MISSION: Crafting an Integrated, Streamlined & Efficient Customer Service System

1. NAPHSIS & CDC/VSCP Annual Conference State Innovations Session MISSION: Crafting an Integrated, Streamlined & Efficient Customer Service System

2. Opening When Someone Has Provided You With Exceptional Service, Write a Note to His or Her Boss. • Life’s Little Instruction Book, Volume II

3. Unique Texas Facts • Original Request Processing/Customer Service) system developed in 1994 • In 2003, State Office issued over 276,224 birth, death, marriage/divorce and heirloom documents • Filed over 38,758 amendments, adoption, paternity, name changes, delayed birth record, disinterment permit • Expedited (fax) services increased over 56% in the past 5 years • Over 93,960 requests

4. Request for Funding Proposal • Released in 01/03 • Web-based electronic birth registration & customer service system • Future options to expand to include death, marriage and divorce modules • Awarded contract in 04/03

5. Specific Contractual Requirements • Integrated with birth registration system • Fee processing • Document control • Customer service requests • Indexing • Other administrative functions

6. Other Requirements • Address security and tracking issues identified by Internal Audit staff • Strengthen ability to conduct random audits • Develop a supervisor tier approval process • Streamline process – work from beginning to end without having to change systems

7. Sample Screen Shots

16. Texas Specific Features • Ability to perform Adoptions, Paternities, Legal Corrections and Unsealing of records without review by another user • Tracking of certified copies for records that were issued from archives • Issuing of Heirloom certificates • Tracking issuances of & flagging records when 10 or more copies printed • Capability to resolve a refund transition

17. Cont’ - Specific Features • Capture remittance ID number when request is created • No fee request type • Partial payments & cross reference request to one other • Capture document control # when certified copy issued • Import data to & from Fiscal Office

18. Cont’ - Specific Features • Capture remittance ID number when request is created • No fee request type • Partial payments & cross reference request to one other • Capture document control # when certified copy issued • Import data to & from Fiscal Office

19. Cont’ – Specific Features • Manager Screen • Allocation of work to user’s work queue • Rerouting work from one user’s queue to another user’s queue • Logging document control #s of security paper

20. Future Enhancements • On-line Customer Requests • Customer would make initial request via the internet/website/on-line • BVS contract with an entity to conduct that initial identification verification • Certificate would be processed by BVS staff • Mailed via regular mail or UPS/Federal Express

21. Questions & Answers?

22. Closing Never Lose Sight of the Top of the Mountain • Life’s Little Instructions Book, Volume II

23. I look forward to working with you, as we embrace re-engineering system changes.