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RhodeIslandDepartmentofHumanServices
CorrectiveActionPlaninResponsetoFNSAdvanceNoticeLetter
DatedNovember8,2016
SubmittedNovember22,2016
2
SUMMARYOFCORRECTIVEACTIONPLANITEMS,ASSIGNEDLEAD(S)ANDTIMEFRAME
# ActionItem ResponsiblePerson(s) TimeframeforCompletion
1
CorrecttechnicalproblemswithIntegratedEligibilityandEnrollmentSystem(RIBridges)
TamilBalakrishnan,Deloitte
October2016-June2017
2
Addressongoingtrainingneeds
MelbaDepeñaAffigne,RIDHSStephenJackson,Deloitte
November14,2016–January23,2017
3
Improvebusinessprocessesincluding:
• triageandprioritizationofSNAPcasesbothexpeditedandnon-expedited
• eliminationofcasebacklogs• restorationofbenefitswhere
appropriate
BenShaffer,RIDOAJeffWalker,Deloitte
October2016–June2017
4
Reduceofficeovercrowdingandwaittimes
MelbaDepeñaAffigne,RIDHSStephenJackson,Deloitte
October3,2016–December30,2016
5
AddressCallCenterOutagesImproveCallCenterBusinessProcess
ZachSherman,HealthSourceRIThomGuertin,RIDOA
KimBrito,RIDHSKevinSimpson,RIDHS
Outages-Completed
CallCenterImprovement-January2017
6
Provideaccurate&timelynotices
JenniferWood,RIEOHHS
TamilBalakrishnan,Deloitte
November30,2016
7
Ensureaccesstointerpreters&translatedmaterials
ZulmaGarcia,RIDHS
Completed
8 EnsureQualityControlProcessandProgramIntegrityMeasures
TamilBalakrishnan,Deloitte
IwonaRamian,RIDHS
InterimBusinessProcessinPlace-November30,2016RIBridgesCapability–
February20179
DeferredFunctionalityTimelineTamilBalakrishnan,Deloitte
ThomGuertin,RIDOAJanuary2017
throughMay2017
10 DataCollectionandReporting(Appendix)
JeffWalker,DeloitteBenShaffer,RIDOA
KevinSimpson,RIDHS
Weeklysubmissions
3
CORRECTIVEACTIONPLAN
Introduction:RhodeIslandhascarefullyreviewedtheNoticeLetterprovidedonNovember8thandhasdevelopedthebelowdetailedCorrectiveActionPlaninresponsetoallelementsidentifiedintheletter.ShouldanyclarificationsoradditionalinformationbeusefultoFNSinreviewingthisCorrectiveActionPlan,RhodeIslandstandsreadytoprovideanyadditionalmaterialthatwillbeofassistanceinmakingprogressandimprovementsclearandtransparent.Section1:CorrectSystemTechnicalProblems PriortothelaunchofthenewIntegratedEligibilityandEnrollmentsystem,RIBridges,Priority1(P1)softwaredefectswerereducedtozero.Priority2(P2)defectsthatmayaffectlargegroupsofcustomers,andarethuscategorizedasblockingissues,werescheduledtobereducedtolessthan5bytheendofDecemberandhavealreadybeenreducedto4throughaseriesofsoftwaremodificationsimplementedsinceGoLive.Priority3(P3)issueswhichaffectasufficientnumberofcustomerstobeconsideredblockingissueswillreducetofewerthan100bytheendofDecemberandfewerthan25bythebeginningofMarch.Thisreductionreflectsanoverallreductionofalldefects,includingbothnewdefectsthatariseasaresultofnewcodebeingdevelopedinongoingreleasesandthosethatremainfromtheGoLiveperiod.P3andP4defectsordataanomaliesthataffectonlyasinglecustomerorasmallgroup,andarethereforeconsiderednon-blocking,willbereducedtoastableleveloflessthan250atalltimespostJune2017,evenasnewmaintenancereleasesareimplemented.Theselevelswilldeliverastableoperatingsystematadefectlevelandwithinthetimeframethatmeetorexceedindustrystandardsforasystemintegrationinitiativeofthisscopeandcomplexity.
