open session - calwin wcds bod agenda pkg open v2.pdf · san mateo, iliana rodriguez kristine...

WELFARE CLIENT DATA SYSTEMS BOARD OF DIRECTORS MEETING AGENDA PACKAGE

Friday, April 15, 2016

12:00 P.M. – 2:00 P.M.

Library Galleria

East Room

828 I Street Sacramento, California 95814

Open Session

AGENDA

1

Welfare Client Data Systems Board of Directors’ Meeting

Date: Friday, April 15, 2016

Time: 12:00 PM to 2:00 PM

Location: Library Galleria, East Room, 828 I Street, Sacramento, California 95814

Dial-in: (888) 330-1716; Access: 876 3229; Host (WCDS): 922 08 493 Open Session Only

Attendees: County Directors and/or Delegates CWDA Alameda, Lori Cox Christiana Smith Alameda, Don Edwards Contra Costa, Kathy Gallagher First Data Staff Fresno, Delfino Neira Diane Alexander Orange, Mike Ryan Karen Tinucci Placer, Linda Patterson Sacramento, Ann Edwards (Co-Chair) Hewlett Packard Enterprise San Diego, Rick Wanne Mike Cox San Francisco, Dan Kalamaras Tim Duval San Francisco, Trent Rhorer Chris Van Vlack San Luis Obispo, Lee Collins San Luis Obispo, Kevin Smith OSI San Mateo, Iliana Rodriguez Kristine Dudley Santa Barbara, Daniel Nielson Kurtis Knapp Santa Clara, Robert Menicocci Santa Clara, Umesh Pol WCDS Staff Santa Cruz, Cecilia Espinola Henry Arcangel Solano, Angela Shing Lynn Bridwell Sonoma, Jerry Dunn Stacey Drohan Tulare, Juliet Webb Sheila Lossner Ventura, Barry Zimmerman (Co-Chair) Steve Maciel Yolo, Nancy O’Hara Jo Anne Osborn Hali Reyes Rodain Soto

OPEN SESSION

12:00 1. Call Meeting to Order by WCDS Co-Chair and Introductions (Ann Edwards) 12:02 2. Agenda Review and Comments by WCDS Co-Chair (Ann Edwards) 12:03 3. Meeting Minutes Approval Items (Ann Edwards)

3.1 Board of Directors’ Draft Meeting Minutes, 3/11/2016 – Attachment 3.1

AGENDA WCDS Board of Directors’ Meeting

April 15, 2016

2

12:05 4. SAWS Updates (Kristine Dudley) 4.1 SAWS Executive Steering Committee Meeting Update

12:10 5. Approval / Decision / Action Item(s)

5.1 Approve Strategic Item as Recommended by OPAC, PPM#33106 Improved Online Help for Portal – Attachment 5.1 (Rodain Soto)

5.2 Approve Rotation of WCDS Call Centers for Covered California Calls – Attachments 5.2 (Henry Arcangel)

12:30 6. Discussion Item(s)

6.1 SAWS Consolidated Portal Project – Attachment 6.1 (Henry Arcangel) 6.2 Escalate External Portal Help Desk Call Center, Strategic Item PPM#31702 – Attachment 6.2

(Rodain Soto) 6.3 Statewide Advanced Analytics – Attachment 6.3 (Steve Maciel / Rodain Soto) 6.4 OPAC Retreat Outcomes (Hali Reyes / Victoria Tran) 6.5 Renewals (Hali Reyes)

1:05 7. Hewlett Packard Enterprise Updates 7.1 MR Extracts 17E (Mike Cox) 1:15 8. Portfolio Review

8.1 Strategic Updates - Attachment 8.1 (Rodain Soto) 8.2 Release 45 Analysis - Attachment 8.2 (Lynn Bridwell)

1:30 9. Informational Item(s)

9.1 Strategic Planning Meeting 2016 (Ann Edwards) • Confirmed for Wednesday, 8/10/2016 at the CalWIN Site in Roseville; a calendar invite was

sent to the Board, OPAC and key CalWIN Site staff. The Board’s regularly scheduled Board meeting on 8/12/2016 will be canceled; any action items can be handled at the Strategic Planning Meeting or by the Executive Committee if needed.

9.2 WCDS Board of Directors Co-Chair Nominations for FY 2016/2017 (Ann Edwards) • Nominations will be requested of Board members via email from the WCDS Executive

Director’s office; Elections will take place at the May 2016 Board meeting. 1:33 10. Open Session Adjournment by Co-Chair (Ann Edwards) CLOSED SESSION

11. Approval / Decision / Action Item(s) - None

1:35 12. Discussion

12.1 Revisit CalWIN Program Committees – Attachment 12.1 (Linda Patterson)

AGENDA WCDS Board of Directors’ Meeting

April 15, 2016

3

1:45 13. Informational Item(s) 13.1 WCDS Updates – Attachment 13.1 (Hali Reyes) 1:50 14. WCDS Staff, ED (Ann Edwards)

• Directors only

2:00 15. Closed Session Adjournment and Next Meetings (Ann Edwards) 15.1 Board & Other Meetings Schedule

• Board of Directors Meeting, 5/13/16, Library Galleria, Sacramento

PUBLIC NOTICE This is a regularly scheduled meeting of the WCDS Board of Directors that generally occurs monthly from 12:00 P.M. to 2:00 P.M. at the address noted above. The meeting dates for 2016 are as follows: January 15, February 12 (Canceled), March 11, April 15, May 13, June 10, August 12 (Canceled), September 9 and November 18; there are no meetings for the months July, October and December. Agendas and Materials: Agendas and most supporting materials are available on the CalWIN website at http://www.calwin.org/bod.asp. Due to legal, copyright, privacy or policy considerations, not all materials are posted online. Materials that are not posted are available for public inspection between 8:00 A.M. and 5:00 P.M., Monday through Friday, at 8000 Foothills Boulevard, Roseville, CA 95747. Supplemental Materials: Materials related to an item on this agenda submitted to the Board after distribution of the agenda packet are available for public inspection in WCDS offices at 8000 Foothills Boulevard, Roseville, CA 95747, during normal business hours. Disabled Accommodation: If you have a disability which requires an accommodation, an alternative format, or requires another person to assist you while attending this meeting, please contact Stacey Drohan at (916) 846-7550 as soon as possible to ensure arrangements for accommodation. Approval of Consent Items: Consent Items include routine financial and administrative actions and are usually approved by a single majority vote. There will be no discussion on these items prior to voting on the motion unless Board Members or the public request specific items be discussed and/or removed from Consent. Public Comment: For any member of the audience desiring to address the Board on a matter on the agenda, please walk to the podium and after receiving recognition from the Chair, please state your name and make your comments. Closed session items may be added prior to the Board adjourning to closed session. In order that all interested parties have an opportunity to speak, please be brief and limit your comments to the subject under discussion. Each person is usually granted 3 minutes to speak; time limitations are at the discretion of the Chair. While members of the public are welcomed to address the Board, under the Brown Act, Board members may not deliberate or take action on items not on the agenda, and generally may only listen.

http://www.calwin.org/bod.asp

MEETING MINUTES

1

Welfare Client Data Systems Board of Directors’ Meeting

Date: Friday, March 11, 2016

Time: 12:00 PM to 2:00 PM

Location: Library Galleria, East Room, 828 I Street, Sacramento, California 95814

Dial-in: (888) 330-1716; Access Code: 8763229, Host (WCDS): 001061 Open Session Only

