Business Process Redesign Update

Hello, everyone!

We wanted to provide you with a recap of BPR and the
tentative schedule as we move towards specific site implementation.

What's Happenin'
We just wanted to take a moment to reiterate what the BPR Statewide Planning
team recommended for DPA implementation (complete list to follow in a future
update).  They recommended a process management model that frees up
capacity and continues to improve quality by streamlining the eligibility
processes. This approach will significantly increase the quality and
performance of the business processes to allow DPA to be even more timely,
accurate, and efficient in delivering program services and benefits of Alaska.

In brief, the new service delivery model emphasizes:
1. One and Done: few appointments made and flexible appointment notices
distributed to customers;

2. Triage of work load based upon program and process
complexity;

3. Same-day service in lobby and phone access points;

4. Working one case at a time to completion without
interruption;

5. Managing with real-time data;

6. Focus on reducing pend rates, and increasing case
completions;

7. Eliminating unnecessary customer contact;

8. Consistent eligibility practices statewide. 

The most effective strategy is
to eliminate unnecessary and repeat customer interactions as a
way to increase capacity.  As we all know, the longer cases remain
unfinished in the system, the more visits and phone calls DPA offices receive
from customers inquiring about their benefits (where's my stuff?).

We heard you!  The staff have
repeatedly stated and the Statewide Planning Team confirmed the need to have
staff trained in all programs and both systems. We have developed a plan to get
all staff trained (see table below). Currently we have trainers
in Ketchikan to train the staff who are currently working all CORE programs/EIS
in MAGI/ARIES and vice versa. Here is what the Ketchikan staff have said:

"Although the staff are intelligent and dedicated
group, over the past several years we have lost a good bit of momentum.
 All of the changes have left us feeling disheartened to say the least.
For the first time in a good long while I am seeing staff excited about being
here and learning.  There are still challenges (of course), but with the
knowledge we've been receiving comes the power to be encouraged".

" I have had a really positive experience so far. It
has been incredibly helpful to have a trainer here helping work applications in
the real world. I have learned a lot since I was last trained in ARIES. There
have been a lot of changes and Lisa has been able to explain them in an
understandable way. It is harder to read all the updates etc. and really
understand what they are talking about. This refresher will help me a lot and
be less intimidated to work in Aries.”

“I think the training we
have gotten has been good and without it we would definitely be lost. I think
the thing that sticks out for me after getting this training is instead of
figuring out how to do something the correct way everyone has had free reign to
manipulate things and make them work however they can which in the end causes
problems when you have a report or change or redetermination to do, you may
have gotten it to wrap up the first time for you but you just created a huge
headache for anyone that has to come behind you and work in that case.”

What’s coming:

A plan is in place for staff to
be taught tips and tricks, the other programs and system, and to practice what
they are taught. Juneau will be in site planning sessions next week, March
15-17. Please see tentative list below for training, specific site planning,
PathOs training, and Go-Live dates for the offices- again this is very close to
being finalized, but there may be a few changes here and there as we continue
through this process.

Muldoon- as soon as we nail down this information, we will
send it out.

MAGI/ARIES training in Anchorage- already in process:
March 7-18

CORE training in Anchorage for anyone in the Anchorage
area (Exceptions discuss with Tammie for approval): April 4-22

CORE Training (all programs and both systems EIS/ARIES) in
Anchorage June 13-July 1st

In closing, we want to thank you for keeping the excitement
going!  More to come on what is involved with a site planning session,
PathOs training, and implementation!

Tammie and Aimee