20 new Field Services positions and
8 Long-Term Nonpermanent Office Assistant (OA) Positions for Field support

When developing the budget for this fiscal year, we requested 41 positions so we could address the backlog and maintain same day service even with the increased caseloads. We were granted 20 positions with funding for 3 years. When we approach the end of the 3 year funding term, we will assess if the positions are still needed and request continued funding if warranted or determine which positions can remain vacant. (more)

Last week we continued the transition of offices to statewide non-lobby work! Southeast Region (Ketchikan, Juneau, Bethel and Sitka) has joined with our Northern and MatSu Regions (Wasilla, Kenai, Fairbanks and Nome offices = WKFN).

What this means:
Just like Northern Region did, Southeast Region began with a clean slate on July 23rd, began sharing non-lobby work, and processing all incoming work the same day. Yes, we are adding more to the backlog in a bundle--However, recent backlog is completed more timely by the unacted report clean up team and by following BPR principles, One and Done as staff are working everything associated with a client with minimal touches. (more)

The Backlog initiative is a quick – at a glance – document indicating the amount of incoming work and what our Field Staff were able to complete per region (please see attached).

FABULOUS JOB keeping the completion rate higher than 80%- WOW! This means that we are completing what we started 80% of the time and our customers are taken care of quickly. Additionally, the average transaction time 47 minutes- NICE! As a reminder to the Field Services Team and keeping with the BPR principles, just because the average transaction time is 47 minutes, we shouldn’t be setting an expectation to complete a specific number of actions per day. As we all know, every case is different and it depends upon what track staff are working in. For example, staff working in the Green track can’t be compared to those working in the Yellow track in terms of number of items completed. The daily numbers worked at the individual level will vary based upon the track they are working and if they have easy, difficult, or typical cases. The key here is to shorten what we have control over, our gap times, and take the steps to complete our cases so determinations are made for our customers. As Change and Innovation Agency has stated many times, we can’t complete our work faster without compromising our quality- and both are important, so we focus on what we can control by challenging our expectations of what we think we can complete in a day. Thank you for sticking with the process and assisting our customers!

Sincerely,
Tammie and Aimee

March 2018 DPA Backlog Initiative Data

As we continue with the Backlog initiative, we wanted to inform DPA that the Northern Region (Fairbanks and Nome offices) will be joining with our MatSu Region (Wasilla and Kenai offices) on March 19th 2018.

What this means:

Northern Region will begin, effective March 19, 2018, with a clean slate, share non-lobby work, and process all incoming work the same day.

Preparation...

The Division will be providing monthly data on how we are doing with our Backlog initiative. By clicking on the following link, you will be able to see data on the incoming work (cases added), the number of items we cleared, pended, approved/denied, and no-contacted monthly. These numbers are in constant flux so providing monthly data will be important to you. Please remember that the “waiting to be worked” is not “cases” but items to be worked in PathOs which may include duplicates.

The Division will be providing monthly data on how we are doing with our Backlog initiative. By clicking on the following link, you will be able to see data on the incoming work (cases added), the number of items we cleared, pended, approved/denied, and no-contacted monthly. These numbers are in constant flux so providing monthly data will be important to you. Please remember that the “waiting to be worked” is not “cases” but items to be worked in PathOs which may include duplicates.

Greetings everyone!

Many things are happening in the world around us. Recently, we’ve seen disasters and tragedies, and with them we’ve seen the people willing to help others. All of these things affect our work and our personal life. During these stressful times, we should always be aware of the things in our lives that are causes for celebration. Things like your child’s first day of school, your spouse or partner’s hugs or kind words, or maybe a snuggle from your pet. These are just a few of the things that can make our life special; don’t overlook them.

The Division of Public Assistance staff continue to embrace the principles of Business Process Redesign (BPR) by effectively and successfully following the principles!

What’s Happenin’ with Statewide BPR efforts?

Your daily efforts are directly impacting our Customer Interactions with every client you see! By taking care of the customers entering DPA through the various access points (lobby, mail, and fax) with one touch resolution, this reduces multiple customer contacts. Approximately 8 out of 10 (80%) customers receive a decision to their eligibility of benefits during the first contact with us. Remember, this is the most effective strategy to eliminate unnecessary touches and repeat client contacts to address customer needs at the onset of the request whenever possible. Keep up the great work of approving/denying eligibility during our first contact!

Greetings everyone!

Although we have been remiss with communicating what’s happenin’, there has been a lot of action within DPA!

What’s Happenin’ you ask? Well, the MatSu Region is rockin’ it! They have reached a point where they are able to staff their PathOS work effectively and efficiently AND they have staff “left over”. This means they are able to work what is coming in daily for the MatSu region and they are, dare we say, looking for work... Therefore, the managers are assigning some staff to work the Backlog Domain to assist with clearing the backlog. The managers are primarily monitoring the incoming MatSu work daily and adjusting where they deem necessary. YAY!

We wanted to provide an update to you pertaining to the Virtual Contact Center (VCC).

What is it?
The Virtual Contact Center (VCC) will allow customers to contact the Division in various ways and our staff will be located throughout the state (not like a call center where staff are in one location). The access point that we will initially focus on is phone calls. This VCC product is currently being used by other Departments and Divisions throughout the State of Alaska. Therefore, it is a familiar product and will be fully supported by IT and the State Enterprise Technology Section as we grow with the use of the VCC. Read more.