Attendees: County Directors and/or Delegates CWDA Alameda, Lori Cox Christiana Smith X Alameda, Don Edwards Contra Costa, Kathy Gallagher First Data Staff Fresno, Delfino Neira X Diane Alexander Orange, Mike Ryan X Karen Tinucci X Placer, Linda Patterson X Sacramento, Ann Edwards (Co-Chair) X Hewlett Packard Enterprise San Diego, Rick Wanne X Mike Cox X San Francisco, Dan Kalamaras X Tim Duval X San Francisco, Trent Rhorer Chris Van Vlack X San Luis Obispo, Lee Collins San Luis Obispo, Kevin Smith T OSI San Mateo, Iliana Rodriguez Kristine Dudley T San Mateo, Michael Wentworth T San Mateo, Ken Kong T Victoria Tran T San Mateo, Chris Gilson T Santa Barbara, Daniel Nielson Kurtis Knapp Santa Clara, Robert Menicocci Santa Clara, Umesh Pol T WCDS Staff Santa Cruz, Cecilia Espinola X Lynn Bridwell X Solano, Angela Shing X Stacey Drohan X Sonoma, Jerry Dunn T Sheila Lossner X Tulare, Juliet Webb X Steve Maciel X Tulare, Francena Martinez X Jo Anne Osborn X Ventura, Barry Zimmerman (Co-Chair) X Hali Reyes X Yolo, Nancy O’Hara X Rodain Soto X

OPEN SESSION

1. Call Meeting to Order by WCDS Co-Chair and Introductions (Barry Zimmerman)

The meeting was called to order at 12:00pm; introductions followed.

Agenda Item 3.1

MEETING MINUTES WCDS Board of Directors’ Meeting

March 11, 2016

2

2. Agenda Review and Comments by WCDS Co-Chair (Barry Zimmerman)

• Add: 6.2 MR Extract 17E (Mike Cox) 3. Meeting Minutes Approval Items (Barry Zimmerman)

3.1 Board of Directors’ Draft Meeting Minutes, 1/15/2016 – Attachment 3.1

Motion: Rick Wanne/SDG moved to approve the Board’s meeting minutes of 1/15/2016 as written. Dan Kalamaras/SFO seconded. All in favor. Motion carried.

4. SAWS Updates (Kristine Dudley) 4.1 SAWS Executive Steering Committee Meeting Update

No meeting/update. OSI received the Consortium staffing request and is working on that.

4.2 Staffing Review No update.

5. Approval / Decision / Action Item(s) 5.1 Approve Unscheduled County Event Policy as Recommended by OPAC – Attachment 5.1 (Steve Maciel)

Action Item: HPE will produce examples (magnitudes) and frequency of past ‘county events’ to help Counties gauge their future budgeting needs (Note: Past instances have typically been rare and small in impact).

Motion: Juliet Webb/Tulare moved to approve the Unscheduled County Event Policy as recommended by OPAC. Dan Kalamaras seconded. All in favor. Motion carried.

5.2 Approve Strategic Items as Recommended by OPAC – Attachment 5.2 (Rodain Soto)

OPAC has approved the below projects for development. Items 1 and 2 are in flight; Items 3 and 4 are awaiting release assignment. The Board’s ultimate approval on these items is needed. Approved Projects in-flight and scheduled for Release: 1. PPM#31661 Improved/Simplified MyBCW account creation changes 2. PPM#30692 Long-term Solution for CalHEERS DERs processing (the “Change DER”) Approved Project for PAC and Release TBD: 3. PPM#33405 Enhanced Case Summary View (“Single view of Case/Clients”) 4. PPM#32222 Enhanced Application Architecture and External Referral in CWEA


March 11, 2016

3

WCDS awaits OPAC’s approval on the following projects (votes are due by COB 3/11): 5. PPM#33106 Improved Online Help for Portal 6. PPM#33107 County Worker View of Client User Session (“Co-browsing capability for Portal”) 7. PPM#31702 Portal Call Center/Chat Ability

Item 5 requires county funding for the first year. Request for FY 2017/2018 funding will be submitted along with Consortia, as a State-wide initiative.

Directors agreed to vote on Items 1 through 4 and hold Items 5 through 7 for further future discussion.

Motion: Cecilia Espinola/SCZ moved to approve OPAC’s recommendation to develop Items 1 through 4. Juliet Webb/TUL seconded. All in favor. Motion carried.

6. Discussion Item(s) 6.1 Releases 43/44 and 44B (Jo Anne Osborn and Chris Van Vlack)

Four major releases have been implemented – Releases 43/44, 44B and ADF software/hardware upgrades. The command center has not been receiving any significant issues; it has been successful. CalWIN is the first to fully automate WPR for the Welfare-to-Work 24-hour timeclock; a major and complex endeavor. The final stages of code implement this weekend.

CalHEERS will expand their command center to include SAWS for future releases.

6.2 MR Extracts 17E (Mike Cox) There is a large extract pulled from our database that builds a number or reports. A correction was made to it that created a break in the process and has been a lingering issue. HPE reviewed the timeline of events. Moving forward, a temporary process, which includes a manual component, has been established and reports will be delivered on April 4th and May 4th. A permanent solution will be delivered in May for reports starting in June. The impact to Counties and the State was expressed and acknowledged. WCDS had informed CDSS of the issue and the steps in progress to resolve. Action Item: The CalWIN site will provide status updates relating to the MR E17 reports to the Board every two weeks. Action Item: The CalWIN site will forward a timeline of events to the Board for reference.


March 11, 2016

4

7. Hewlett Packard Enterprise (HPE) Updates

7.1 Operational Updates 7.1.1 Client Correspondence – Attachment 7.1.1 (Chris Van Vlack)

HPE has released three template batches to Exstream. With the release of R43/R44, additional automation has also been released to production and significantly reduced the run time of this CC batch job – up to 4 times faster. The number of open SRs has been reduced to 5, and performance testing for historical migration has begun. Upon completion, the new storage system will be moved into production (ETA: May 2016). On March 7, SB 1341 went into production and CalWIN is now producing those notices.

7.1.2 Operational Excellence – Attachment 7.1.2 (Mike Cox) At the January meeting, the Board requested the list of current initiatives managed under Operational Excellence. See attached. Initiatives are tied to contractual obligations and some to CalWIN NextGen strategies. Completion dates are set by quarter. Action Item: HPE to add a status update to the OE chart going forward.

7.2 Flexible Delivery Alternatives: Approach to Sacramento Initiatives – Attachment 7.2 (Lynn Bridwell and

Chris Van Vlack) This item is in follow-up to discussion at the January meeting where the Board approved flexible delivery alternatives – with the main goal to allow office/online document preview and e-signing of county forms (initially starting with Statement of Facts). The Board approved the concept and requested the “how” it would work. See attached. This was initiated by Sacramento, but other counties could leverage it. This positions us for integration with other partners, such as DocuSign for e-signature capabilities and other platforms that would allow the uploading and completion of documents online.

8. Portfolio Review

8.1 Strategic Updates - Attachment 8.1 (Rodain Soto) • BI HPE Team began formal Test Phase (front to end testing, data quality, performance, and regression

testing) • Data Governance framework and organization provided to OPAC last month • Advanced Analytics’ next Phase approved by WCDS (6-month project); looking into increased

awareness of the tool with webinars and in-person workshop. • Usability Enhancement projects combined into a unified Usability Portfolio; a steering committee has

been developed to include three county reps to handle escalated items. • HPE planning NextGen CalWIN sequence with WCDS to provide Road Map • WCDS meeting with stakeholders for potential Statewide projects (A87 funding) • WCDS and HPE pursuing opportunities to showcase Analytics Capabilities • BI OCM in-county meetings begun for county specific readiness and preparations (Feb/March 2016)


March 11, 2016

5

9. Informational Item(s)

9.1 A-87 Funding Request - Advanced Analytics, Portal/Mobile App (Hali Reyes) This is the first time we will be submitting a statewide SAWS request for dollars for CMS, Advanced Analytics and Portal/Mobile App. For the time being, WCDS is self-funding the AA initiative and moving forward. WCDS has provided presentations to several agencies - DHCS, OTECH and CDSS. DHCS offered to help WCDS prepare the justification document for the APDs (one for each initiative). Relationships are emerging from the coordination amongst vendors on these initiatives. HPE will take the lead on AA since we were in this space first. C-IV is taking the lead on Portal/Mobile App since they have migration activities underway that can consolidate portals. The APDs will be submitted to OSI for review and facilitation of the approval process. The first date will match up with both the state and federal review cycles. The sponsor review should be finished by June.

