BPR implementation update for 8 offices!

Submitted by Clay Butcher on July 21, 2016 - 3:43pm

The Division has implemented BPR in 8 offices (Ketchikan,
Juneau, Muldoon, Sitka, Wasilla, Kenai, Homer and Fairbanks)!

Fairbanks implemented last week (July 11th) and
—they did a remarkable job!  Great work on the part of the eligibility
staff to work the new processes.

As a reminder, all locations have different staff numbers,
as well as various levels of experienced and tenured staff, so comparing
location to location is inappropriate, other than with completion rates. 
Completion rates are important so we take care of our customers on first
contact (One and Done)!

On the topic of completion rates, the Change and Innovation
Agency
(C!A) has informed us that: Alaska sets the bar in
completion rates!
 To prove it, by C!A standards anything
above 75% is considered/defined as excellent, and every location in Alaska is
exceeding all expectations! Remember, completions are the single most important
element in our work that eliminates unnecessary client contact.

We would also like to point out the 968 Cleared Cases—these
are tasks associated (bundled) with a case claimed by a worker. This is an
indication of older backlog work being processed IN ADDITION TO the claimed
work! Well done DPA!  This immediate, raw data is important because it
allows the Division to capture the actual work being done at any given moment
instead of waiting until the end of the month to pull a report.

Please note that Gambell, Coastal Field Offices,  LTC,
Bethel and Nome have yet to roll out into the BPR model, so production numbers
are not available for these sites. Lastly, Homer and Sitka are added into the
Ketchikan and Kenai numbers.

Excellent work!

Here is DPA Office Eligibility Production Summary July 11
through July 15:

Site

Lobby Cases

Lobby Completion

Non Lobby + Phone Cases

Non Lobby + Phone Completion

Total Cases Worked

Total Completion

Cleared Cases

Total Cases

Fairbanks

157

89%

380

85%

537

86%

84

621

Juneau

69

94%

87

91%

156

92%

91

247

Ketchikan

54

80%

163

87%

217

85%

186

403

Muldoon

168

86%

178

84%

346

85%

105

451

Kenai

89

88%

316

85%

405

85%

204

609

Wasilla

180

81%

392

85%

572

84%

298

870

Total BPR

717

 

1516

 

2233

 

968

3201

Sincerely,

Tammie and Aimee

P.S.- continue to check the DPA internal web for BPR updates
(instead of emails from us) so the information is in one location.