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ConneCT Demo and Update

ConneCT Demo and Update. State of Connecticut Department of Social Services (DSS). April 12, 2013. ConneCT Objectives. Improve Client Access Anywhere/anytime a ccess via web services. Achieve Better Quality Outcomes

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ConneCT Demo and Update

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  1. ConneCT Demo and Update State of ConnecticutDepartment of Social Services (DSS) April 12, 2013

  2. ConneCT Objectives • Improve Client Access • Anywhere/anytime access via web services. • Achieve Better Quality Outcomes • Makes processes more faster and more efficient by reducing “back and forth” and generation of paper. • Enhance Customer Service • Empowers workers with tools to help clients. • Increases the number of workers who can help a client. • Reduce Costs • Reduces the need for paper (and associated storage costs). • More efficient retrieval of documents. • Provide a Technological Framework for the Future • Integrated technologies support the business and allow for expansion.

  3. ConneCT Release Overview

  4. ConneCT Release Overview

  5. Client Accounts and Pre-Screening Demo

  6. ConneCT Release Overview

  7. Local # Local # Local # Local # Local # Local # Local # Local # Local # Local # Local # Local # Verizon IVR Verizon IVR Verizon IVR Verizon IVR Telephony Setup – Current State Case Worker Case Worker Case Worker Case Worker Case Worker Case Worker Case Worker Case Worker Case Worker Case Worker Case Worker Case Worker Bridgeport Office Key Challenges: • Inconsistent interactions via telephone. • Long hold times and extended response times. • Busy signals and full voicemail boxes. New Britain Office Waterbury Office Danbury Office Hartford Office Manchester Office Middletown Office New Haven Office Norwich Office Stamford Office Torrington Office Willimantic Office

  8. Local # Local # Local # Local # Local # Local # Local # Local # Local # Local # Local # Local # Telephony Setup – Future State Bridgeport Office Key Benefits: • More consistent experience via telephone. • Co-located workforce and decreased reliance on a single case-worker. Processing Group Service Group Benefit Group New Britain Office Processing Group Benefit Group Service Group Waterbury Office Avaya State-Wide IVR “0” Out to Benefit Center Processing Group Service Group Benefit Group EBT Card Replacement Danbury Office Processing Group Service Group Phone Interview Hartford Office Processing Group Service Group App / Benefit / Doc Questions Processing Group CO Functions ConneCT Online Services Manchester Office Processing Group Service Group Forms Request Middletown Office Processing Group Service Group New Haven Office Processing Group Service Group Norwich Office Processing Group Service Group Stamford Office Processing Group Service Group Torrington Office Processing Group Service Group Willimantic Office Benefit Group Service Group

  9. IVR Demo

  10. ConneCT Release Overview

  11. Document Management and Workflow – Business Overview Benefit Center - Bridgeport Service Group Office Mail &Drop-Offs BenefitGroup ProcessingGroup Central Scanning DSS Offices Central Mail Central Fax Benefit Center - New Britain Service Group BenefitGroup ProcessingGroup Document Capture & Indexing Benefit Center - Waterbury Content Repository Service Group Create Workflow Task For Processing BenefitGroup ProcessingGroup

  12. DSS Worker View ConneCT Worker Portal EMS Eligibility System Client Accounts DSS ProcessingWorkers

  13. ConneCT Worker Portal – A Closer Look…

  14. Streamlined “FastLink” Cover Sheets

  15. Enabling Real-Time Status Updates

  16. ConneCT Release Overview

  17. Bridgeport Production Test Feedback • We worked with 24 clients in Bridgeport to setup client accounts. • After using ConneCT, we asked each client to independently complete a brief survey about their experience: • All individuals thought using ConneCT was ‘Very Easy’ (91%) or ‘Easy’ (8%). No clients indicated that ConneCT was ‘Difficult’ or ‘Very Difficult’ to use. • All individuals thought ConneCT provided the information that they needed about their benefits. • All individuals indicated that they would use ConneCT again. • All but one respondent said they would use ConneCT instead of coming in person or calling DSS.

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