9.2 Strategic Planning Meeting 2016 (Barry Zimmerman)

The SAWS Strategic Meeting should give us context for our own Strategic Planning Meeting. It was agreed to hold the WCDS SPM in August. Action Item: Stacey Drohan to poll August dates of availability for the WCDS SPM and determine a location.

10. Open Session Adjournment by Co-Chair (Barry Zimmerman) CLOSED SESSION

11. Approval / Decision / Action Item(s)

11.1 Approve WCDS Communications Matrix – Attachment 11.1 (Hali Reyes) No action / approval.

12. HPE Update 12.1 CalWIN NextGen – Attachment 12.1 (Chris Van Vlack / Tim Duval)

No action.

13. Discussion None 14. Informational Item(s) 14.1 WCDS Updates – Attachment 14.1 (Hali Reyes) 15. Closed Session Adjournment and Next Meetings (Barry Zimmerman)

15.1 Board & Other Meetings Schedule


March 11, 2016

6

• Board of Directors Meeting, 4/15/16, Library Galleria, Sacramento

Adjourned at 1:50pm.

ACTION ITEMS

ID

Open Date Description of Action Item

Assigned to

Due

Closed Date

63 1/15/2016 HPE to demonstrate to the Board how flexible delivery alternatives would be executed at the March meeting.

Close – delivered within 3/11/16 agenda pkg.

Chris Van Vlack

3/2016 3/11/2016

64 1/15/2016 WCDS to create a brief orientation packet for Directors’ use in educating workers on the history/purpose of the WCDS Consortium, the role of WCDS, our stakeholders, communication protocols, etc.

In progress; discussed at 3/11 meeting.

Hali Reyes, Stacey Drohan

3/2016 4/15/2016

65 3/11/2016 Produce examples (magnitudes) and frequency of past ‘county events’ to help Counties gauge their future budgeting needs (Note: Past instances have typically been rare and small in impact); relates to the County Event Policy.

Chris Van Vlack / Mike Cox

4/15/2016

66 3/11/2016 The CalWIN site to provide status updates relating to the MR E17 reports to the Board every two weeks.

Hali Reyes / Jo Anne Osborn

Ongoing

67 3/11/2016 The CalWIN site to forward a timeline of events to the Board for reference (relating to the MR 17E issue).

Emailed on 3/15/16. Close.

Stacey Drohan ASAP

3/15/2016

68 3/11/2016 HPE to add a status update to the OE chart going forward.

Chris Van Vlack / Mike Cox

4/15/2016

69 3/11/2016 Poll dates of availability in August for the WCDS SPM and determine a location.

In progress; polling Wed 8/10/2016.

Stacey Drohan 4/15/2016

1

WCDS Board of Directors Approval Needed

Meeting Date: Friday, April 15, 2016 Subject: Approve OPAC Recommended Strategic Item - PPM#33106 Improved Online

Help for Portal Presenter: Rodain Soto

Approval Needed

OPAC recently voted on a Strategic Goal #2 (SG#2) project focused on Portal usability and productivity enhancement. The approval vote was 14 Yes, 3 No, 1 Absent. The proposal is PPM#33106 Improved Online Help for Portal – intended to support self-service help by users/clients by expanding the available online help, process help, and context sensitive Help for feature/field level.

WCDS seeks affirmation from the Board to approve “PPM#33106 – Improved Online Help for Portal.”

Supportive Information

Proposal details: 33106 – Improved Online Help for Portal (Estimate $300,000) • Update the current MyBenefits CalWIN Help navigation to make it easier for the user to

locate and access “How to” topics. • Update existing Help topics to enhance the step-by-step instructions for all major features

available in MyBCW. The topics will provide guidance on how to access each feature, provide specific tips to complete the process, and troubleshoot common issues.

• Add additional topics for specific steps and features within the Apply for benefits, Am I eligible, SAR7, RRR and Disaster CalFresh process. The topics will provide guidance on how to access each feature, provide specific tips to complete the process, and troubleshoot common issues.

• Add a context sensitive Help icon at a feature/field level to specific features which might need more explanation.

Agenda Item 5.1

2

PROs CONs

Provides immediate visual help to users. Will need to be incorporated into all future changes as we add or update pages.

Guide user to completion of intended session.

There is no specific data to guide depth and breadth of needed enhancements to online help.

Helps user get out of “trouble” with most common issues.

This enhancement is in lieu of a website redesign and may not directly address full ease of use.

Reduces need for further help (Calls or CoBrowsing).

Allows a greater percentage of the population to be truly self-service.

1

WCDS Board of Directors Decision Item

Meeting Date: Friday, April 15, 2016 Subject: Monthly Rotation Schedule for WCDS Call Centers for Covered California Calls Presenter: Henry Arcangel / Fue Kue

Decision Item

Implement a Monthly Rotation Schedule of CalWIN counties to handle Quick Sort Transfer calls during the Non-Open Enrollment Period for regular business hours. All 18 counties will resume regular operation during the Open Enrollment Period.

Supporting Information

Quick Sort Transfer (QST) calls for all consortia has dropped significantly since implementation as illustrated on the attached chart - “BETA_Statewide HCR Report_By Month.pdf”. Each CalWIN county has dedicated staff available to handle these calls for their specific county. Currently, the average daily calls for CalWIN in February 2016 and March 2016 is only about 60 calls per day (see chart below). In addition, the call projections provided by Covered California only averages to about 50 calls per day (see the “County 369 April.pptx” attached).

Since the daily calls are projected to continue on a downward trend, WCDS recommends implementing a monthly rotation schedule to handle these QST calls. This schedule will consist of 6 Regions of 3 counties each and will take effect starting May 2016 until the 2016/2017 Open Enrollment. (Assumption: Open Enrollment begins in November as in 2015). This new rotation schedule will require that each region commit to receive and handle QST calls on behalf of the CalWIN Consortium for one month.