The plan to resolve system blocking issues and non-blocking issues will span the 3 stages of system maturity.System Issue Resolution Plan
1,450
1,6251,500
1,000
775
180
105
30
0
200
400
600
800
1000
1200
1400
1600
1800
Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17
Stage 1 Stage 2 Stage 3
Blocking Issues: An issue blocking a customer from getting benefits or health coverage (includes P1, P2 and some P3)
Non-Blocking Issues: A system issue that has a work around(includes all other P3)
Increase due to high inflow of customer calls during Open Enrollment
Current Backlog
Stage 1 Target
Stage 2 Target
Stage 3 Target
Blocking Issues
P1 0 0 0
P2 10 <5 <5 <5
P3 355 <100 <25 <25
Non-Blocking Issues
P3 1,144 N/A <1,000 <250
P4 110 N/A N/A N/A
Total 1,619
6
4
9
Week 5Week 4Week 3
103
57
20 1310
54
0
20
40
60
80
100
120
Planned Actual
Week 2Week 1
Priority 2 Tickets – Plan vs. Actual
1 Application3 Data
Total Priority 2 Incidents (P2s)
3
Week 4
126
832655
563
260195
198130 95 84 80 80
0
200
400
600
800
1000
1200
Cumulative Planned
Priority 3 Tickets
Cumulative Blocker Incidents (P2s & P3s)
Week 3Week 2Week 1 Week 5 Week 7Week 6 Week 8 Week 9 Week 10
5
Section2:AddressOngoingTrainingNeedsTrainingforstaffwasconductedintworoundspriortoRIBridgesGoLivestartinginSpring2016.Weconductedseveralcomputerliteracytrainingstoenhanceouremployees’computerskillsandimprovetheircomfortlevelusingnewtechnologyinthenewsystem.Wealsoprovidedaseriesofcross-trainingopportunitiestoexpandknowledgeofallprograms;childcare,SNAP,RIW,GPA,Medical,etc.TrainingcontinuesthroughrefreshertrainingsinceGoLiveasdemonstratedbytheongoingscheduleoftrainingsillustratedbelow.OneofthetworoundswasstrategicallytimedtobecloseintimetoGoLiveduetoexperiencesinothersettingsdemonstratingthatearlytrainingisimportantbutwillnotbefullyretainedifofferedseveralmonthsbeforeGoLive.Inspiteofthesetworoundsofpre-GoLivetrainingithasbeenevidencesinceGoLivethatstaffneedadditionaltraining,onanongoingbasis,astheyareactuallyworkingwiththenewsystem.Duringthepre-GoLivetrainingSNAPspecifictrainingforQualityControlincluded:
• Processoverview• UnderstandingtheDashboard• GettingHelp• GeneratingSNAP-PositiveSample• AssigningQCcasesforreview• Searchingforacaseassignedtoa
QCreviewer
• Systemmessages• Systemdates• Scheduleanappointment• AccessingECF• Viewingcorrespondence
12
Week 10Week 9Week 8Week 6
Priority 3 Tickets – Plan vs. Actual
Week 3Week 2Week 1 Week 4 Week 5 Week 7
685
570
500
200 150155 100 65 54 50 5096
0
100
200
300
400
500
600
700
800
900
Planned Actual
DHS Blocking Priority 3 Incidents (P3s)
6
ThisSNAPspecifictraining,alongwithgeneralsystemusetraining,willberepeatedonacontinuousbasis,usingfourtrainingdeliverymethods:workshops,WebEx,livedemonstrationsandclassroomtraining.Trainingisdeliveredtodifferentaudiences(clerical,ETs,SocialWorkers,providers,navigators)dependinguponneedsandusingdifferentdeliverymethodsappropriatetothegroupandthecontent.Trainingneedsareconstantlyreassessedaspartofthispost-GoLivesupplementaltrainingplan,basedoninputprovidedtoDeloittebythestateasillustratedbelow.
7
8
TrainingwillcontinueatleastthroughJanuary,usingallfourtrainingmethods,andwithavarietyoftargetaudiencesuntilthestateleadershipissatisfiedthattrainingneedsnolongerexistforthecurrentworkforceatwhichpointtrainingwillbeofferedfornewemployees. Section3:Improvebusinessprocessesincluding:
• triageandprioritizationofbothexpeditedandnon-expeditedSNAPcases• eliminationofcasebacklogs• restorationofbenefitswhereappropriate
InrecognitionofthehighvolumeofcasesthatbuiltupinabacklogduringthefirstweeksafterGo Live significant business process changes have been put in place to ensure the timelyprocessingofexpeditedandnon-expeditedSNAPcases. This includeseliminatingthebacklogof any expedited SNAP cases pendingmore than 7 days and any non-expedited SNAP casespendingformorethan30days.Resolving thebacklogofSNAPcasesprocessedoutsidethe7or30dayregulatory timeframehasinvolvedthefollowsteps:
Summaryofnon-lobbyoperatingchanges
1. Registerthe“backlog”ofscannedandindexedapplications• Asof11/21,allOctoberapplications,SNAPorotherwise,havebeenregistered
2. Scan-Index-Registerallincomingdrop-off,mail-inandfaxinapplicationswithin2businessdaysofreceipt• DedicatedFTEstoregistration.• TraindedicatedstafftoworkwithoutpaperlistsbeingprovidedbyDeloitte andregistermoreaccuratelytoproperlycapture
expeditedstatusofSNAPapplications.• TrackperformancemeasureofScanned-Indexed-Registeredwithin2daysofreceipttoallowforrealtimeadjustmentofpriorities and
adherencetoplanandopportunitiesfortraining.
