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

FNS Business Process Re- Engineering Symposium July 8, Technology – Phase 2 Benefits CalWIN - o nline 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, 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 ( , outbound automated calls, etc.)

FNS Business Process Re- Engineering Symposium July 8, Questions