Average weekday calls per day - 2016 February 70 Actual March 53 Actual April 50 Projection May 52 Projection June 46 Projection

Agenda Item 5.2 Doc 1 of 3

2

Proposed County Regions Region 1 Region 2 Region 3 Region 4 Region 5 Region 6 Sacramento (Large), Santa Clara (Large), Solano (Medium)

Alameda (Large), Santa Cruz (Small), Sonoma (Medium)

Contra Costa (Large), Orange (Large), San Luis Obispo (Small)

Placer (Small), San Francisco (Large), Ventura (Medium)

Fresno (Large), Santa Barbara (Medium), San Mateo (Medium)

San Diego (Large), Tulare (Medium), Yolo (Small)

Proposed Rotation Schedule 2015 Region 1 Region 2 Region 3 Region 4 Region 5 Region 6 May Work Off Off Off Off Off June Off Work Off Off Off Off July Off Off Work Off Off Off August Off Off Off Work Off Off September Off Off Off Off Work Off October Off Off Off Off Off Work

Attachment: “BETA_Statewide HCR Report_By Month.pdf” and “County 369 April.pptx”

Decision Made

TBD

San Bernardino County

Totals StatewideStart = Tuesday, October 1, 2013 to End = Monday, March 14, 2016

0

10,000

20,000

30,000

40,000

50,000

10/201311/2013

12/20131/2014

2/20143/2014

4/20145/2014

6/20147/2014

8/20149/2014

10/201411/2014

12/20141/2015

2/20153/2015

4/20155/2015

6/20157/2015

8/20159/2015

10/201511/2015

12/20151/2016

2/20163/2016

Calls Handled

Month

Sum

of C

alls

Handle

d

Sum of Calls Handled /By Each Month Historical

Total

Calls

Handled

10

/20

13

11

/20

13

12

/20

13

1/2

01

4

2/2

01

4

3/2

01

4

4/2

01

4

5/2

01

4

6/2

01

4

7/2

01

4

8/2

01

4

9/2

01

4

10

/20

14

11

/20

14

12

/20

14

1/2

01

5

2/2

01

5

3/2

01

5

4/2

01

5

5/2

01

5

6/2

01

5

7/2

01

5

8/2

01

5

9/2

01

5

10

/20

15

11

/20

15

12

/20

15

1/2

01

6

2/2

01

6

3/2

01

6

Total 432,142 23,583 19,812 28,363 26,606 24,725 42,836 48,404 43,005 25,025 14,128 7,422 8,244 12,391 5,949 12,163 16,465 19,322 5,855 4,756 3,637 3,802 3,672 3,274 3,372 3,505 4,748 5,440 7,604 2,955 1,079

CalWIN 196,551 10,612 9,146 13,298 12,769 11,368 18,743 22,206 19,443 11,451 6,393 3,432 3,878 5,675 2,661 5,241 7,530 8,252 2,723 2,211 1,687 1,743 1,728 1,490 1,641 1,611 2,101 2,567 3,117 1,325 509

C-IV 99,143 6,758 5,358 7,354 6,522 5,908 10,386 11,197 9,332 5,234 3,086 1,518 1,607 2,320 1,114 2,455 3,401 3,982 1,127 975 696 811 760 696 687 774 1,042 1,248 1,933 630 232

LA 136,448 6,213 5,308 7,711 7,315 7,449 13,707 15,001 14,230 8,340 4,649 2,472 2,759 4,396 2,174 4,467 5,534 7,088 2,005 1,570 1,254 1,248 1,184 1,088 1,044 1,120 1,605 1,625 2,554 1,000 338

Page 1 of 11M:\HCR\Consortia Daily Reports\BETA_ Statewide_HCR_Report_ By Month.rpt 2:43 pm Tuesday, March 15, 2016

Developed by Richard Silva Staff Analyst II for San Bernardino County

Agenda Item 5.2Doc 2 of 3



Calls Offered Calls Handled Calls Abandoned (All) ASA (seconds) AHT (minutes & seconds) Service LevelDate Percentage Handled %Calls ABA in Q

