Strengthening Partnerships: Shaping the Future Portland, OR June 6 th – 10 th, 2004 MISSION: Crafting an Integrated, Streamlined & Efficient Customer Service.

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Presentation transcript:

Strengthening Partnerships: Shaping the Future Portland, OR June 6 th – 10 th, 2004 MISSION: Crafting an Integrated, Streamlined & Efficient Customer Service System NAPHSIS & CDC/VSCP Annual Conference State Innovations Session

Strengthening Partnerships: Shaping the Future Portland, OR June 6 th – 10 th, 2004 Opening When Someone Has Provided You With Exceptional Service, Write a Note to His or Her Boss. - Life’s Little Instruction Book, Volume II

Strengthening Partnerships: Shaping the Future Portland, OR June 6 th – 10 th, 2004 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

Strengthening Partnerships: Shaping the Future Portland, OR June 6 th – 10 th, 2004 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

Strengthening Partnerships: Shaping the Future Portland, OR June 6 th – 10 th, 2004 Specific Contractual Requirements Integrated with birth registration system Fee processing Document control Customer service requests Indexing Other administrative functions

Strengthening Partnerships: Shaping the Future Portland, OR June 6 th – 10 th, 2004 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

Sample Screen Shots

Strengthening Partnerships: Shaping the Future Portland, OR June 6 th – 10 th, 2004

Strengthening Partnerships: Shaping the Future Portland, OR June 6 th – 10 th, 2004

Strengthening Partnerships: Shaping the Future Portland, OR June 6 th – 10 th, 2004

Strengthening Partnerships: Shaping the Future Portland, OR June 6 th – 10 th, 2004

Strengthening Partnerships: Shaping the Future Portland, OR June 6 th – 10 th, 2004

Strengthening Partnerships: Shaping the Future Portland, OR June 6 th – 10 th, 2004

Strengthening Partnerships: Shaping the Future Portland, OR June 6 th – 10 th, 2004

Strengthening Partnerships: Shaping the Future Portland, OR June 6 th – 10 th, 2004

Strengthening Partnerships: Shaping the Future Portland, OR June 6 th – 10 th, 2004 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

Strengthening Partnerships: Shaping the Future Portland, OR June 6 th – 10 th, 2004 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

Strengthening Partnerships: Shaping the Future Portland, OR June 6 th – 10 th, 2004 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

Strengthening Partnerships: Shaping the Future Portland, OR June 6 th – 10 th, 2004 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

Strengthening Partnerships: Shaping the Future Portland, OR June 6 th – 10 th, 2004 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

Strengthening Partnerships: Shaping the Future Portland, OR June 6 th – 10 th, 2004 Questions & Answers?

Strengthening Partnerships: Shaping the Future Portland, OR June 6 th – 10 th, 2004 Closing Never Lose Sight of the Top of the Mountain Life’s Little Instructions Book, Volume II

Strengthening Partnerships: Shaping the Future Portland, OR June 6 th – 10 th, 2004 I look forward to working with you, as we embrace re-engineering system changes.