3. Assignnon-lobbyworkbasedonmanagementprioritization,setproductivitytargetsandtrackprogress• Developmanagementviewofprioritizedworkbasedonregulatoryguidelines• AnalyzeworkloadbasedonmanagementprioritiestodetermineproperETstaffinglevels
• E.g.SNAPExpeditedteamtohandlenon-lobbySNAPexpeditedcasesfromintakethrougheligibilitydetermination(one-and-done)
• Improveshort-termabilitytodistributedailyworkloadtosupervisorsviadailydataqueriesandtrackproductivitytargets• Implementworkerinboxaslong-termsolutiontoassigndailyworktoETstoautomaticallyassignETworkloadbasedonpriorities and
team
4. Constitutespecializedrecerts,interimsandchangesteam• Analyzeworkloadtodetermineproperstaffinglevels• Confirmsupportingbusinessprocessestoachieve“oneanddone”processing• Trackactivityandcertifythatterminationsaretakingplaceasrequired,andthatchangesaremadeinatimelymanner
1
9
Theprocessforensuringquick(lessthan2day)registrationofallscannedapplicationsandthusguaranteeingthetimelyabilitytoautomaticallysortallSNAPcasestoidentifythoseeligibleforexpeditedhandlinghasalreadybeenputinplace.Perthegridaboveitisbasedonanaverageof183applicationscomingineachdayandanaverageof100beingregisteredeachdaythus
TaskList:DevelopingOngoingOperationModelforRegistrationandNon-LobbyWork
Work Action Status
RegistrationofApplications
ClearOctoberregistrationbacklogComplete– allapplicationsreceived inOctoberhavebeenregisteredinto
RIBridges
Developregistration-focusedteamtokeepupwith
incomingapplications
Complete– DesignatespecificFTEstoregisterapplicationsthatshouldbe
abletoregister100applicationsperdaytokeep upwithSNAPapplications
received;registerallreceivedapplicationswithin2businessdays
Improveregistrationtrainingtoincreaseprocessing
timeIn progress- Setgoalofregisteringoneapplicationevery15minutes
Institute productivitytargetsIn progress-Utilize productivitytargetstoensureprogressandidentify
whereadditionaltrainingisrequired.
Non-LobbyApplications
Clearly designateFTEsintoteamstoworkonspecific
applicationsbasedonapplicationpriority
Completed– DesignateFTEs tofocussolelyoneligibilitydeterminationsin
SNAPcases(regularandexpedited)
Refine mechanismbywhicheligibilitytechniciansare
assigneddailywork
In-Progress– DHSmanagementworking withcontractortore-vampexcel
basedsheets;Contractordevelopingre-vamped“workerinbox”forroll-
outendofJanuarytoautomate
Institute productivitytargetsandtrackprogressIn-Progress– ETs focusedonSNAPapplicationsshouldbemakingeligibility
determinationson6applicationsperworkerperday.
Designateclearworkspacefornon-lobbyFTEs Planning– Co-locatenon-lobby FTEstomaximizeefficiency
2
Non-LobbyStableOperatingModelandDailyTargets
3
Work toBePerformed TargetApplicationsWorkedPerBusinessDay
AverageApplicationstoProcessPerDay
TotalDaystoCompletePerDayWork
Registration 100 183 1.8
SNAPExpeditedNon-Lobby Work 24 10 0.4
SNAP RegularNon-LobbyWork 18 20 1.1
Recerts 80 3130(PerMonth) 30
10
every incoming application will be registered within two days. The realigning of non-lobbystaffingassignmentstoensuretimelyhandlingofexpeditedandnon-expeditedSNAPaswellasrecertifications, interims and changes is in process. Theownership and timeline for steps inthatprocessareasfollows:
Task Owner Completiondate
Determineremainingbacklog BenShaffer Complete
Determinenumberofstaffforassignmenttobacklogteam TomGuthleinShannonMassaroco
November28th
Re-trainteamonproperregistrationpracticestoaccuratelycaptureexpeditedSNAP
ZulmaGarcia December1st
Reviewandimplementbusinessprocessesforensuringthatscanning/indexingandregistrationalltakeplacewithin2days
TomGuthleinShannonMassaroco
December1st
Inadditiontotheprocessunderwaytoresolveanyremainingcasehandlingbacklog,aretrospectivedataanalysisofallapplicationsreceivedsinceGoLiveisbeingconductedtoidentifyanySNAPrecipientswhohavenotreceivedSNAPbenefitsconsistentwiththeirearliestdateofapplication.SomeSNAPrecipientshadtoapplymorethanonceintheweeksafterGoLiveandmayhavereceivedbenefitsonlyforthelaterofmorethanoneapplication.Earliestapplicationdatesarebeingresearchednowthatallapplicationshavebeenregisteredinorderthatbenefitscanberestoredbacktotheearliestdateofeligibility.ThisbenefitrestorationresearchwillbeconcludedbyNovember30thandrestorationofbenefitsforanyaffectedcustomerswillbeaccomplishedduringDecember. Section4:ReduceOfficeOvercrowdingandWaitTimesMostDHSofficeshaveexperiencedsignificantreductionsinwaittimessinceOctoberasreflectedintheweeklydatasubmissionsandtheattacheddataappendix.However,theProvidenceofficecontinuestoexperiencelonglinesandunacceptablewaittimes.1AplanhasbeenimplementedtorestructuretheProvidencelobbytoresolvethisissue.Thisplan,firstimplementedtheweekofNovember7th,includesthefollowingelements:
• RestructuredthemainlobbywithSNAP-specifictriageandexpeditedhandlingwindows;• Openedasecondlobbyforthosewhowishtocheckthestatusoftheirapplicationorwait
indoorstobeseeninthemainlobby;• Reallocatedstafftothefrontlobbytoprovidefasterserviceinthelobbyarea;
1 AdditionallobbyimprovementsarealsoplannedforWoonsocketandPawtucketconsistentwithsuccessfulstrategiesdeployedinProvidence
11
• Providecustomerswithaservicenumberatthepointofentrytothelobbysothattheycanbeseatedandwaitfortheirnumbertobecalled(anddisplayedonthevideomonitorsafterDecember);
• Use3greetersincludingbilingualstafftoworkthelineandtriagecustomersevenbeforetheyenterthelobby,includingredirectingthosewhoneedastatuschecktothesecondarylobbydedicatedtothatpurpose.