3,187 3,149 27 0.56 98.8329:31910/02/2013 99.12

5,546 5,229 24 0.43 93.2924:34410/07/2013 99.16

5,554 5,501 35 0.63 98.5622:24410/14/2013 99.11

5,773 5,740 15 0.30 98.6424:40510/21/2013 99.50

3,993 3,964 11 0.28 98.0824:31510/28/2013 99.26


1,010 1,003 1 0.10 98.1627:191011/01/2013 99.75

5,258 5,171 54 1.01 98.4825:31611/04/2013 98.68

4,347 4,301 20 0.27 98.6124:35711/12/2013 98.76

5,409 5,320 52 0.51 99.6123:32911/18/2013 98.19

4,058 4,017 17 1.11 99.0418:39811/25/2013 98.24


6,604 6,425 113 1.09 96.6618:371212/02/2013 97.16

8,235 8,086 86 0.97 95.7819:261012/09/2013 97.59

7,094 6,990 69 0.97 97.3828:281012/15/2013 98.33

4,872 4,735 83 1.64 93.6028:331012/22/2013 97.01

2,160 2,127 22 1.01 95.6625:151112/30/2013 98.29






3,050 3,006 19 0.62 98.6928:24801/02/2014 98.76

6,859 6,765 47 0.73 96.0527:311001/06/2014 98.45

6,576 6,482 54 0.79 97.3226:331001/13/2014 98.58

5,461 5,345 90 1.61 97.2526:29801/21/2014 97.66

5,061 5,008 35 0.64 98.6226:37801/27/2014 98.87


499 497 1 0.20 99.5527:33702/01/2014 99.62

5,972 5,904 36 0.57 97.8726:241002/03/2014 98.83

6,269 6,230 21 0.26 98.9426:26802/10/2014 99.31

5,615 5,513 34 0.44 97.9524:25902/18/2014 98.42

6,676 6,581 45 0.47 97.4025:351002/24/2014 98.64


446 440 3 0.47 97.7229:28903/01/2014 98.69

10,491 10,389 75 0.62 97.8526:28903/02/2014 98.70

10,621 10,299 72 0.60 97.5226:26903/09/2014 98.98

9,914 9,794 75 0.70 97.7524:27903/16/2014 98.69

9,499 9,341 91 0.90 97.3327:27903/23/2014 98.63

2,602 2,573 22 0.76 97.6127:35903/30/2014 99.25






9,093 8,987 50 0.50 97.2825:341004/01/2014 98.81

11,431 11,330 62 0.53 98.1125:26804/07/2014 99.19

10,511 10,424 45 0.28 98.1624:30804/14/2014 99.14

10,769 10,684 46 0.38 92.1821:31804/21/2014 93.83

7,073 6,979 52 0.74 95.6022:261204/28/2014 98.60


3,970 3,932 19 0.48 98.0124:18905/01/2014 99.11

11,266 11,156 60 0.46 97.1822:371005/05/2014 99.19

11,136 11,017 64 0.57 97.2522:39905/12/2014 99.02

9,524 9,402 72 0.65 97.3023:30905/19/2014 99.11

7,556 7,498 21 0.23 98.7423:34805/27/2014 99.27


8,373 8,280 55 0.62 98.0023:29906/02/2014 98.98

7,017 6,996 31 0.42 98.2323:35806/09/2014 99.19

5,002 4,960 22 0.34 98.8124:32706/16/2014 99.42

3,879 3,829 18 0.36 92.2424:26806/23/2014 98.81

972 960 6 0.42 97.8924:37906/30/2014 98.98






2,277 2,238 22 0.84 98.4625:33707/01/2014 98.73

4,281 4,227 28 0.61 98.1025:30807/07/2014 99.04

3,835 3,797 22 0.42 98.1925:28807/14/2014 99.10

2,206 2,186 9 0.33 98.7826:33707/21/2014 99.09

1,698 1,680 14 0.60 98.3928:29607/28/2014 99.36


340 331 2 0.59 97.1826:26608/01/2014 98.27

1,669 1,644 11 0.48 92.5827:27808/04/2014 98.93

3,299 1,850 16 0.85 97.2529:21808/11/2014 98.71

1,739 1,713 12 0.63 98.2328:32808/18/2014 98.63

1,917 1,884 19 0.78 96.5428:29908/25/2014 98.34


1,544 1,507 20 0.46 96.1928:26809/02/2014 96.87

2,067 2,033 22 0.87 97.1725:33809/08/2014 99.09

2,181 2,150 16 0.42 97.1627:28809/15/2014 98.87

2,045 2,008 24 1.08 96.4727:331009/22/2014 98.85

553 546 4 0.55 97.8229:27909/29/2014 98.96






1,067 1,044 7 0.66 95.9527:251110/01/2014 98.16

2,359 2,324 20 0.72 96.1530:291010/06/2014 98.78

3,406 3,343 37 0.79 96.8828:28910/13/2014 98.64

3,123 3,072 23 0.52 96.6429:271010/20/2014 98.90

2,670 2,608 37 1.09 95.8730:451010/27/2014 98.06


81 78 2 2.47 96.5830:411011/01/2014 97.02

1,441 1,406 20 1.18 89.4223:261011/03/2014 92.34

1,221 1,179 7 0.49 97.3427:29911/10/2014 97.31

1,947 1,870 12 0.46 96.9026:271011/16/2014 97.26

1,484 1,416 14 0.47 96.3026:381011/23/2014 96.17


3,486 2,359 6 0.10 97.3226:33912/01/2014 94.18

2,999 2,901 15 0.33 97.9627:28812/07/2014 97.69

3,256 3,217 25 0.49 97.3926:30912/14/2014 99.33

1,905 1,894 7 0.22 97.1725:33912/22/2014 99.69

1,819 1,792 19 0.71 94.2824:371412/29/2014 98.87






756 742 12 1.18 96.7326:271101/02/2015 98.21

4,175 4,141 21 0.48 87.9926:351301/04/2015 99.25

4,449 4,380 44 0.81 93.5326:271301/12/2015 98.47

3,125 3,115 35 0.75 95.6227:331101/20/2015 99.01

4,138 4,087 32 0.73 96.4026:381001/26/2015 99.04


4,660 4,602 34 0.63 94.3525:231202/02/2015 98.71

8,565 8,362 149 1.65 90.0326:311802/08/2015 97.95

3,930 3,878 128 0.64 96.9925:261002/15/2015 98.13

2,495 2,480 7 0.21 86.4825:27902/23/2015 99.16


1,733 1,722 4 0.06 96.7726:281003/02/2015 99.35

1,350 1,343 0 0.00 91.7324:301003/09/2015 94.04

1,333 1,321 4 0.15 96.5127:351003/16/2015 98.70

1,231 1,210 16 1.22 96.5126:241003/23/2015 98.45

260 259 1 0.38 96.7826:34903/30/2015 99.63






673 668 4 0.29 93.6328:331004/01/2015 96.68

1,065 1,056 5 0.56 95.5926:301104/06/2015 99.29

682 675 3 0.58 98.4327:28904/13/2015 98.77

1,181 1,167 4 0.34 95.6926:271104/20/2015 98.04

1,207 1,190 13 1.00 94.8727:361104/27/2015 98.70


206 204 2 0.00 95.6325:24905/01/2015 97.92

869 865 2 0.11 96.9627:281005/04/2015 99.77

906 903 2 0.11 97.0926:36905/11/2015 99.91

873 870 3 0.11 97.0526:30905/18/2015 99.62

803 795 4 0.25 97.8826:33905/26/2015 98.81


842 833 4 0.48 91.2627:28906/01/2015 98.98

875 871 3 0.23 91.9826:301006/08/2015 99.58

822 814 5 0.00 96.5427:31906/15/2015 99.62

899 895 1 0.11 97.4626:27906/22/2015 98.99

392 389 1 0.51 96.2127:211006/29/2015 99.12


376 371 1 0.26 96.1526:28907/01/2015 98.61





823 813 1 0.12 96.2625:24907/06/2015 98.71

887 877 2 0.00 96.5128:35907/13/2015 99.11

806 803 2 0.12 97.6627:291007/20/2015 99.61

810 808 2 0.00 96.9327:241007/27/2015 99.69


24 24 0 0.00 100.0031:27908/01/2015 100.00

690 685 3 0.29 98.1325:321008/03/2015 99.39

756 750 3 0.26 97.0126:301008/10/2015 99.34

900 887 6 7.66 97.2025:251008/17/2015 93.55

791 784 4 0.51 97.1726:341108/24/2015 99.35

146 144 2 1.36 97.1426:391008/31/2015 98.82


667 660 3 0.15 96.0528:221009/01/2015 97.96

702 690 7 1.14 96.9127:301109/08/2015 98.69

758 754 0 0.00 98.5728:281009/14/2015 99.66

893 882 6 0.45 81.1622:25909/21/2015 82.56

386 386 0 0.00 97.5528:341109/28/2015 100.00


340 337 2 0.59 98.1026:261010/01/2015 99.37





791 782 3 0.13 80.3323:25910/05/2015 82.22

646 643 1 0.15 95.5128:281310/12/2015 99.71

831 827 3 0.24 97.0828:221010/19/2015 99.66

925 916 6 1.00 96.2626:331210/26/2015 93.68


1,354 1,344 6 0.22 96.9329:291111/02/2015 99.52

1,183 1,168 10 0.76 95.5028:361111/09/2015 98.41

1,250 1,233 7 0.56 96.3829:381111/16/2015 96.55

721 714 1 0.54 78.7619:23811/23/2015 79.09

289 289 0 0.00 96.6630:341211/30/2015 100.00


1,096 1,077 6 0.27 90.3528:281012/01/2015 91.56

1,688 1,663 17 0.83 96.5527:291112/07/2015 98.82

1,578 1,554 15 0.76 82.1726:251012/13/2015 79.41

320 314 5 0.94 63.5922:18812/21/2015 66.01

846 832 4 0.47 95.2428:291312/28/2015 98.56


15 15 0 0.00 33.3310:12301/01/2016 33.33

1,227 1,198 12 0.90 90.8629:261201/04/2016 98.20





1,726 1,683 17 0.93 94.0229:291401/11/2016 98.02

1,378 1,348 17 1.02 67.5323:221101/18/2016 76.65

3,268 3,170 69 1.90 87.6830:291901/25/2016 97.43

206 190 6 2.91 90.9626:331001/31/2016 90.45


1,186 1,176 6 0.43 80.9623:301202/01/2016 85.17

556 553 2 0.36 80.0724:231002/08/2016 82.88

508 503 4 0.60 63.1419:201002/15/2016 71.37

585 577 4 0.68 79.5524:211102/21/2016 82.46

147 146 1 0.00 96.0527:291102/29/2016 100.00


433 423 8 1.39 93.7627:221203/01/2016 98.43

552 550 2 0.18 94.2428:321303/07/2016 99.66

107 106 0 0.00 97.7030:431003/14/2016 98.80

3,283 432,142 440,860Grand Totals 94.52 96.74 0.65 26:290:010

Calls Handled Calls Abandoned (All) % Handled %Calls ABA in Q ASA (seconds) AHT (minutes & seconds)Calls Offered Service Level



County Consortia 30.60.90 Forecast

April 2016

Agenda Item 5.2Doc 3 of 3

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April 2016

CalWin C-IV LEADER TOTALS4/1/2016 Fri 52 28 51 131

Week 1 Totals 52 28 51 1314/4/2016 Mon 49 25 42 1164/5/2016 Tue 50 26 44 1204/6/2016 Wed 51 24 42 1174/7/2016 Thu 48 25 46 1194/8/2016 Fri 45 25 37 107




Week 5 Totals 302 143 278 723

Montly Totals 1051 544 888 2483

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May 2016

CalWin C-IV LEADER TOTALS5/2/2016 Mon 52 26 41 1195/2/2016 Tue 53 28 42 1235/4/2016 Wed 54 26 40 1205/5/2016 Thu 51 27 44 1215/6/2016 Fri 55 30 49 134

Week 1 Totals 264 136 216 6165/9/2016 Mon 45 23 29 97

5/10/2016 Tue 45 24 30 1005/11/2016 Wed 46 23 29 985/12/2016 Thu 44 24 31 995/13/2016 Fri 47 26 35 109



