September 2017 Vol. 9 Issue 1 PDF Version
County Service Center Group Newsletter
February 2017 Vol. 8 Issue 1
Government Works Well
This quarter's newsletter and webinar is focused on the effectiveness and efficiency of government. In today’s media world and political environment it is sometimes easy to get caught up in a defensive position and forget the really good work that has been done and continues to be done.
So this quarters communication is about what really works well in government. #GovtWorksWell
You will read about yourself, your colleagues and your peers from other areas and find inspiration, good ideas and pride in the good work you do.
Inside and at our Webinar on September 27th at 11:30 you will hear about how customer service in an extremely complex environment (serving a multi language, diverse and often challenged customer) has improved through modernization efforts and focus on serving the customer in the way that is easiest for them:
Alameda County's One-Touch Distributed Work Model
Placer County improving workflow through technology
Sacramento County delivering better service with fewer resources
Tulare County making decisions using Data
We look forward to elaborating on these concepts in the Webinar and hope to see you at CWDA in October !
~Vail Dutto, InTelegy CEO
Follow InTelegy on Twitter @InTelegyTweets
The difficulty of the task: private vs public sectors customer service requirements:
Private Sector Customer Service icons and the customers they serve:
US Apple Computer: majority speak English, have no kids, earn an income over $100k, have an advanced degree, are under 35 and male source: http://infoscout.co/brand/apple
Amazon Prime: 60% of Amazon shoppers make more than $60k, 95% have some college to Advanced degrees
Nordstrom – a Forrester Research top 5 US Customer Experience Index company - “51% are in the 18-34 age range and 41% make more than $100k
Source : Retail Touch Point
Zappos, another top 5 in the Forrester Customer Experience Index, has a core demographic of women ages 16-35 source ; Source: marketing presentation by Puja Thakker
HHS Customer Service and the customers they serve:
HHS Customers must be served in multiple languages - 30% Spanish, 2% Vietnamese, 2% all Chinese dialects, 3% other languages
43% or more of applicants still choose to come to a physical office- although that trend is declining with the implementation of call centers and the promotion of online case management.
At least 15% of applicants are persons with disabilities - and most service center counties have special services and focused effort at meeting those individual needs.
Only 53% of the populations served by HHS have access to high speed internet - so the continued improve in all services including call centers and improved lobbies is critical to serve each customer’s needs.
Staff Modeling Tool (SMT) is a flexible and easy to use software tool that helps organizations answer the question "What staff do we need, doing what work, within what time-frames?" SMT allows an organization to forecast and budget for staff and plan for hiring, scheduling and training of staff needs today and in the future.
WMT is software designed to effectively collect, distribute and track workload. lnTelegy has drawn upon its 8 years of experience with task management tools in County Health and Human Services, combined with private sector best practices, to develop what we consider the best of breed tool for workload distribution.
Government Works Well
InTelegy's CSCG Webinar
11:30 – 12:30 PST
Are there any topics you would like to see covered in future webinars or newsletters? Please submit suggestions here:
Giving Credit Where Credit is Due
In the day to day small actions that improve the customer experience, or the large-scale change that overhauls an entire service delivery model, let’s stop and recognize government agencies can and do work smart, efficiently and compassionately. We are proud of the work we do-you should be too. Let’s make #GovtWorksWell a repository of big and small wins and examples of great work.
Some examples from your peers in California include:
Alameda County- The Social Services Agency implemented Alameda County's One-Touch Distributed Work Model to improve service delivery across all programs, to improve workload management and improve processing timeframes. This was accomplished through four groundbreaking initiatives accomplished in less than 2 years. They trained and transitioned over 600 workers, previously specialized by program and function, in All Aid Generic Eligibility Workers, allowing more flexibility to address increasingly high caseloads and diminishing workforce. They moved eligibility workers to the front lines of service in the call center and in their lobbies, eliminating hand offs and delay of service to clients. They also improved client’s access to social workers to service the clients additional needs once benefits were met. This transition in service was supported by the implementation modernized technology including a Workload Distribution Tool, Client self-scanning technology, and a new lobby management system. #GovtWorksWell
Sacramento County DHA- very recently accomplished a CalWORKs business model transition with the launch of a new CalWORKs Service Center to improve customer service and access. Is it working? Yes! Early data gathered in the month since launch, indicate that direct customer service contact is occurring regularly and consistently:
An average of 800 calls a day are being answered in less than 2 minutes
CalWORKs case tasks are now distributed to staff across all offices to ensure priority work is done first
Over 14,000 walk-in customers saw an Eligibility Worker in the lobbies in August with an average wait time less than 30 minutes.
Both lobby traffic and call center service level technologies exist to allow for awareness and adjustments in real time.
This effort was also accompanied by a departmental communications and public information campaign: “Call, Click or Come in”. Through a change in business model and the use of emerging technology Sacramento now provides CalWORKs customers with easy access to information and more convenient options to connect with CalWORKs staff. #GovtWorksWell
Placer County- Improving Workflow Through Improved Technology- In May 2016 Placer County began the process to replace their legacy task management tool. By November of that same year they implemented a fully customized Workload Management Tool that includes all programs and all workers with the following streamlined functions:
automated task assignment
bulk assignment of priority tasks
improved worker ability to see and prioritize workload
automated document recognition with ability to group incoming documents into a single unit of work versus separate and unconnected individual tasks
supervisor’s real-time views into staff and unit workload
This new tool (WMT) reduced the number of individual tasks that a worker had to organize, prioritize and manage from 455/month to 81/month. They saw a 15%+ reduction in overdue work and a 27% improvement in timeliness of Medi-Cal applications. Wow! #GovtWorksWell
We will also be highlighting wins by individuals in different counties. Tune in to hear how an eligibility worker providing full service in the lobby changed the wait times and customer satisfaction for 30% of the customers that walk in. How customer education pieces provided in every customer interaction have increased the number of customers who are using online services- in both CIV and CalWIN Counties. Additional examples of customer’s feedback on the improvement in the overall feeling when calling a worker or walking into an office will be shared.
~Carole Dotson, InTelegy COO/Director of Consulting
Kings County is embarking on a service delivery improvement project that includes the redesign of their Hanford Human Services Agency office. This is truly a No Wrong Door operation and King’s County is improving these services through a remodeled lobby, streamlined check in process using their CIV provided DUK kiosk and improved one-touch processes This location services all HSA customers including Benefits Programs (Medi-Cal, CalFresh, CalWORKs, Employment Services, GA, HCO) as well as CPS, APS and IHSS customers and providers.
Tulare County is developing a fully customized and integrated version of InTelegy’s Workload Management Tool to replace their legacy Task Management Tool that was in place for 7 years. Along with improved user interfaces, workflow management and efficiencies for staff and supervisors, Tulare County is using this opportunity to revise business processes to ensure the most efficient processes providing excellent service to all customers.
InTelegy recently worked in partnership with The Pacific Institute at Kern County Child Support Services to conduct an assessment of their customer service delivery. Through this effort Kern County identified opportunities to standardize and specialize services and use data and analytics to ensure excellent service their customers.
InTelegy is excited to introduce our Technology Project Management Consultant Anthony Zoppo. Anthony has already worked with Placer County and Tulare County on their Workload Management Tool Implementations and is excited to start new projects in report design, Business Intelligence strategy and Data Driven Management processes. Anthony will be at CWDA so stop by and say Hello!