Citizen participation: New approaches to social programs

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Tiago Cordeiro OliveiraBusiness and Customer Manager

Bolsa Familia Caixa

Citizen participation: New approaches to social programs

_____ ___The_Program

Reaches almost 14 million families, around 50 million people in all Brazilian cities.

Total cost less then 1% of Brazilian GDP

The largest cash transfer program in the developing world

It contributes to break the intergenerational poverty cycle, by means of conditionalities

Integration with other government policies/actions

_Features of the Program

Granting the benefits according to the characteristics of the family.

To get into and continue in the program, families have to fulfil the established conditionalities in the areas of health, education and social assistance

Direct payment to the family, without any intermediaries, at CAIXA's agencies, ATMs, bank correspondents and lottery stores.

Benefit paid preferably to the wife

_Features of the Program

Autonomy of the family to use the financial resource

Assistance to the poor and to the extremely poor families

Families remain in the program while their income is lower than the eligibility criterion: there is no deadline for permanence in the program

Shared management among government levels

Participation of the society

National coverage, based on an estimate of poor families

________Eligibility Criteria

Families with monthly per capita income between R$ 77,01 (US$ 32.01) and R$ 144,00 (US$ 64.00), with children among 0 and 17 years old

Families with monthly per capita income of up to R$ 77,00 (US$ 32.00), regardless of the family composition

Types of financial benefits Basic Benefit - R$ 77,00 (US$ 32.00)

Paid exclusively to the families with monthly per capita income of up to R$ 77,00 (US$ 32.00)

Variable Benefit - R$ 35,00 (US$ 15.00), Paid to the families with children, adolescents of up to 15 years

old, pregnants or nursing babies (Up to 5)

Variable Youth Benefit - R$ 42,00 (US$ 18.00) Paid to the families with young members aged 16-17 years old.

(Up to 2)

Poverty Overcoming Benefit It is paid to the families that continue with monthly per capita

income, with the others benefits, up to R$ 77,00 (US$ 32.00).

• _____________________ ___Conditionalities

Health: fulfillment of the vaccination calendar and the growth and development for children under 7 years old, prenatal care for pregnant women and monitoring of the nursing women

The conditionalities are monitored in integration of the Ministry of Social Development with the Ministries of Health and Education.

Education: school enrolment and minimum attendance of 85% for children and adolescents aged 6-15 years old and 75% for adolescents aged 16 and 17 years old

_ _________________________ Financial Impacts

A survey conducted by IPEA (2011) found that the Bolsa Família Programa is the greatest multiplier of GDP and family income. GDP will increase by R$1.78 for each R$1.00 spent on the program, after taking into account the entire income multiplication circuit in the economy. The report concludes that the BFP generates more economic benefits than it costs.

IPEA - Institute for Applied Economic Research

_______________ Other Information 1.7 million families left the program voluntarily

75% of beneficiaries older than 18 years are working

42% of beneficiaries are less than 18 years old

22 million people left extreme poverty since 2011 with Bolsa Família Program

1.43 million people have already done some professional course

3.2 million people have small business

Thank you

[email protected]

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Tim BurchDirector

Department of Social ServicesClark County, Nevada


Clark County, NV

Think now. Innovate now. Act now.

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• 12th largest county in U.S.• Size of New Jersey• 70% state population• 2 million residents• 43 million visitors• 10,000 employees• 38 departments• $6.2 billion budget

Serve as the public safety net per Nevada Revised Statute 428

Provide direct and coordinated services, and gap services

Serve primarily adults ages 18-64 $140 million general fund budget 150 FTEs


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Department of Social ServiceProviding a safety net of human services to a growing

community

Direct Services

Financial Assistance Housing, Transportation, Burials and

Cremations Senior and Disability Services

LTC/AHC/HHHA T.A.Y. Programs


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Coordinated Services

HELP HOPE HOME – So Nevada CoC Coordinated Intake/Assessment HUB for

Homeless Adults Outreach/MOST/MOHR/InViVo PSH projects

o Healthy Living, New Beginnings, TLP Ryan White


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System Issues and Needs

Main Frame built in 1984 Unsupported code Not HIPPA compliant

Eligibility only No integration with Finance No case management


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System Issues and Needs (continued)

Primitive reporting capabilities Zero performance measurement

Numerous databases outside the system Not Windows 7 compliant

Required redundant data entry and promoted multiple manual, paper-based processes

Unable to track provider referrals and share information among agencies


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IBM/Curam Curam 6.0

+Modules Customization

SAP bridge Client Flow Interfaces


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1919

Ambrogina CanobbioIT Projects Manager

Human Resource AdministrationNYC Access


20Benefits

Re-Engineering

HRA Benefits Re-Engineering Initiative

NYC Human Resources Administration

October 2014

IBM Health and Social Programs Summit: Citizen Participation

21Benefits

Re-Engineering

NYC Social Service Population: SNAP and Cash Assistance

MISSION STATEMENT:

The New York City Human Resources Administration/ Department of Social Services (HRA/DSS) provides temporary help to individuals and families with social service and economic needs to assist them in reaching self-sufficiency.

