Partnerships
• As Our Partners• Work with us through the transitions. • Assist our common clients with
access to new systems. • Provide feedback.• Shape our future together.
![Page 26: The Role of Modernization in Public Service Delivery](https://reader035.vdocuments.site/reader035/viewer/2022062300/56649e3f5503460f94b2fd29/html5/thumbnails/26.jpg)
Changing The Changing The Face Of DSSFace Of DSS