Week 4 Totals 283 168 224 6745/31/2016 Tue 80 44 59 183

Week 5 Totals 80 44 59 183

Monthly Totals 1100 604 826 2531

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June 2016

CalWin C-IV LEADER TOTALS6/1/2016 Wed 47 23 35 1056/2/2016 Thu 44 24 38 1066/3/2016 Fri 48 27 43 117

Week 1 Totals 139 74 116 3286/6/2016 Mon 45 23 35 1046/7/2016 Tue 46 25 37 1086/8/2016 Wed 40 20 25 866/9/2016 Thu 38 21 27 87

6/10/2016 Fri 41 23 31 95Week 2 Totals 211 113 155 480

6/13/2016 Mon 39 21 25 856/14/2016 Tue 40 22 27 886/15/2016 Wed 42 22 27 926/16/2016 Thu 40 23 29 926/17/2016 Fri 45 28 35 108


Week 4 Totals 231 134 169 5346/27/2016 Mon 55 30 42 1276/28/2016 Tue 56 32 44 1326/29/2016 Wed 57 30 41 1286/30/2016 Thu 53 31 43 127

Week 5 Totals 221 123 170 514

Monthly Totals 1008 559 753 2320

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WCDS Board of Directors Discussion Item

Meeting Date: Friday, April 15, 2016 Subject: SAWS Consolidated Portal Project Presenter: Henry Arcangel

Discussion Item

The three Consortia (Statewide Automated Welfare System (SAWS) Consortium IV (C-IV), Welfare Client Data Systems Consortium (WCDS) and LEADER Replacement System Consortium (LRS)) have submitted a joint Implementation Advance Planning Document (IAPD) to request approval for the design, development, implementation, and maintenance and operation for a combined 58-county participant self-service portal (inclusive of a website and mobile application). The project associated with this effort is known as the SAWS Consolidated Portal project. The SAWS remain the system of record for the client information and serve the requests received from the consolidated portal to provide up-to-date and accurate information to the client.


The goal of the SAWS Consolidated Portal project is to reduce the number of SAWS self-service portals from three to one while providing a consistent and improved self-service capability to the clients. The initial release of the consolidated portal will have all the functionality of the existing three portals and mobile applications. This will mean that no participant loses access to functionality as a result of the consolidation and many clients may receive enhanced self-service features should an individual Consortium choose to enhance their SAWS to use the enhanced features.

Joint Requirements Sessions Prior to the submission of the joint IAPD, the three Consortia performed a joint requirements analysis to determine the necessary functionality for the consolidated portal. The guiding principle was for none of the Consortia to lose needed functionality with the consolidated portal.

These requirements also drove estimates for changes to the SAWS in each Consortium in order to communicate with the consolidated portal—each SAWS is currently tightly integrated with its own portal. The consolidated portal application will result in each SAWS creating a consistent web services interface. This interface could also potentially be leveraged for future projects which need to conduct informational transactions with the SAWS. Technical requirements were also determined jointly by the Consortia, which drove technical architecture as well as infrastructure estimates.

Agenda Item 6.1

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Consolidation Benefits The consolidated portal aligns with the four goals of the CHHS Information Strategic Plan 2016, in particular Goal 2, of “Collaborative delivery of projects through an enterprise shared services strategy.” This consolidated portal project is a highly collaborative delivery across the three Consortia and their SAWS vendors to provide a shared service to the citizens of California. The resulting client transaction interfaces will establish a standardized, re-usable web services interface for all three SAWS. Additionally, the consolidated portal will increase value for California and Federal Government expenditures since system changes to the consolidated portal will only have to be implemented once instead of three times.

Client Benefits This project is designed to provide multiple client benefits and is focused on self-service delivery as a significantly increasing number of clients have access to personal computers and/or smart phones. These client satisfaction benefits include the following:

• Consistent portal application experience regardless of the serving County/Consortium

• Participants will not need to change the one portal application in the event that they move to a County in a different Consortium

• Elimination of the client learning curve, and associated questions to County workers, in the event that a client changes serving County

• Increased access to information for participants that is more uniform across the State of California

• The potential for increased self-service features in the portal application as the capabilities of each Consortia application is consolidated

• The potential for increased access hours for more of the portal features as each Consortium increases its web services interface capability and availability

• The potential to request additional text/email reminders regarding upcoming program requirements, thereby improving communication and reducing churn

• As this project occurs before the LRS/C-IV migration it will be easier on clients from C-IV Counties and LA County because they will not be affected by portal changes due to the LRS/C-IV migration

• One central help desk for assistance with the consolidated portal

Staff Benefits This project is designed to provide County staff benefits including the following:

• Reduction in client in-person or phone contacts to County workers through additional self-service features as each Consortium enhances their SAWS to access these features if desired

• Reduction in client in-person or phone contacts to County workers regarding usage of the portal when they change Consortia

• Ability to use consistent collateral materials across the State of California to “advertise” the portal

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• Reduction in the “churn” rate (clients who are discontinued and immediately successfully re-apply) through effective outreach to increase the usage of self-service access to case status information and upcoming program requirements

• Eliminates the need for each Consortium to provide language translation services for the cross Consortia content (Counties will still provide translation services for the County specific portal content)

• Areas for County specific content while still providing a consistent look and feel to the portal for the client’s ease of use

• Ability to leverage help desk staff across the three consortia

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Meeting Date: Friday, April 15, 2016 Subject: OPAC Escalate External Portal Help Desk Call Center Presenter: Rodain Soto

Discussion Item

OPAC is escalating the External Portal Help Desk Call Center discussion to the Board of Directors. The proposal “PPM#31702 Portal Call Center/Chat Ability” could not gain consensus for a recommendation from OPAC.

WCDS invites discussion from the Board on PPM#31702 – Portal Call Center (see detail for two options listed below). The Board would need to approve initial county self-funding of this proposal until State funding is approved (requested in FY17/18 APD).


Background: CRFI 02-2690, sent out 2/29/2016, requested an OPAC vote for Portal Help proposals. The vote was for three proposals as a package. The final vote was 8 Yes, 9 No, and 1 Abstain (including eleven counties that provided recommendation for one of two options: voted 8-3 in favor of Option 2 call center hours if Call Center is approved). At the March OPAC meeting, WCDS reported the vote results and invited discussion to determine concerns from the counties on the proposals. OPAC motioned to separate the three proposals for individual votes. From the March meeting, WCDS captured the following concerns during OPAC discussion of the Portal Package:

• Many counties found it difficult to support the package of three proposals in its entirety and felt they had to vote No for the package even if issue was with a single proposal.

• Counties are concerned with customer service and client perceptions by having an external or “non-county” call center, especially if most call will ultimately be transferred. Clients will not distinguish between county and call center staff and will not feel helped as they are transferred between agents.

• Some counties are concerned that the Call Center will not provide adequate Return on Investment (ROI) due to low call volumes.

Agenda Item 6.2 Revised

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• Some counties utilized Community Based Organizations (CBOs) to meet the need of clients navigating the Portal and find a better ROI using CBOs.

• The cost factor for Call Center was the prohibitive factor in voting no. • Some counties did not support “co-browsing” or Call Center options as the right problem to

address. These counties would rather see usability and customer experience addressed through ease of use and intuitive updates to Portal screens and navigation.

• Some Counties would prefer a Call Center that could provide full service with no need to transfer which could only be provided by county staff.

Pros and Cons of the External Portal Help Desk Call Center:

PROs CONs

In perfect alignment with all future development including NextGen CalWIN, and helps support NextGen strategic goals of higher levels of consistent self-service.

OSI has said that change dollars cannot be used to fund a help desk, but there is the possibility of operational funding in the future. A possible county-funding model is attached below. which can be exercised until OSI approves operational funding in 2017/2018.