ProvidenceLobbyApproach
AvoidtheWait
Improvethe
Experience
IncreaseProductivity
• Utilizemonitorstocommunicatewithcustomersinthelobby• Displaylobbyticketnumberbeingservedelectronically• Processapplicationsinatimelyandeffectivemanner
• Ensurestaffnumberandproperorganization,distributionandlocationtosupportlobbycustomersandprocessotherwork(non-lobby)
• Offeractive,neededsupporttolobbystaff
• DeployBusinessProcessesandLobbyDirectiontolimitlobbywaittimes• Establisheligibilityforbenefits,triagecustomerneeds,utilizeappointments• EmphasizeCollection/Scanningdrop-offinformation• Secondarylobbyaddressapplicationstatusquestions• Informcustomersofcallcenterandprovideopportunitiestoaccessserviceswithoutenteringlobby
MainLobbyPlan• Establish3full-timegreeterpositionsimmediatelyaftersecuritystationinlobbyandoneoutside.Greeterwill:• Applydecision-treeregardinghowbesttoserveanddirectcustomer• Advisecustomerofoptions• Printlobbyticket(forqualifyentrantstolobby)
• Utilizereceptionarea,staffedwithsocialworkersandETsindedicated(butchangeable)linesto:• ScreenSNAPapplicants(expeditedandnon-expedited;createappointment)• Triagecaseswhere:benefitslost,benefitslostwithin48hours,domesticviolence,EBT/FISissue• Scandocumentationbroughtinforanappointment• ScheduleAppointments,VerificationLetters
• Movelobbystaffclosertoreceptionareaandembedsupervisorforsupport
• Replaceandrelocatedocumentdropbox tooutsidefrontofbuilding
• Enableeasieraccesstopaperapplicationsinthenear-term
• EmbedsitesupportamonglobbyETstaffandactivelysupportgettingstaff“unstuck”
• Improvespeedandflowofbackofficetosupportprocessingapplications
12
PaperApps
ProvidenceFacility– MainLobbyFloorPlan
StateLobbyET
StateLobbyET
StateLobbyET
StateLobbyET
StateLobbyET
DeloitteLobbyETSupport
StateLobbyET
StateLobbyET
StateLobbyET
StateLobbyET
StateLobbyET
StateLobbyET
StateLobbyET
StateLobbyET
StateLobbyET
StateLobbyET
StateLobbyET
StateLobbyET
DeloitteTeamSupportArea
ApplicationLab
(StateSupervis-1)(NonLobbyET-?)(DeloitteLab– 1)
StateLobbyETSupervis
StateLobbyET
DeloitteLobbySupport
StateLobbyET
StateLobbyET
StateInterpret
StateLobbyET
Back-upScan
StateLobbySupervis
SecureDoor
CapitolPolice LavatoryLavatory
Self-ServeKiosk(LobbyET-2)
