Never Get Behind Again: Old Thinking Through A New Lens

There have been many attempts to deal with the aftermath, including sophisticated IT systems, call centers, interactive voice response systems, online applications, automated work flow, and automated pending notices. [...]many of us have spent millions of dollars on new systems that give clients acc...

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Bibliographic Details
Published in:Policy & Practice 2017-04, Vol.75 (2), p.12
Main Authors: Ribas, Leo, Salter, Wayne, Shaw, Blake
Format: Article
Language:English
Subjects:
Automation
Budgets
Innovations
Workloads
Online Access:Get full text
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Summary:There have been many attempts to deal with the aftermath, including sophisticated IT systems, call centers, interactive voice response systems, online applications, automated work flow, and automated pending notices. [...]many of us have spent millions of dollars on new systems that give clients access to data about their status in the hope that they would stop calling, popping in, and resubmitting, but that does not connect us to the client in a way that helps us make determinations or increase caseworker capacity. Under the leadership of Wayne Salter, the Office of Access and Eligibility Services within the Health and Human Services Commission continues working toward statewide implementation of a new service delivery model that represents an opportunity to eliminate tasks that waste time and resources. With its improved service delivery model in place, the state now proactively prepares for this cyclical workload by using historical demand to anticipate need and leverage statewide staff. By ensuring adherence to the principles of their first contact resolution model, they minimize the impact of increase and are able to ride out these cyclical storms. Key Term pend-al-ty (noun) 1. a name for the additional work added to each determination decision that is pended 2. a punishment imposed for not finishing the work during the initial contact 3. the number one contributor to delays in getting our clients the answers they need Increasing Capacity Sum of Two Elements: 1 faster determinations * first contact resolution eliminates unnecessary customer interactions * fewer customer interactions frees up...
ISSN:1942-6828