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Introducing MyACCESS

Learn about the innovative MyACCESS mobile app developed to increase self-service options for benefit applicants in Wisconsin. Discover its features, initial results, and the expected outcomes in improving customer service and reducing administrative workload.

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Introducing MyACCESS

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  1. Introducing MyACCESS Linda Seemeyer Secretary November 30, 2018

  2. Background • The ACCESS website (access.wi.gov) was first launched in 2004. • It has become the primary channel by which Wisconsin residents apply for benefits. • Over time, this has: • Increased access for applicants and members. • Reduced phone calls to agencies. • Reduced data entry for workers.

  3. Background, continued • ACCESS also offers features for managing ongoing benefits, including: • Benefit status. • Renewals. • Change reports. • Paperless correspondence. • Document submission. • Because it requires regular computer access, few people manage their benefits online.

  4. MyACCESS App

  5. Development • Since 2004, technology has changed dramatically. • Most applicants and members have access to the internet through mobile devices. • With a mobile app, we are seeking to increase self-service among applicants and members.

  6. Expected Outcomes • Better customer service and satisfaction • Less churning from members who lose benefits and then reapply right away • Fewer calls to agencies • Fewer paper documents for agencies to scan and process

  7. Rollout • Released November 12, 2018 • Available in the App Store for iOS devices and Google Play for Android devices • “Soft launch” to identify opportunities for improvement

  8. Features Users can: • Check the status of their benefits. • Take photos of and upload verification documents. • Opt in to push notifications to get reminders about needed actions.

  9. Sample Screens

  10. Welcome Screen and Menu

  11. Benefit Status and Documents

  12. Uploading Documents

  13. Uploading Documents, continued

  14. Initial Results and Next Steps

  15. Results to Date • More than 1,900 people have downloaded the app and used it at least once. • Users have initiated more than 5,200 sessions. • Users have uploaded more than 440 documents.

  16. Next Steps In early February 2019, we plan to promote the app more actively through: • Printed materials like posters and flyers. • Wisconsin Department of Health Services website. • Social media.

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