OnlineNovember2016
WaitingArea
Security
G
G
Photocopy/Scan
Appt.EBTVerif
ScanTriage
Triage
Triage
SNAPScreen
5
4
3
2
1
G
Pape
r
Nottoscale
2Greeterstodirectcustomers
1 Greetertoadvise/collectinfo.
Outsidedropbox
TV
TV
2eligibilitytechnicianstoanswerstatusquestions
ProvidenceFacility-- Second“StatusCheck”LobbyandInclementWeatherWaitingArea
Nottoscale
Security
ETET
Indoorline
capacityof
20-25
SeatingArea
2eligibility
technicians
toanswer
status
questions
Customerqueuesareestimatedtobe
comprisedof35-40%ofpersonsseeking
informationregardingapplicationstatus.To
addressconcernsaboutovercrowdingin
mainlobbyandexcessivewaittimes,a
secondlobbyspaceisnowopen.Inthis
space:
• 2eligibilitytechnicians(ETs)provide
applicationstatusdetailandanswerbasic
customercasequestions.Ets can:
• Applydecision-treeregardinghowbesttoserveand
directcustomer
• Advisecustomerofoptions
• Printlobbyticket(forqualifyentrantstolobby)and
direction
• 1translatortoprovidetranslation
services(ratherthantelephoneassist)
• Smallseatingareaforpersonsrequiring
assistanceandlargerseatingareafor
personswaitingtobeservedinthemain
lobby– particularlyininclementweather
T
1translator
InclementWeatherWaitingArea
13
Section5:AddressCallCenterOutagesandImproveCallCenterBusinessProcess DHSexperiencedhigherthannormalcallvolumeduringthefirstweekofOctoberduetoco-occurrenceofaStateSupplementtoSSI(SSP)checkissuancecomplicationsandthehighvolumeofcallsthatinevitablyaccompaniesthefirstweekofthemonth.DuringthesameperiodDHSmadeatelecommunicationchangetoimprovecustomerservice,routingcallsfromtheDHSfieldofficestothemainCallCenterforbetterhandling.Telecomportsweretakenupbythiscalltransferfromthefieldoffices.Increasedcallvolumes,compoundedbythelimitedavailabletelecomports,resultedinintermittentCallCenterserviceoutagesforcustomersduringOctober.DHSisworkingtoimplementaCorrectiveActionPlantoremedytheissue.WiththehelpoftheDepartmentofInformationTechnology,amessagedirectingcallerstotheDHSmainCallCenter,at1-855-MY-RIDHS,nowplayswhencallsaremadetofieldoffices.Thisactionfreesportsthatwouldotherwisebeengagedbycalltransferthuspreventingoutages.
SincetheSeptemberlaunch,DHShaspartneredwithHealthSourceRI(HSRI),RI’sstatebasedinsurancemarketplace,toleverageandimplementcallcenterimprovementstrategiesandbestpracticesHSRIhasdevelopedoverthelastthreeyearsofoperations.Todatethisinteragencyteamhasreviewedandassessedthecallcenter’sexistingtechnology,infrastructure,managementstructure,trainingprocessesandgeneraloperations.Inaddition,theteamhasestablishedadedicatedsecondtierunit(TierTwo)forescalatedandcomplicatedcasesthatcannotberesolvedexpeditiouslybythefront-linecallcenterrepresentatives.Basedonthisassessmentwehaveidentifiedcallcenterimprovementstrategiestobeimplementedoverthecourseofthenextmonthallintheinterestofansweringahigherpercentageofinboundcalls,aloweraveragewaittimeandahigherqualityofcustomerexperience.Thesestrategiesarelistedbelowwithtargetcompletiondates:
Improvement TimelineEnhancetheprocessforcallingcustomerswhorequestacallbackbyidentifyingdedicatedresourcestoensurecallsarereturnedinatimelymanner
November28
Setupa“humantriageunit”toquicklysegmentcustomerintotheappropriatecallqueuebasedonthenatureofthecall(SNAP,Medical,RIWetc.)
December9
LeverageunusedtelecomcapabilitiesintheexistingsolutionaswellastheuseofHSRI’scustomerrelationshipmanagement(CRM)forusebyallfrontlineandTierTwostaff
December19
Evaluateexistingcallcenterstructure,identifygapsandexecutechangestoimprovestaffproductivity:
Ongoing
Assessreasonswhycustomersarecalling,waystofacilitatequickerresolutionofcalls,orpreventincomingcalls
Ongoing
Improveoperationsbyco-locatingstaffinonededicatedareaofthe December19
14
ProvidenceDHSfieldofficeLeverageandorganizeexistingDHSandDeloittetrainingsupporttoinitiatequickhit,onthephonetraininganddeveloplongerterm,continuousimprovementtrainingplan
December19
Theseactivitiesarealreadyshowingsomepositiveresults.DuringtheweekofNovember191,602customersaccessedtheCallBackfeature;4,521customersutilizedtheautomatedpromptresponsetogetinformation;theaveragewaittimedroppedto34minutesfromoveranhour;andtheaveragetimetohandleacallwasbetween7and8minutes.TheseCallCenterresultscomparefavorablytothemetricsreportedintheweeklyreportspreviouslysubmitted.ThemetricscollectedintheDataAppendixforthisCorrectiveActionPlanandsubmittedonanongoingweeklybasiswillenablethecontinuedmonitoringoftheseimprovements.
