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“Changing Business Processes to Modernize and Leverage Technology”

“Changing Business Processes to Modernize and Leverage Technology” FNS Business Process Re-Engineering Symposium July 8, 2010 Presenter: Jason T. Britt Deputy Director, TulareWORKs Division Tulare County Health and Human Services Agency. Background.

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“Changing Business Processes to Modernize and Leverage Technology”

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  1. “Changing Business Processes to Modernize and Leverage Technology” FNS Business Process Re-Engineering Symposium July 8, 2010 Presenter: Jason T. Britt Deputy Director, TulareWORKs Division Tulare County Health and Human Services Agency FNS Business Process Re-Engineering Symposium July 8, 2010

  2. Background • Desire to increase Food Stamp Participation • Need to do more work with less staff due to budget constraints • Maintain our FS error rate and meet expedited processing timeframes FNS Business Process Re-Engineering Symposium July 8, 2010

  3. What did we do? • FS Outreach / Marketing plan • Billboards • Bus Wraps • Health Fair Booths • Radio Ads (FNS Sponsored) • School Districts – Provided handout materials for enrollment packets • Increased out-station locations and staff on-site assistance • CBO Outreach & Training – using Federal Grants, with special focus on the Elderly, Working – low income families, Homeless, and Spanish speaking community • Implemented FS Face to Face Waiver by using phone interviews • Initially utilized the “hardship” regulation provisions for recertification's • Expanded to include intake applications when Federal waiver approved FNS Business Process Re-Engineering Symposium July 8, 2010

  4. Technology – Phase 1 • Service Center (call center) • - Task Management Tool • - Call Management Software • - Document Imaging FNS Business Process Re-Engineering Symposium July 8, 2010

  5. Technology – Phase 2 • Benefits CalWIN - online application for FS and Medi-Cal • Access CalWIN - Self-Service Benefit Information via Phone • Compass Appointment System - Lobby Traffic Management FNS Business Process Re-Engineering Symposium July 8, 2010

  6. Future Plans • Service Center model expansion • Expand concept to other district offices • Include Intake Applications • Other programs (CalWORKs, GA) • Allow clients to upload scanned documents directly via our website • Electronic communication with client’s (email, outbound automated calls, etc.) FNS Business Process Re-Engineering Symposium July 8, 2010

  7. Questions FNS Business Process Re-Engineering Symposium July 8, 2010

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