BPR Update for June 20th!

Submitted by Clay Butcher on June 20, 2016 - 8:53am

What’s Happenin’:
We have four offices who have implemented BPR and the approved/denied numbers are very impressive! For staff who haven’t been through the process yet, approved/denied % is a direct reflection of One & Done, the primary method of reducing multiple/duplicate client contact on the phone and in the lobby. This process is working and it is wonderful to be able to see the data that confirms how efficient the division is becoming! Thank you!

Please resist the temptation to compare offices and the number of cases worked. All offices have different staff numbers and many have recently returned from new program training. Each office is unique, but the core BPR principles apply to all. You are encouraged to keep an eye on the number of cases completed; approved/denied are considered completed, while pended require additional work when the verifications are returned. We need to focus on keeping the pended number low and hold true to the One and Done concept whenever possible.

The total number of cases worked will increase dramatically when the entire division is working in PathOs, the staff get used to the management tool and offices better understand how to define the work and set daily goals for teams.

Of special note is the SNAP backlog report from last week shows an 11.8% reduction over the previous week. The data also shows that our SNAP application timeliness for approved applications has improved 2% over April. These are the numbers we want to see and the only change we have made is BPR. We have four offices who have implemented and four offices preparing for implementation. Hang in there, we appear to be in a slack tide with it shifting in our favor (sorry- it is fishing season, what can we say?!) - NICE WORK!

PathOs is showing the following data:

Wasilla

June
7-16

Cases
worked

approved/denied

pended

transaction
time

cases
cleared

Lobby

302

237
(78%)

65
(22%)

55
minutes

1

Non-lobby

1021

831
(81%)

190
(19%)

52
minutes

361

 

Muldoon

May
23 to  June 16

Cases
worked

approved/denied

pended

transaction
time

cases
cleared

Lobby

548

471
(86%)

77
(14%)

49
minutes

1

Non-lobby

608

481
(79%)

127
(21%)

39
minutes

182

 

Juneau

April
19 to June 16

Cases
worked

approved/denied

pended

transaction
time

cases
cleared

Lobby

612

532
(87%)

80
(13%)

42
minutes

30

Non-lobby

1201

1038
(86%)

163
(14%)

33
minutes

808

 

Ketchikan

April
4 to June 16

Cases
worked

approved/denied

pended

transaction
time

cases
cleared

Lobby

587

514
(88%)

73
(12%)

54
minutes

4

Non-lobby

2769

2380
(86%)

389
(14%)

42
minutes

1357

What’s coming:
Kenai will be implementing BPR on Monday June 20th! Monday morning will begin with the staff going over the HowWe guide and understanding PathOs. They are preparing for a soft implementation in the afternoon. As a reminder, this is another office where the phones will be going directly to voicemail and the messages will be retrieved and placed in PathOs for a return call.

Fairbanks is preparing of a July implementation, with Gambell and Coastal following in August.

Humbled by your awesomeness,
Tammie and Aimee