Best Practices Contra Costa County DCSS

Outbound Dialing Using existing Automated Call Distributor (ACD) hardware and software Automated calls to customers for Delinquent payment reminders Advise of system changes affecting customers such as SDU cutover Encouraging payment on arrears Reminder: send payments to SDU Healthy Families Insurance available for cases without medical support

Outbound Dialing Based on CCSAS ENF-200 report drawn by Contra Costa for any LCSA on CCSAS Delinquency campaigns have been run for Merced San Mateo Santa Barbara Santa Clara Napa Solano Stanislaus

Outbound Dialing Effectiveness study of Napa delinquency calls 49% of delinquent participants on the DAX report make a payment after three consecutive dialer campaign cycles Statistical analysis also shows a 30% chance that a delinquent participant will make a payment Effectiveness of payment redirection calls 228 successful calls to NCPs still making local payments 44% of NCPs called made a subsequent payment to the SDU Going to rerun this campaign and repeat the message in Spanish

Outbound Dialing Charges for outbound dialing campaigns: $0.04 for each record in ENF-200 report after removal of duplicates Labor at $75 per hour – based on campaign experience, a 3-hour window is set for all involved administration, programming and processing of a complete campaign Maintenance - $175 per day (non-prorated) 2,500 calls per day maximum capacity

Outbound Dialing Accepting requests from other LCSAs for delinquency dialing campaigns Contact Brenda Lundy, Information Systems Manager

Dual Monitors Existing 19” LCD monitors still in excellent condition County charges to surplus Received new 19” LCDs with CCSAS hardware OCSE newsletter stated that dual monitors increased staff productivity

Dual Monitors Windows XP Extended Desktop feature Adding video card allows two monitors to work seamlessly Lenovo 73P2516 PCIe video card $29.75 each from small business, R-Computer New 19” LCDs cost ~$150 With the myriad of systems used by staff, having many windows open simultaneously and large enough to see does increase productivity

Single sign-on & biometrics Numerous user IDs and passwords made daily navigation cumbersome and contributed to down time Imprivata single sign-on using biometric authentication eliminates reauthentication and improves security No more sticky notes on monitors or lists under keyboards! Excellent audit and reporting capacity