HRA serves more than 3 million New Yorkers through essential and diverse programs and services that include: temporary cash assistance, public health insurance, nutritional support (food stamps), home care for seniors and the disabled, child care, adult protective services, domestic violence, HIV/AIDS support services and child support enforcement.

SNAP & CA RECIPIENTS: NYC & NYS COMPARISON

NYC Population 8.6M NYS Population 19.65M

NYC SNAP Clients 1.75M Rest of State SNAP Clients 1.33M

NYC CA Clients 331K Rest of State CA Clients 231K

22Benefits

Re-Engineering

Benefits Re-Engineering

The Benefits Re-Engineering Vision

Develop a self-directed service model that will improve customer experience and realize cost efficiencies while enhancing integrity, through the use of modernized technology, and simplified business processes and policies.

Enhanced Customer Experience

Improved Worker Experience

Greater Program Integrity

Greater Access – The Virtual Client Service Center (VCSC) gives clients convenient and confidential 24 x 7 access to HRA.

Better Communication – Client accounts make it easy to check the status of an application, review notices, return documentation, or report a change,

Faster Service –Self service areas in centers, online access, and HRA’s “one number” call center means quicker answers to simple questions.

Increase Timeliness – Clients can enter information themselves, which means more accurate information and a quicker eligibility decision.

Crowd Reduction – Online access, self-service areas in Centers, expanded community partnerships, and a citywide caseload allow clients to decide where they want to do business with HRA; Center staff can focus effort on clients that need extra intervention/support.

Direct Access to Information – Information provided through the VCSC, including documents, is available to workers in real-time, no more waiting for mail or in-person return.

Better Access to Information – Integrating data sources into a consolidated view for workers provides better integrity for HRA, and additional convenience to clients when used for eligibility verification.

Reduction in Identify Fraud – Including security questions into the online application process protects both the applicant and the Agency from identity fraud.

Eliminate unnecessary transactions due to documents requests.

23Benefits

Re-Engineering

Integrating the Benefits Re-Engineering initiatives to Streamline Eligibility Determinations

Information VerificationSystem (IVS)

Information VerificationSystem (IVS)

On-Demand InterviewsApplicants/clients will be informed of

an interview timeframe and will have the opportunity to call the agency at theirconvenience during business hours for their interview.

The IVS will provide eligibility workers and investigators with an integrated view of available external data sources for an

application or case.

Streamlined POSThe overall POS interview process will be streamlined in order to shorten the average length of eligibility interviews.

Work TrackingSystem (WTS)A WTS will support task-based work queues for a citywide caseload and track the different stages of processing tasks from receipt to completion.

Virtual Client Services Center (ACCESS NYC client portal)

The VCSC will provide enhanced user functionality and Account Management Services to become a one-stop client portal through ACCESS NYC. Clients and applicants will be able to access the VCSC at home as well as through Self Service Areas at HRA Centers and Community Based Organizations (CBOs).

Virtual Client Services Center (ACCESS NYC client portal)

The VCSC will provide enhanced user functionality and Account Management Services to become a one-stop client portal through ACCESS NYC. Clients and applicants will be able to access the VCSC at home as well as through Self Service Areas at HRA Centers and Community Based Organizations (CBOs).

Communication: Communication activities are being conducted to address Client, CBO, and staff information needs. This includes outreach to CBOs, center signage, and client mailers.

Change Management: Change Management focuses on staff engagement, learning and development (including eLearning), and transitioning staff to support the new operating model.

24Benefits

Re-Engineering

Future Service Delivery and Facility Utilization

25Benefits

Re-Engineering

SNAP Self-Service Today in ACCESS NYC IBM Cúram v5: Rising utilization

The online SNAP application rate was level for the past several years - ~25%. Once PC Banks were implemented in SNAP Home Centers, starting in April 2013, a significant increase in online applications was seen since - ~ 69%

26Benefits

Re-Engineering

On-Demand Interviews

.

One Number: HRA call center with self-

service options

Agency-wide technology upgrade will direct all customer inquiries to one-number that offers easy to use self-service options and live call center agents.

This includes routing all the existing calls that are currently received at the Centers.

Self-service options may include:Check status of application and EBT card balanceCheck for next benefit issuance and amountSchedule and reschedule interviews

Virtual Client Services Center (ACCESS NYC

IBM Cúram v6)

Leverage ACCESS NYC to increase client access to HRA by building additional capabilities to the online client portal:

Online SNAP and Cash Assistance applications/ recertifications

Access to electronic case record

Upload documents Request case changes 24x7 confidential and

convenient transactions

Self-Service Areas and Community Partners

Creation of HRA self-service areas within our SNAP Centers which offer applicants and clients the tools they need to conduct business with HRA. Including: PC Banks Scanners and copiers Document return Check-in

Creating a strategy to expand community partner network to offer:

Facilitated assistance submitting online applications

Computers, scanners, and copiers

Future State SNAP and CA Self-Service

Clients will have the option to call the agency to be interviewed at their convenience. This is expected to increase the number of clients who complete their interview.

This will be available to clients for:

SNAP ApplicationsSNAP Recertifications

Healthcare

Citizen participation: New approaches to social programs