1. Developing Aims Vicki C. Grant, Director Supporting Families National Program Office covering kids & families Process Improvement Collaborative

2. Goal of the Collaborative: Maximizing the Efficiency and Effectiveness of the Enrollment and Retention Processes in Medicaid and SCHIP Eligibility Systems · covering kids & families Process Improvement Collaborative

3. Aim Statements Reduce by 30% the number of closures for failure to return renewal forms by 4/1/04 Reduce application processing time by 25% by 3/1/04 Reduce waiting times by 50% by 2/1/04/ Reduce rework on cases by 50% by 4/1/04 covering kids & families Process Improvement Collaborative

4. They clearly communicate the expectations – We will see a 40% reduction in the cases being closed for failure to return the renewal form. We will reduce the average waiting time to 15 minutes. Why Use Numerical Goals? covering kids & families Process Improvement Collaborative

5. covering kids & families Process Improvement Collaborative Child or Adult Office Decision (1) Accurate Decision (2) Inaccurate Decision (3) Inaccurate Decision (4) Accurate Decision Determined Not Eligible Determined Eligible Eligible Not Eligible

6. Effects of Rework Assumptions: 10 minutes are required to close a case. Work is 8 hours/day, five days/week, 52 weeks/year. Salary and operating cost per worker is $40,000/year. 1,000,000 children and adults lose Medicaid or SCHIP coverage every month Effect: 960 eligibility workers per month on this task alone. Cost is $38.4 million a year.