ConneCT Project Overview

State of Connecticut

Department of Social Services (DSS)

October 2013

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The Connecticut Department of Social Services (DSS) faced a “perfect storm” of obstacles which impeded the department’s ability to serve its clients and adversely impacted standard of promptness and error rates.

Dated technology:– Eligibility Management System (EMS), deployed in 1989

– Maze of Independent Phone Systems

Reliance on case-worker interaction (via phone and in-person)

Use of paper and manual processing – copying, filing, storage/retrieval etc.

Unprecedented increase in public demand for services.– In 2012, DSS eligibility was at 2008 levels with a 33% increase in application

volume.

– DSS offices were receiving nearly 879,000 calls and process 3.7 million pieces of paper per month.

Challenges Triggered the Need for Change

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DSS History – Recipients by Program Area

Achieving Incremental “Wins” for DSS and ConnecticutR

each

an

d I

mp

act

Integrated Eligibility(DSS)

Integrated Eligibility(Cross-Agency)

These projects build on each successful milestone to increase reach and impact.

Reach & Impact:New channels for DSS clients

to get information.

New technology tools for DSS workers.

Reach & Impact:New population of clients who

purchase medical insurance or receive MAGI MA and/or CHIP.

New quasi-public agency.

Reach & Impact: Increased automation to

improve service delivery to all DSS clients.

Reach & Impact:Enables cross-agency

collaboration and the ability to serve the “whole client”.

Tier 1

Tier 2 and 3

Tier 4

Time

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In order to remediate these issues, the Department conceived a modernization initiative and initiated the ConneCT project which sought to open new channels for clients to interact with DSS and help workers maximize efficiency through the use of modern technology tools.

Seven (7) functional releases across multiple technologies

Focused on “quick wins” without additional investments in old technologies or wholesale replacement.

Creation of reusable services that could be used across platforms and as a framework for the future.

Modernization and ConneCT Initiation

Web Services• Pre-Screening• Client Accounts• Online Application• Change Reporting• Redetermination

Telephony Services• Interactive Voice Response

(IVR) System• Benefit Center / Call Center

System

Document Management• Scanning/Indexing• Document Repository• Workflow• Verification Request Gen• Reporting

7 Functional Releases Designed, Developed and Implemented in Parallel

ConneCT – Functional Releases

Functional Overview Status / Target Date

Client AccountsProvides secure, anytime access to generic and case-specific information to clients via the Internet.

Currently Live (http://connect.ct.gov)

Pre-ScreeningAllows clients to independently check for potential eligibility online without having to visit or call DSS.

Currently Live (http://connect.ct.gov)

Interactive Voice Response (IVR)

Provides secure, anytime access to generic and case-specific information to clients by phone.

Currently Live

Document Management and

Workflow

Reduces the need for paper-based processing and provides centralized access to documents and visibility into document status.

Currently Live

Benefit CenterProvides a centralized, consistent enterprise system for receiving and servicing incoming calls.

Currently Live

Online ApplicationAllows clients to apply online and provides a dynamic verification checklist to clearly explain what verification is required.

September 2013

Change Reporting and Online

Redeterminations

Allows clients to report changes and conduct redeterminations online.

October 2013

Building a Technological Framework for the Future

Technical Milestone Benefit to DSS and Connecticut

Built and deployed new server infrastructure at BEST Data Center.

Allows to BEST to host a modern web-based system for DSS.

Installed new telephone system at BEST and at three DSS offices.

Single, centralized telephony platform enables a state-wide workforce and provides redundancy.

Installed new optical fiber network. Enables high-speed connectivity between the BEST

data center and DSS benefit center offices to support voice and data.

Installed 700 new telephone lines at the BEST Data Center.

Allows DSS customers to reach DSS via a central location and access telephony services.

Deployed new web-based software platform. Provides modern, web-based systems for DSS clients

and DSS workers to use.

