Georgia Department of Human Services (DHS) Document Imaging System NASCIO Recognition Award Nomination

Transcription

1 Georgia Department of Human Services (DHS) Document Imaging System 2012 NASCIO Recognition Award Nomination Submitting Agency: Georgia Department of Human Services, Office of Information Technology Nomination Category: Data, Information & Knowledge Management Contact: Oscar Galindo, Senior Project Manager State: Georgia Project Initiation Date: August 2010 Project Completion Date: November 2011

2 EXECUTIVE SUMMARY The increased demand for human services, shrinking budget and a reduced workforce required the Georgia Department of Human Services (DHS) to rethink how to efficiently deliver and administer services to its customers. About the Situation: DHS resources are challenged by the growing number of people accessing services and the subsequent increasing volume of incoming customer documentation. Due to the growing demand for services, a continuous processing backlog was the norm. At the same time, there was a dire need to reduce office traffic and allow workers to focus on delivering customer service rather than processing paperwork. The outlying county health service offices were also experiencing a growing shortage of storage space for their customer records. In addition to facing challenges associated with a growing demand for services, DHS set a goal to ease the paperwork and administrative burden associated with child support, child welfare, Medicaid, Food Stamps and other human services programs. Innovative Solution: DHS created the Document Imaging System (DIS) to meet these customer and organizational needs. The overarching goal of the DIS is to get services to citizens more efficiently, while providing an easy interface for users and promoting collaboration among human services programs. The purpose of the DIS is to provide DHS with a robust Enterprise Content Management Architecture to store documents electronically and provide Georgians a self-service capability to scan and/or upload the necessary documentation when applying for human services programs. The following benefits were realized: As a single repository for recipient data, the system allows citizens the flexibility and freedom to access services without duplicating efforts. Citizens can easily submit forms online, or from one of the many kiosk-based scan stations, into one centralized repository, reducing wait time and frustration. Eligibility determination processes are streamlined and expedited. Greater coordination and better integration exists among human services programs. Health services programs can handle more caseloads with the same or even reduced staff. Through the use of the DHS DIS, there has already been a financial benefit due to a streamlined quality control and quality assurance process where reviewers are now able to quickly find documents electronically and the county offices no longer need to spend hundreds of hours pulling files. 1

3 DESCRIPTION The DHS Document Imaging System (DIS) uses the Oracle platform for document capture, content management, database and reporting. DIS is currently the repository for six human services programs: Food Stamps, Medicaid, Temporary Assistance for Needy Families (TANF), Child Care, Child Support and Child Welfare. Internally, DIS was built with scalability in mind to allow additional human services programs to access the DIS repository, as well as to add their own documents to the repository. The system is extensible and is integrated to multiple state databases, including SUCCESS, $TARS, COMPASS, CSPP and SHINES. For workers, Universal Content Management (UCM) allows for convenient filtration and viewing of up to 100 entries at a time. The system reduces storage and allows for improved security, disaster recovery, no lost files and improved regulatory compliance. With UCM, workers can utilize time more efficiently. Two main components comprise this system: Enterprise Service-Oriented Architecture (SOA) based content management system offers a cross-platform repository for content. Using kiosks and local scanning allows DHS to manage work and distribute it to where it can best be completed. The kiosk approach is the nation s first major deployment of this type of lobby management. For customers, the web services integration layer enables them to easily navigate the document scanning and/or upload process by using look-up tables and real-time service calls to state systems. To further ease the documentation processes, 75 kiosks have been installed in county office lobbies. SIGNIFICANCE DHS experiences high traffic in its offices and a high volume of incoming customer documentation. There was a continuous processing backlog and a dire need to minimize office traffic and allow workers to focus on delivering customer service rather than processing paperwork. Also, the outlying county health service offices were facing a worsening shortage of storage space for their customer records. In the future, UCM will allow migration to shared service among a variety of systems and agencies. Shared system benefits will include single lower cost investment, enterprise ECM standards, a hosted environment, a common and customizable set of business processes and electronic discovery. The system will be flexible, scalable and adaptable. 2

4 BENEFITS The goal of the DIS is to get services into the hands of citizens more efficiently, while providing an easy interface for users and promoting collaboration among human services programs. As a single repository for recipient data, the system allows citizens the flexibility and freedom to access services without duplicating efforts. They can easily submit forms online, or from one of the many kiosk-based scan stations, into one centralized repository, reducing wait time and frustration. The DIS also streamlines and expedites eligibility determination processes. The system comprises one common set of data, reducing redundancy in storage, and expedites the process to approve or deny applications. Furthermore, the DIS is a step toward better integrating human services programs. With the system, programs can handle more caseloads with the same, or even reduced staff. Lastly, with documents online, DHS will save thousands of dollars in the quality control/quality assurance process, because reviewers will now be able to quickly find documents electronically, and the county offices will no longer need to spend hundreds of hours pulling files. Below is a breakdown of the benefits of DIS for customers and state workers. Customers Submit documents from home and avoid standing in long lines Quicker turnaround of applications State workers Automated workflow improving operations Better organization of records Easier/faster retrieval of documents Sharing of eligibility documents with other DHS divisions Document Imaging System COUNTY OFFICES IMPROVEMENTS Customers Submit documents from home and avoids standing in long lines. Quicker turn around of their applications Kiosk Documents Proof of Eligibility DIS APPLICATION RENEWAL State workers Automated workflow improving operations Better organization of records Easier/faster retrieval of documents Sharing of eligibility documents with other DHS divisions Scan Station Client Records JOE CITIZEN Case Worker Portal Report 3

5 DIS offers other specific benefits as well, including: A way for customers to submit their eligibility documents at a self-service kiosk or online via a portal interface An easy to use step-by-step, browser-based, user-interface with minimal data entry Multilingual information (English and Spanish) Easy-to-understand, third grade reading level instructions, based on the Flesch Kincaid scale Multiple methods to capture and index documents at a case level, a head-ofhousehold level or individual level The ability to easily transfer case files between case managers or from county to county The following benefits were realized: As a single repository for recipient data, the system allows citizens the flexibility and freedom to access services without duplicating efforts. Citizens can easily submit forms online, or from one of the many kiosk-based scan stations, into one centralized repository, reducing wait time and frustration. Eligibility determination processes are streamlined and expedited. Greater coordination and better integration exists among human services programs. Health services programs can handle more caseloads with the same or even reduced staff. The system has already created significant savings thanks to a streamlined quality control and quality assurance process where reviewers are now able to quickly find documents electronically and the county offices no longer need to spend hundreds of hours pulling files. 4