Reduces need for counties to staff for and accommodate those calls.

May increase the call load to county helpdesks –this may be minimized through additional support projects (Improved Online Help, Co-browsing, etc.)

Provides ready, consistent, high quality first level support for users of MyBCW Portal and Mobile products.

As there is no current data available from the counties on frequency, length, or nature of help desk calls for portal, usage statistics were used as input to a standard estimation process to determine level of service. This may require re-evaluation based on actual usage. Ramp up and Ramp down activities can be done with a reasonable lead-in window.

Allows counties to encourage greater use of self-service products without concern for site support.

Support related to data entry or eligibility questions will require a transfer to County.

Release independent (not tied to software/major release). Can be started immediately. (Provision telecom circuit and hiring/staffing can will determine start date).

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Scope of Proposal. (Includes constraints or limitations to proposed option, assumptions applied to each option, and population impacted by decision).

31702 – Portal Call Center (Estimate Option 1 - $1.565M or Option 2 - $1.060M)

• Stand-up 1st level support for self-service clients (Portal / MyBCW / Mobile) • Hours of Operation M – F 8am to 8pm (Option 1) or 9am to 6pm (Option 2) Coverage can

be extended for additional cost. • Initially provide support in English and Spanish. • Initial term of 1 year – which can be re-evaluated and extended. • A single phone number for all counties will be presented to users of the portal • Provide functional, account, password, and directional support to portal users. • Cannot provide eligibility or specific case related help (see Capability Matrix Below) • Calls that need uncovered support will need to be warmly passed to county help desks. • Minimal reporting based on call sorting is included. Deeper, statistical and/or incident level

reporting is not in scope, but available at additional cost.

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Call Center Capability MatrixSupport Question YES NO

What do I do to get started? XI forgot my password. XI am having trouble getting through this application XI can’t get to my account. XI am getting an error. XMy mobile app isn’t working XCan I set up an appointment? XAm I eligible for? XCan you tell me my benefit amounts? X

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The following data was used as input to HPE estimation process, leading to an initial staffing profile and estimated call volume of 500 calls per day at full utilization and growing as portal use increases.

MyBCW Users (July 1 – Sept 15, 2015) Unique User(s)

High peak period noon hour 9/1/2015 1,732 per the noon hour

Weekday avg. peak 9AM to 5PM 1,000-1,200 per hour

Weekday avg. low 6PM to 8AM 100-900 per hour

Weekend avg. peak 8AM to 10PM 300-500 per hour

Weekend avg. low 11PM to 7AM 50-300 per hour

Avg. Session Duration 10.5 minutes

Avg. number of pages accessed per session 14

Bounce Rate 25%

Online Submissions

MyBCW online application or reporting/renewal submissions

Started Process Successfully completed process

Peak Monthly totals 41,000 29,000 (70%)

Daily Average: 1300 Assume based on 70%: 910

Forgot Password Requests


peak day 9/1/2015 821 per day 534 (65%)

Weekday avg. 450-800 per day 300-500 (62 to 67%)

Weekend avg. 225-250 per day 150-200 (67 to 80%)

More current data – remains consistent with the earlier data used during initial solutioning.

5

MyBCW Users (Nov 1 – Feb 8, 2016) Unique Users

High peak period 2/1/2016 (11 AM hour) 1,746 (11 AM hour)

Weekday avg. peak 9AM to 5PM 850-1,500 per hour

Weekday avg. low 6PM to 8AM 100-900 per hour

Weekend avg. peak 8AM to 10PM 200-600 per hour

Weekend avg. low 11PM to 7AM 50-300 per hour

Avg. Session Duration 11 minutes

Avg. number of pages accessed per session

15

Bounce Rate 15%

Online Submissions

MyBCW online application or reporting/renewal submissions


Peak Monthly totals Jan/2016 69,000 54,000 (78%)

Daily Average: 2,225 Assume based on 78%: 1,735

Forgot Password Requests


peak day 2/1/2016 990 641 (65%)

Weekday avg. 450-800 per day 300-500 (62 to 67%)

Weekend avg. 275-325 per day 175-225 (64 to 69%)

Based on the above inputs and requests from OPAC, 2 solutions on hours were developed.

Option one provides support from 8am to 8pm Monday through Friday.

Option two focuses support on daytime hours covering from 9am to 6pm – and maximizes the use of a single work-shift rather than needing 2 shifts to cover the expanded hours.

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Call Center for Portal Target ModelCoverage Option One Time Ongoing

Call Center 8am to 8pm $125,000 $120,000 / moCall Center 9am to 6pm $100,000 $80,000 / mo

$0$50,000

$100,000$150,000

Cost Timeline

0102030

Mon

t…M

ont…

Mon

t…M

ont…

Pilo

tM

ont…

Mon

t…M

ont…

Mon

t…M

ont…

Mon

t…M

ont…

Mon

t…M

ont…

Mon

t…M

ont…

Expected Utilization

Assumptions• 6 minute average call time• 500 calls per day at normal volume• English and Spanish language

Totals• $1.565M for 1 year (12 hour coverage)• $1.060M for 1 year (9 hour coverage)• Year begins once center established

County Size Share Option 1 Option 2

Alameda L 6.79% 8148/mo 5432/mo

Contra Costa L 6.79% 8148/mo 5432/mo

Fresno L 6.79% 8148/mo 5432/mo

Orange L 6.79% 8148/mo 5432/mo

Placer S 2.78% 3336/mo 2224/mo

Sacramento L 6.79% 8148/mo 5432/mo

San Diego L 6.79% 8148/mo 5432/mo

San Francisco L 6.79% 8148/mo 5432/mo

San Luis Obispo S 2.78% 3336/mo 2224/mo

San Mateo M 5.56% 6672/mo 4448/mo

Santa Barbara M 5.56% 6672/mo 4448/mo

Santa Clara L 6.79% 8148/mo 5432/mo

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Santa Cruz S 2.78% 3336/mo 2224/mo

Solano M 5.56% 6672/mo 4448/mo

Sonoma M 5.56% 6672/mo 4448/mo

Tulare L 6.79% 8148/mo 5432/mo

Ventura M 5.56% 6672/mo 4448/mo

Yolo S 2.78% 3336/mo 2224/mo

*price break out for recurring charges only. Initial one time charge not incorporated in this schedule.

Additional Information (Citation from OSI):

“Activities related to the Application Maintenance line item of the WCDS budget are by definition reserved for maintenance to the system, such as to fix system deficiencies and develop and implement modifications and enhancements required to automate policy changes from our federal or state partners and/or improve the system for county workers and clients. Portal Call Center activities do not fall into this category, as these activities are generally classified as operations.”

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Meeting Date: Friday, April 15, 2016 Subject: Statewide Advanced Analytics Presenter: Steve Maciel and Rodain Soto

Discussion Item

WCDS and HPE have been working with the other SAWS consortia and State agencies to expand the CalWIN Advanced Analytics concept Statewide, taking advantage of enhanced federal funding available under the temporary A-87 waiver exceptions. A jointly-developed budget document (IAPD) has been submitted for consideration. If approved, the Statewide vision of the Advanced Analytics solution – costing $33M over 31 months beginning July 2017 – offers the following key benefits:

• Enables advanced information exploration, statistical modeling, and predictive analysis using industry-leading HPE Haven solution

• Meets key state information technology deployment guidelines including leveraging single solutions across the State; enabling modular, flexible solutions; undertaking projects that aim to enhance services and access to services; provide pricing consistent with competitive procurements

• Solution provided as a service on HPE’s advanced cloud technology, enabling high performance, availability, and scalability

• Provides subscription based service – licenses and capacity can be added or subtracted at any time to meet current demand levels

• Advanced built-in security ensures safety of data and allows customized levels of access • Contains the ability to use multiple data sources – SAWS data, state data sources, county health,

school district, EDD, IRS and any other useful information can be easily added • Hybrid model enables county ownership of analysis process and data but provides a core staff of

data scientists to assist county efforts or provide guidance on techniques and utilization


The Statewide Advanced Analytics solution enables new and innovative information analysis tools and techniques, set up specifically for the Health and Human Services (HHS) arena to drive improvements in operations and results. Working in conjunction with the new CalWIN Business Intelligence solution already in progress, the toolset holds much promise for those who rely on State services for their daily care and benefit. The following are just a few of the benefits: • Improved health outcomes—Using the information available within HHS on members and

providers will lead to improved health outcomes through improved coordination of services, policy enhancements, and other areas.

