Change to how phones are answered - BPR Implementation

Submitted by Clay Butcher on May 5, 2016 - 3:26pm

The Division of Public Assistance is making a significant change that is taking place now through this summer to improve our responsiveness. Phone calls to Ketchikan and Juneau field offices will go directly to voice mail so they can be more effectively answered through either an “interview line” or a “general number” for all other inquiries.

Business Process Redesign Update

Submitted by Clay Butcher on April 20, 2016 - 2:34pm

BPR update- Juneau is implementing this week!

On April 18th, Juneau District Office (JDO) conducted their soft opening of Business Process Redesign (BPR). In the morning JDO staff were engaged with reading through and discussing the How We guide to ensure understanding, reviewed processes and procedures, and ensured an understanding of how to use the PathOs management tool. The afternoon was spent placing tasks in the assigned tracks in PathOs, caring for customers, retrieving and disposing of information from PathOs, and much more.

Juneau has worked really hard in preparing for their implementation date which as positioned them to be successful! They have two phone numbers for customers to call, worked diligently on their Readiness Task List, completed staffing plans to cover the three customer access points into DPA, buddy systems were in place, completed weekly calls with C!A, identified mail blitz times, conducted same day interviewing/service, considered office layout and workstation positioning, chose which staff and managers to begin in which process teams, completed full training of staff, etc.

Business Process Redesign Update

Submitted by Clay Butcher on April 13, 2016 - 11:01am

What's happenin'

As we begin exciting changes by implementing BPR in the Ketchikan and Juneau offices, we wanted to remind staff of some changes that will be heading your way based upon the BPR Recommendations made by the Statewide Planning Team!

Previously known as “FCR”, the Statewide Planning team passionately discussed, redefined, and renamed as One and Done.

Business Process Redesign Update

Submitted by Clay Butcher on April 8, 2016 - 2:20pm

Holly Cow, Batman! Ketchikan is rolling!

Ketchikan implemented Business Process Redesign this week and the results have been VERY IMPRESSIVE! Ketchikan completed their dry run on Monday and it generally consisted of:

1. The first hour of the day (8-9) was spent on quick tasks that allowed staff to register applications, direct their phone lines to voice mail and changed their messages to identify the phone was going to the main line, and other tasks.

2. Having 1 support staff in the lobby from 8 to noon so clients could drop off information and allowing phone calls to go directly to voicemail.