SNAP Continuous Improvement Forum Session 2 A Record of Success in Colorado, Nebraska, and Tennessee

Housekeeping Items:Housekeeping Items: –Close other programs running on your computer –Submit questions online throughout for Q&A at end of session –Keep phone on mute during webinar; lines will be unmuted during Q&A Speaker: John Beakes, III, MS, MASpeaker: John Beakes, III, MS, MA –Director, Business Process Reengineering –Led successful BPR transformations in Federal, State and local government as well as health care, service & manufacturing industries One Stop Career CentersOne Stop Career Centers State Department of LaborState Department of Labor Veteran’s AdministrationVeteran’s Administration City GovernmentCity Government Hospitals, Health Systems, Offices, Factories, Distribution Centers, etc.Hospitals, Health Systems, Offices, Factories, Distribution Centers, etc. Session Introduction

Recognize potential successes from BPR efforts that can be achieved in respective Colorado countiesRecognize potential successes from BPR efforts that can be achieved in respective Colorado counties Session Objectives

Currently, three contractors are working within Colorado to assist in improving SNAP processesCurrently, three contractors are working within Colorado to assist in improving SNAP processes –IMPAQ International, LLC –Change and Innovation Agency –Southern Institute on Children & Families Process Improvement Efforts in Colorado

Process improvement requires the sharing of best practices and successesProcess improvement requires the sharing of best practices and successes Concerted efforts to share best practices and successesConcerted efforts to share best practices and successes –Tri-State Exchange –SNAP Continuous Improvement Forum Process Improvement Collaboration

Nebraska Record of Success

State operated SNAP programState operated SNAP program Mountain Plains RegionMountain Plains Region In 2014, the average monthly individual SNAP participation was 173,530 with 76,919 households participating monthlyIn 2014, the average monthly individual SNAP participation was 173,530 with 76,919 households participating monthly Two dedicated call centersTwo dedicated call centers Profile: Nebraska

Changes implementedChanges implemented –Improved oversight and efficiency in document imaging center –Targeted large backlog of applications –Improved monitoring and evaluation to assess impact of changes –Promoted “One-touch” resolution of applications –Cross-trained staff to reduce handoffs Record of Success: Nebraska

12-month rolling QC SNAP timeliness Oct 2013 – Sep 2014: 66.23%12-month rolling QC SNAP timeliness Oct 2013 – Sep 2014: 66.23% 6-month rolling QC SNAP timeliness Oct 2014 – March 2015: 88.68% with upper bound of 94.71%6-month rolling QC SNAP timeliness Oct 2014 – March 2015: 88.68% with upper bound of 94.71% Record of Success: Nebraska

Culture shiftCulture shift –Local BPR teams identify potential changes and test –From “First in, first out” to “Who can I help right now?” –Emphasis on Customer Service and collateral contacts –Value Stream Mapping is being implemented across divisions in DHHS Record of Success: Nebraska

Tennessee Record of Success

State operated SNAP programState operated SNAP program Southeast RegionSoutheast Region In 2014, the average monthly individual SNAP participation was 1,312,505 with 650,251 households participating monthlyIn 2014, the average monthly individual SNAP participation was 1,312,505 with 650,251 households participating monthly Six fully integrated call centersSix fully integrated call centers Profile: Tennessee

Changes implementedChanges implemented –Same day interviews –Eligibility workers at Front Desk of local offices –Express Service offered through dedicated windows –Prioritization and triage of all incoming mail –Remote Renewal Units to process recertification applications Record of Success: Tennessee

Awarded multiple SNAP high performance bonuses:Awarded multiple SNAP high performance bonuses: –In 2014, awarded $1.9 million, for the most improved Case and Procedural Error Rate (CAPER) – –In 2013 and 2014, awarded a total of $5.1 million for best payment accuracy/Payment Error Rate (PER) Record of Success: Tennessee

Culture shiftCulture shift –New ideas and processes are being tested prior to full implementation –BPR Oversight Committee has been developed at the leadership level –Training on BPR tools and techniques across TDHS Record of Success: Tennessee

Colorado Record of Success

County administered SNAPCounty administered SNAP Mountain Plains RegionMountain Plains Region In 2014, the average monthly individual SNAP participation was 505,169 with 234,098 households participating monthlyIn 2014, the average monthly individual SNAP participation was 505,169 with 234,098 households participating monthly Diverse county caseloadsDiverse county caseloads Profile: Colorado

Changes implementedChanges implemented –Same day interviews –Revised application intake process –Streamlined case review sheet –Protected time to address verifications, change requests, etc. Record of Success: Alamosa

Changes implementedChanges implemented –Same day interviews –Assign work based on availability –Interactive interviews –Improved workload management –Co-location of functional teams Record of Success: Delta

Changes implementedChanges implemented –Complete verification process at time of application intake –Clearer signage in lobby to direct clients and inform about services –Electronic document management to track customer records –Co-location of functional teams Record of Success: Otero

What works for some, may not work for others but worth a testWhat works for some, may not work for others but worth a test Improve workflow to reduce bottlenecks and provide more timely eligibility decisions to clientsImprove workflow to reduce bottlenecks and provide more timely eligibility decisions to clients Improve the customer service experienceImprove the customer service experience Create a culture of continuous improvementCreate a culture of continuous improvement Themes of Success

Questions and Answers

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