Section6:ProvideaccurateandtimelynoticesAnoticesQualityControlteammeetsregularlytoreviewallnoticesbeinggeneratedbythenewRIBridgessystem.Priortoreleasingnoticestheircontentandlegalvalidityisreviewedbyateamcomprisedoflegal,technicalandprogramsubjectmatterexperts.Oncetheformofthenoticeissignedoffonbythismultidisciplinaryteam,thesizeofthegrouptobenotifiedisassessedforvaliditybyreferencetohistoricalexperienceforthenumberofnoticesgeneratedinthesamecategoryinthepast.Noticereviewandimprovementareongoingprocesseswhichwillcontinuethroughatleastthefirst12monthsoftheimplementationofRIBridges.ImprovementswillbecontinuouslymadetonoticesbasedonQualityControlreviewandinputfromcommunityexperts.Whilethiscontinuousimprovementprocessisongoingnoticesarebeinggeneratedandinterimbusinessprocessesformanualnoticegenerationarebeingemployedinlimitedinstancesnotedinthegridbelow.
# Agency Notices Total
Generated To Date
Mailed Out On
time
Held Now?
Current Status/ Comments
1 DHS DHS1605 - Benefits Decision Notice 50085 Yes No
2 DHS DHS0038 - Verification of Employment Notice 31 Yes No
3 DHS DHS0254 - Notice of Missed Interview 659 Yes No
4 DHS DHS1046 - Six-Month Interim Report 12381 No No
As per QC review process, State held the notices for review and sent them to the customers after a week
5 DHS DHS2240-A - Mid-Certification Contact Notice 3617 Yes No
6 DHS DHS3688 - Shelter Verification Notice 11 No Yes
QC is in progress. Targeting end of November to release these notices
15
7 DHS DHS4358-A - Notice of Over Issuance 2 No Yes
QC is in progress. Targeting end of November to release these notices
8 DHS DHS0601 - Food Replacement Affidavit Notice
1 No Yes State is currently generating these notices manually
9 DHS DHS2240 - Change Report 10 No YesQC is in progress. Targeting end of November to release these notices
10 DHS DHS0330 - Unsigned Application Notice 3 No Yes
On hold; State is currently generating these notices manually
11 DHS / EOHHS
DHS 1010 - Renewal Notice 6662 No Yes November 22, 2016
12 DHS DHS0170 - Appointment Notice 1182 Yes No
13DHS /
EOHHS / HSRI
DHS100 - Quick Note 482 Yes No
14 DHS SNAP230P - SNAP Application Delay Notice 7 Yes No
15DHS /
EOHHS / HSRI
Voter Registration Form 417 Yes No
16DHS /
EOHHS / HSRI
DHS-0100-M Mass Mailing 14432 Yes No
17 DHS DHS-MASS-Notice of Approval for Manual SNAP Benefits Replacements
14 Yes No
18 DHS DHS-MASS-Notice of Denial for Manual SNAP Benefit Replacements
2 Yes No
19DHS /
EOHHS / HSRI
DHS3503-Additional Documentation Required 12942 Yes No
20DHS /
EOHHS / HSRI
DHS3503-D Date of Birth Verification 115 Yes No
21EOHHS /
DHS / HSRI
COR-ELG-20 Removal of Head of Household/Primary Applicant Notice
115 Yes No
22 DHS DHS0308 - School Lunch-Direct Certification Letter 5773 Yes No
23 DHS DHS0309 - Traditional School Lunch Letter 24301 Yes No
24 DHS DHS0328 - Notice for Heat and Eat Program 1952 Yes No
25 DHS DHS3782 - Out of State Inquiry Notice 1 No Yes State is currently generating
these notices manually
26 DHS DHS3569 - Seasonal Migrant Income Verification Notice
1 No Yes State is currently generating these notices manually
Section7:Ensureaccesstointerpretersandtranslatedmaterials
16
TranslatedmaterialsarenowavailableintheRIDHSoffices.Inaddition,theDepartmentofHumanServicesemploysatotalofseveninterpretersstatewide.ThedepartmentalsocontractswithalocalinterpretingserviceagencyandtheBigWord(atelephoneinterpreterservice)toprovideadditionalsupporttocustomersinthefieldoffices.Thedepartmentalsoemploysbi-lingualEligibilityTechniciansandclerks.Belowisabreakdownofinterpreterstaffbyoffice.
Office StateFTE ContractedFTEPawtucket 2 1Providence 4 3Woonsocket 1 0Middletown,Warwick,Wakefield
BigWord(multi-lingualtelephoneinterpreterservice)
OverallGoal:Increaseinterpretervisibility&availabilityinfieldofficesby:1. Addinginterpreterstospecificareasoroffices(i.e.lobbies,callcenter,etc.);2. Monitoringtheneedforinterpretersinallfieldoffices;3. Addingadditionalstaffasneededinallfieldoffices.ActionStepsActionSteps:ProvidenceOffice • AddoneSpanishlanguageinterpreterinthewaitingareatoannouncelobbynumbers.• Assigntwo-bilingualstaffatthegreeterstationtoensurethatcustomersmovethrough
thelinemorequicklyandsmoothly.• Whentwobilingualstaffarenotavailabletoserveatthegreeterstationweaddone
Spanishlanguageinterpretertothegreeterstation.• AddaSpanishlanguageinterpretertothesecond“checkstatus”lobby.
