team 19 consulting albert chen, john fedoronko, kevin lake, bill marting, jamie zackavitch state of...
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TEAM 19 CONSULTING
ALBERT CHEN, JOHN FEDORONKO, KEVIN LAKE, BILL MARTING, JAMIE ZACKAVITCH
State of PennsiconsinDepartment of Health Services
Imaging Project
Project Overview
The State of Pennsiconsin submitted a Request for Proposal to Team 19’s Consultants regarding their Division of Health Services
Pennsiconsin’s DHS was looking for a way to improve their customer service, current workflow was bulky and complicated
DHS’s document imaging workflow was very succeptable to mistakes and slowed the verification process of health service applicants, with a haphazard way of transferring information from paper to a scanned document.
Team Objectives
Assess the situationDesign a cost-effective and time-effective
solutionAssess project needs and stakeholdersImplement project and Solution that fits
DHS’s budget and requirements
Business Case
Purpose: To administer Medical Assistance programs and Food
Stamps Our Objective
Improve customer service Create a streamlined workflow of a forward verifications system
Assumptions/Constraints Support of current employees Integrate
Options Develop an entirely new process for verification of documents Modify the current process to integrate an automated system Remain the same
Reasons
Phase 1 - Description
Background Food Stamps and Medical Assistance Verification
Permanent Transitional
Objectives Find new ways of verifying clients Design a new workflow Improve customer service
Challenges Integrating new system into Fax
server, customer portal, EMS and ECF
Updating county agencies without disrupting operational activities
Phase 1 - Solution
Self-scan & FaxAutomation
Capture Indexing Storage
Update Customer Portal Self-scanning capabilities Online submission
Develop imaging workflow
Phases 2 & 3 - Description
Physical constraints of moving a scanner to the front lobby
Concerns of customers standing in line to get their documents scanned.
Lack of monitoring and reporting if moving to an electronic work model.
Not enough scanners each office; costs of buying additional scanners.
Phases 2 & 3 - Solution
This was not a big issue because the scanners were easily moved with the right equipment.
Offer the option for customer to scan their documents at home or at a local scanner.
With the new electronic work model caseworkers will be able to log-in and change documents as needed making it easier to monitor and report changes.
Was not needed with clients being able to scan in their documents from home or locally.
DHS Worker Document Scanning Portal
Make sure to have all documents in hand, and scan them in the correct order and only one at a time. Place the desired information facing the bed of the scanner, aligned in the top left-hand corner of the scanner as shown below.
1. Birth Certificate2. Social Security Card
Proof of Identity
Proof of Income
1. Recent Pay Stub2. Bank Statement
State of Pennsiconsin DHS Online Aid Application Form
First Name: Noah
Last Name: Halpert
Middle Initial: A
Age: 21
SSN: *** ** ****
Welcome to the DHS Online application for aid. You will be asked to fill in all of the fields, all are required. After that you will have the option to scan any verification documents you may have, or alternatively, you can mail them to your local DHS county office.
Address:
1805 Cliffe Hill WayPotomac, MD 20854
Upload your scanned application:
Welcome to the online document upload site. Here you can use your home scanner to scan and upload your documents to us for quick and easy verification, or you may choose to skip and mail your documents instead.Instructions: Upload only 1 scan per category (Proof of Identity/Proof of Income)
1. Birth Certificate2. Social Security Card
Proof of Identity
Proof of Income
1. Recent Pay Stub2. Bank Statement
Enter Case #:
213255
DHS Worker Case Lookup
In order to ease the current workload on employees, you can simply enter the case number of a current case to view all files, scans and documents regarding a particular case, instead of going through paper files.
Information retrieved:
1. Birth Certificate Scan
2. DHS Aid Application
3. Customer upload of Social Security Card
Phases 4 & 5 - Description
Expansion of Medical Assistance ProgramsGovernor requesting expanded programs and condensed schedule
Reasons H1N1 Influenza cases increasing Improve coverage for those receiving and those eligible for
benefits from the DHS Allow for faster system updating
Revisions to Scope July 2010
June 25, 2010 – Employee training $100,000
Phases 4 & 5 - Solution
Expansion of Medical Assistance ProgramsIntegrating new request into current project progression
RFC - Scope Project timeline Budget
Increased hours Automated system Risk register
Close-Out Met time and budget constraints Met goals
Improved customer service Efficiency
Risks
Risks: Security of Electronic Case File and customer documents Software compatibility with current hardware Employees unable to adapt to new workflow New system not profitable Permanent loss of documents due to system failures
Problems Encountered: Employee training cut short Project deadline pushed up three months Customers adapting to new online portal System testing was cut short False documents submitted online
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