Installed leading COTS products including Rules Engine and Document Generation Software

Provides modern, web-based systems for DSS clients and DSS workers to use.

Extensible technical products support DSS now and in the future.

ConneCT Telephony – Legacy Operational Model

Local Phone #

Front Office Back Office

Legacy Office Structure (12 Offices)

Key Challenges:• Multiple phone platforms/systems across offices• 12 different office phone numbers• Hundreds of Individual Worker Extensions• Clients Served by Only One Worker• Inconsistent Service by Phone Across Workers and Offices• Lack of visibility and reporting of worker status/activity and wait times

Case Worker #Case Worker #Case Worker #Case Worker #Case Worker #

ConneCT Telephony – Benefit Center Model

Service Group

Benefit Group

ProcessingGroup

Benefit Center Office 1

Service Group

Benefit Group

ProcessingGroup

Benefit Center Office 2

Service Group

Benefit Group

ProcessingGroup

Benefit Center Office 3

Service GroupProcessing

Group

+ 9 Non-Benefit Center Offices

State-Wide IVROne Phone #:

1-855-6-CONNECT

Automated Self-Service

EMSLegacySystem

Key Features:• Web Services Make Legacy

Data Available for Self Service• Benefit Centers are Redundant• Licenses Float Between Offices• Remote Agent Capability.

ConneCT Telephony – Functional Overview

Benefit CenterWorker

and Supervisors

EMS Legacy System

Benefit Center Console (Avaya)

Benefit Center Phone (VoIP)

Worker Portal

Benefit Center Screen PopTells the Worker Who is Calling and

Why

ConneCT Screen Pop

Office Wall BoardsDisplay Agent Status and Max Call Wait Time (Configurable)

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ConneCT Document Management and Workflow – Business Overview

Central Mail Central Fax

Central Scanning

Content Repository

Document Capture & Indexing

Create Workflow TaskFor Processing

Service Group

BenefitGroup

ProcessingGroup

Benefit Center - Bridgeport

Service Group

BenefitGroup

ProcessingGroup

Benefit Center - New Britain

Service Group

BenefitGroup

ProcessingGroup

Benefit Center - Waterbury

DSS Offices

Office Mail &Drop-Offs

ConneCT Document Management and Workflow – DSS Worker View

DSSProcessing

Workers

ConneCT Worker Portal

Client Accounts

EMS Eligibility System

ConneCT Document Management and Workflow – ConneCT Worker Portal – A Closer Look…

ConneCT Document Management and Workflow – Streamlined “FastLink” Cover Sheets

ConneCT Document Management and Workflow – Enabling Real-Time Document Tracking

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ConneCT – Key Lessons Learned

Technology:

Requires coordination of multiple technical stakeholders (telephony vendor, network provider, data center, local offices etc.)

Dual monitors provide a good user experience in a multi-system environment.

Network needs to be tested and bandwidth expanded to accommodate both voice and data needs.

Ongoing user maintenance must be planned for and executed to be effective post go-live.

Business:

Physical space needs to be evaluated and changed as required.

HR and labor relations should be engaged early to define role changes (if any).

Detailed implementation (both business and technical) planning helps achieve a smooth go-live.

Maximum benefit achieved through “task-based” operational model.

Expectations around operational performance (such as average client wait-time) must be set and managers must manage using the data.

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While recently implemented, ConneCT has already started to make a significant impact:

26,000+ Online Accounts Created

40,000+ IVR Accounts Created

75,000 Calls Answered by the Benefit Center– 14,000 Interviews Conducted via Phone

– Average Wait Time is ~12 Minutes

~1M Legacy and New Documents Committed into FileNet (Doc Mgmt)

ConneCT – Results and Impact

“This series of technological improvements will gradually change the service landscape at DSS for the benefit of Connecticut residents, the agency’s

dedicated staff, and taxpayers in general. We are literally taking an agency from obsolescence in terms of overwhelmed phones and laborious paper

processing into the modern age of business systems.”-Governor Dannel Malloy