Agenda Item 6.3

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• Improved self-sufficiency outcomes—Recipients can move toward independence and less dependence on State programs by identifying characteristics of long-term self-sufficiency and customizing support to meet their unique needs.

• Improved service integration—By combining data from multiple programs, agencies can provide horizontal integration and service coordination to better support a recipient’s needs while also controlling costs.

• Accelerated fraud detection—Suspect activities can be identified across counties and consortiums, improving fraud detection rates. Successful models also can be shared among ecosystem users to improve fraud detection.

• Improved budget management—HHS organizations can focus on services that are providing the most benefit and return on investment.

HHS data typically exists within multiple State departments and within the consortiums and counties. Coupling this data is a great opportunity to gain powerful insights, developing a 360-degree view of the individual receiving services and new approaches for achieving objectives. The goal is to scale the analytics continuum and provide the necessary analytical tools and services to allow not just hindsight analysis, but insight and foresight analysis for a complete analytical solution.

Analytics Continuum

As the following figure details, insight provides improved information into “why” and “what will happen,” while foresight focuses on the “what should I do” actionable information. Deploying the

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HHS Advanced Analytics Ecosystem will advance the maturity of analytics to encompass the complete analytics continuum to drive increased health outcomes, improve service integration across entities, and ultimately help members achieve long-term self-sufficiency.

HHS Advanced Analytics Ecosystem

Traditionally, HHS agencies have deployed business intelligence reporting solutions to perform historical (hindsight) reporting of the “what is.” The vision of the HHS Advanced Analytics Ecosystem is to enable HHS agencies to perform predictive (insight and foresight) analysis of the “what if.” Combining traditional business intelligence and advanced analytics will enable the HHS organizations to determine the best courses of action to yield maximum results.

HHS Advanced Analytics Ecosystem Vision

Using business intelligence and advanced analytics together provides an important feedback loop in the ecosystem. Advanced analytics can be used to determine appropriate policy changes and the predicted

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outcomes these policies can achieve. Business intelligence can be used to measure the actual results that feed back into the advanced analytics model to fine-tune policy adjustments.

Strategic Engagement, Tracking, & Integration Strategic Goals Overall

April 15, 2016

Strategic Goal Highlights:• BI HPE Team continue formal Test Phase (front to end testing, data quality,

performance, and regression testing)• Data Governance framework and organization provided to OPAC last month • Advance Analytics next Phase engage Counties (Webinar and Training Scheduled)• Usability Portfolio Steering Committee convened for oversight and escalation• HPE planning NextGen CalWIN sequence with WCDS to provide Road Map• WCDS submitted APD for potential Statewide projects (utilize A87 funding)• WCDS attended State Healthcare IT Summit in Baltimore to gain governance

insights from Maryland, Illinois, and Connecticut. • WCDS RM quarterly meetings scheduled for April 2016

Strategic Planning and Process:• WCDS/HPE Strategic Goal teams are assessing 2016 direction and roadmap • SG teams prioritizing potential Quick Wins and Long Term projects

• SG1 – BI Phase II hit list out for estimates (Months 19 – 36 of BI Project)• SG2 – Business Rules Engine (BRE) project planning and governance• SG3 – Relationship Matrix being reworked

• Data Capability Quarterly Meetings planning for April Meeting with CDSS/OSI• Strategic Initiative report being updated to include measures, targets and metrics

to better convey progress and success criteria

Overall health of each Strategic Goal

SG1 –

SG2 –

SG3 –

Currently only reporting on health of process and execution. Effectiveness and outcome of effort to be included in the future

= On track= Off track= At risk

Agenda Item 8.1

Strategic Engagement, Tracking, & Integration Business Intelligence Tracking

April 15, 2016

Business Intelligence (BI)Data Quantity:• 9 Dashboard (Subject

Areas)• 35 Pages (Tabs)• 40+ Reports

(Visualization)• 18 Counties Data

March Activities• System Test • OCM County

Engagement• UAT PlanningApril Activities• UAT Begins (4/19)• Training Planning• Final Delivery of

Increment 3

23 232 476 407 353573

155 458 280 368 233 397 483 458 243 356

741 706

13271063

720Coun

ts

Week of

CalWIN Business Intelligence UsageReport Count Linear (Report Count)

210 11

8 9 112 9 9 10

611 10 9 6

1013 12

1511 12Co

unts

Week of

CalWIN Business Intelligence UsageNumber of Counties Linear (Number of Counties)

Release 45 - Challenged by Late Adds Agenda Item 8.2

MONTH AUG SEPT OCT NOV DEC JAN FEB MARCH APRILSDLC REQUIREMENTS DESIGN CODING - UNIT & SYSTEM TEST REG UAT TODAY

Optimum time to assign changesR45 I

MPLEMENTS

MAY 9, 2016

Food Assistance 1. Eliminate Change ReportingMedical Assistance2. Voice Attestation Recording

#1 Added 7/29/15, 39 weeks prior to implementation


County Direct 3. SAC SOF Electronic Sig, 4. SAC Reminder Notification Multi. Pgms 5. Special Accommodations 6. LIHEAP/SUAS

#3, #4, and #5 Added 10/15/15, 28 weeks prior to implementation


Two Projects added during the Requirements Phase4640 hours / $660,000, roughly 8 months to implementation

Four Projects Added during the Design Phase15,860 hours / $2,260,000, roughly 6 months to implementation

RISKY ADDITION TO THE RELEASE / SDLC TIME HAS SHRUNK TO 65% OF OPTIMAL

Release 45 - Challenged by Late Adds Agenda Item 8.2

MONTH AUG SEPT OCT NOV DEC JAN FEB MARCH APRILSDLC REQUIREMENTS DESIGN CODING - UNIT & SYSTEM TEST REG UAT TODAY

R45 I

MPLEMENTS

MAY 9, 2016

Food Assistance7. WINS 2 Monthly CaseloadMult Programs8. Trans of Active ProfilesMedical Assistance9. CMSP 2015 Revisions #110. CMSP Revisions 2015 #2CalHEERS11. Medi-Cal MEDS check12. MAGI MC Adverse Action13. Income Limit for Kids14. SB75 Full Scope EligibilityMult Programs15. Submit Button on every BCW pageCalHEERS16. Testing Only - Prevent Dups17. Testing Only - No APTC EligFood Assistance18. Elim Change Reporting Mass Mailer


#8, #9, #10 Added 12/30/15 17 weeks prior to implementation

#11, #12, #13, #14 Added 1/13/16, 15 weeks prior to implementation

#15, #16, #17 Added 2/3/16, 12 weeks prior to

Twelve Projects added during CUT18,933 hours / $2,697,000, roughly 3.7 months to implementation

VERY RISKY ADDITIONS TO R45/ PROJECTS WORKED IN PARALLEL / UNLIKELY TO COMPLETE SYSTEM TEST PRIOR TO UAT

#18 Added 3/16/16, 7 weeks prior to imp

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