san diego county hhsa – transformative business processes
TRANSCRIPT
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Document Processing Center (DPC)
HHSA – Transformative Business Processes
Lead in video link: http://youtu.be/2PC5qkE40wM
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Document Processing Center (DPC)
HHSA – Transformative Business Processes
Zia Nawabi & Janelle Jones-PhillipsJune 3, 2015
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DoReS (Document Retrieval System)
Staffing & Equipment
Performance and reliability
Customer Service
System slowness and constant outages
Numerous sites and many staff Cumbersome equipment and
processes
Customer complaints Employee
dissatisfaction Increased lobby traffic Increased phone calls
The Need for Transformation
Document Processing Center (DPC)
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Filling the Need – CERMSCalWIN Electronic Records Management System
Document Processing Center (DPC)
• Modern• High Performance• Reliable• Transformational
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CERMS Transformation Highlights
Document Processing Center (DPC)
• Replace DoReS case imaging system • Migrate existing scanned images from
DoReS• Upgrade Document Processing Center
(DPC)
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Establish Document Processing Centers
Document Processing Center (DPC)
Re-designed Lemon Grove DPC and formation of new DPC at Viewridge
Lemon Grove Family Resource Center and Document Processing Center
Viewridge Document Processing Center
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Points of Entry for Scanning
Document Processing Center (DPC)
• Centralized scanning at the DPCs• Electronic import • Automated indexing • Convenience Capture Scanners
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System Improvements
Document Processing Center (DPC)
• Dedicated local servers • Onsite technical support • Remodel/redesign floor plans
BEFOREAFTER
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Tracking Productivity
Document Processing Center (DPC)
• Review DPC functions daily for timeliness • Monitor volume • Develop reports• Continued support from the Eligibility
Operations
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Improving Workflow
Document Processing Center (DPC)
• Mail• Barcoding • SharePoint Repository for all forms• Bin Tracking • Easy navigation and search • Communication to FRCs
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CERMS Receipt
Document Processing Center (DPC)
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Document Processing Center (DPC)
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CERMS Batch Process OverviewDocument Prep
Scanning
Validation and Indexing
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Document Processing Center (DPC)
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Let’s Talk Speed• Auto recognition of barcoded documents • Scan front and back simultaneously• Auto case document archival
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Document Processing Center (DPC)
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Improved Customer Service
oFewer to no lost or misplaced documentsoBetter qualityoMore consistent and timely availability
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Document Processing Center (DPC)
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Improved Processing
oConsistent 24 hour turn-around oAbility to identify processed documentso Increased available floor/office space
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Document Processing Center (DPC)
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Results
• Customer Service• Workflow Efficiencies
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Document Processing Center (DPC)
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Yet to Come…..
• Expand operations • Enhance receipt to minimize/eliminate
errors• Continue improvements and system
changes
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Document Processing Center (DPC)
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Questions?
Thank You!