ActionSteps:PawtucketOffice • MaintainonePortugueseinterpreterbasedonvolumeofcustomersserved.• ContinuetomaintainthethreeSpanishlanguageinterpretersinthefrontareaofthe
lobbytoreadilyassistcustomers.ActionSteps:WoonsocketOffice• Movetheinterpretertothefrontoftheofficewheres/hecanbevisibleandavailableto
thecustomersandstaff.• Assignbilingualstaffatthereceptiondesk.Allinterpreterandbilingualstaffchangesareineffect/willbeineffectasofNovember25thexceptfortheWoonsocketofficeinwhichthechangeswillbeimplementedduringDecember.Section8:EnsureQualityControlProcessandProgramMeasures
17
DHSisworkingtoensureSNAPProgramIntegrityandQualityControlproceduresasrequiredbylawandregulationsintwophases.Specifically:
o EnsurethatcorrectQualityControlsamplescanbepulledfromthesystem;o Ensureallcriticalmatchesincludingwagesmatchesarebeingconducted.
TheRhodeIslandDepartmentofHumanServices(DHS)isfullycommittedtoadministeringtheSupplementalNutritionAssistanceProgram(SNAP)inawaythatsafeguardsprogramintegritywhileensuringeligiblecustomershaveaccesstotimelyandaccuratebenefitsandassistance.SNAPQCstaffworkedcollaborativelywithDeloittetodrafttherequiredQCSamplingPlanforFFY2017andhavebeeninregularcommunicationwithFNSregardingtheQCSamplepulls.TheSeptembersampleisacombinationoftwosamples–onepulledfromeacheligibilitysystem.TheSeptembersamplefromRIBridgeshasbeensuccessfullypulledbutrequiressomefurtheranalysistoensurethattheFFY2016samplingplanisbeingaccuratelyfollowed.QCstaffisalsoactivelyworkingwiththelegacysystemadministratorstohaveanaccuratesamplepulledfromthelimitedSeptemberuniversestoredinInRhodes.TheentireSeptemberQCsamplepullisontargettobereadyforreviewbytheendofNovember.TheOctoberQCsamplewassuccessfullypulledfromRIBridgesonNovember1andwasanalyzedforaccuracyandcompliancewiththesamplingplan.OneissuehasbeenidentifiedforwhichasystemfixisscheduledtobeimplementedduringtheweekendofNovember19-20.TheNovemberQCsampleisontargettobepulledonDecember1.TheElectronicDisqualifiedRecipientSystem(eDRS)ispreparedtogointoproductionforinclusioninRIBridgesandisscheduledtobeinservicebyDecember31.BecausetheeDRSisswitchingtoaGEN4webservicesfunctionalityimplementationwasheldtoensurethatthisistheversionthatwillbeavailablethroughRIBridges.Thisnewversionwillallowforrealtimechecksofnewapplications.Thisversionofthesystemwasnotavailableunderourlegacyeligibilitysystem.WhiletheneweDRSisbeingpreparedforimplementation,amanualprocesshasbeenputintoplacetoensuretheintegrityofSNAP.TheinterimprocessincludesDeloitteprovidinganextractofallnewlyfiledSNAPapplicationsandrecertificationstotheR.I.BureauofAudits,whointurnmanuallycheckthecasesagainsteDRS.TheBureauofAuditstakesactionagainstanycasethatisfoundtobeengagedinprogramviolationsthroughthisinterimbusinessprocess.TheRIBureauofAuditshasalreadycheckedover7,000casesreceivedsinceGoLiveagainsttheeDRSandhasnotfoundanyconfirmedeDRSnon-complianceaspartofthatreview.TheNationalDirectoryofNewHires(NDNH)interfaceisscheduledtobeimplementedinRIBridgesbyJanuary27,2017.SNAPstaffisactivelyengagedwithDeloitteinconstructingthe
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necessaryfunctionalityanddraftingtheappropriatereportingcriteriatosatisfytheOfficeofManagementandBudgetdatareportingrequirements.TheinterimprocesswhilethenewNDNHfunctionalityisbeingdeveloped,includestheuseofthestate-levelDepartmentofLaborandTrainingwagedatabasetocrosscheckwageinformation.ThePublicAssistanceReportingInformationSystem(PARIS)isontracktobeanimplementedinterfaceofthenewsystembyJanuary,2017.RhodeIslandhasparticipatedinPARISonaquarterlybasisinthepastandwillcontinuewiththesamelevelofparticipationintheNewYearwithcapabilitytoimplementinthefirstquarter. Section9:DeferredFunctionalityTimelineInordertostabilizethesystemandimplementthepre-launchcodefreezecarefuldecisionsweremadetodefercertainfunctionalitybeingactivatedinthenewsystemuntilafterGoLive.ThetablebelowreflectsalloftheimplementationtimelinesfordeferredfunctionalitythroughJune,2017.IneachcaseofdeferredfunctionalityaninterimbusinessprocesswasdevelopedandimplementedtoensurethatprogramrequirementsaremetduringtheperiodbetweenGoLiveandtheinclusionofthefunctionalityinthenewsystem.
Title Description ImpactedPrograms
TargetImplementation Status
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Month1 Displaybenefitcalculation
detailsBenefitcalculationdetailswereremovedfromtheeligibilitynoticesinitiallytoimprovereadability.InsubsequentsessionswiththeadvocacygroupitwasdecidedtoincludemoredetailsaroundbenefitcalculationsforHealthcoverage,SNAP,RIWandCCAPprograms.
AllPrograms
October Completed
2 Spanish/Portuguesenoticetranslationsforkeynotices
ImplementfunctionalitytogenerateandsendprioritynoticesinSpanishandPortuguesefromRIBridges.TwoadditionaltranslationreleasesarescheduledforJanuaryandMay.
AllPrograms
October,January,andMay
InProgress
3 TradingPartners(Part1),suchas:
• FNSelectronicdisqualifications(eDRS)
• CMSMedicarebuy-in• SSAonlinequeryand
prisonermatch• DLTinterfaces(i.e.
WorkOpportunitytaxcredit)
Addinterfaceswithadditionaltradingpartners
SNAPMedicaidAllRIWorks
January,2017 InProgress
4 PassiverenewalsforMedicaid ImplementMedicaidpassiverenewalfunctionalityintoRIBridges.
MedicalJanuary,2017 InProgress
5 90-dayQHPVerificationBatch The90-dayQHPverificationbatchanalyzesoutstandingverificationsforQHPrecipientsandtakesthenecessaryaction
Exchange
January,2017 InProgress
6 DisasterSNAP-Part2(QCandprogramdenial)
IntegrateDSNAPprogramdenialandQCfunctionalityintoRIBridges
SNAPJanuary,2017 InProgress
7 Medicaid1095BImplementation
IntegrateMedicaid1095-BformsandassociatedadminfunctionalityintoRIBridges
MedicaidJanuary,2017 InProgress
8 TradingPartners(Part2),suchas:
• Dept.ofTransportationaddressmatch
• Stellarwarenewhirematch
• NationalDirectory
Addinterfaceswithnewtradingpartners
Allprograms
May,2017 InProgress
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Conclusion:
fornewhires• RacetotheTop
program• TreasuryOffset
Program• FederalImmigration
Verification(USCIS)9 Newcorrespondences -BillforSchoolHours
-AgeExemptionRequestForm-ChangetoSchoolAgeEligibility-EarnedIncomeTaxCredit-MonthCountedagainsttimelimit-NoPayNotice-MonthCountedagainsttimelimit-OutofStateNotice-SchoolLunchDirectCertificationLetter-TraditionalSchoolLunchLetter-BikeHelmet
ChildCare
May,2017 InProgress
10 Childcareuniondues DHSrecentlysignedanewagreementwiththeCCAPProviderUnion.Asaresult,therearenewsystemrequirementsincludingchangesinissuancetoallowforunionfees,politicalactiongroupcontributions,directdepositincentives,etc
ChildCare
May,2017 InProgress
11 Kiosksforlocalofficelobby ImplementKiosksforcheck-in/check-outwithticketprintingandotherfunctionality
AllPrograms
May,2017 InProgress
12 FRED/Fraud(fraudinvestigationtracking)
Integrateend-to-endFRED/FraudfunctionalityintoRIBridges
AllPrograms
May,2017 InProgress
13 APTCoverridefunctionality EnhanceAPTCoverridefunctionalityinRIBridges
HSRI May,2017 InProgress
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RhodeIslandcontinuestovalueFNS’closecoordinationandsupportasweworkthroughthemanyissuesandconcernsthatinevitablyariseintheimplementationofacompletelynewIntegratedEligibilityandEnrollmentsystemforallhealthandhumanservicesprograms.WeinviteandexpectfeedbackandinputbaseduponthisCorrectiveActionPlanandwelcometheongoingassistance,guidanceandpartnershipofUSDA/FNS.RhodeIslandexpectsthattheimplementationofthisCorrectiveActionPlanwillbeacooperativeeffortwithopencommunicationbetweenRhodeIslandtheFNSaswellasongoingweeklyreportingfromRhodeIslandonthegoalsandcommitmentsinthisCorrectiveActionPlan.RhodeIslandremainconfidentthatthetechnology,processandinfrastructureimprovementsalreadyinplace,alongwiththosescheduledandinprocess,willenableRhodeIslandtooperateafullycompliantSNAPprogramandbestservetheneedsofRhodeIslanderswhorelyuponSNAPtoenhancetheirfoodsecurity.