Title of Project (Limited to 50 characters, including spaces): NAME OF PROJECT: INTERACTIVE VOICE RESPONSE (IVR) EXPANSION

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1 Date of Implementation/Adoption: June 2010 Project Status: X Ongoing One-time only Did you submit this project before? Yes X No Executive Summary: Describe the project in 15 lines or less using 12 point font. Summarize the problem, solution, and benefits of the project in a clear and direct manner The Department's telephony systems have not been compatible with the Department's need to track telephone volume and activity and to provide participants with easy access to quality services. On January 29, 2008, the self-service component of the Interactive Voice Response (IVR) system was implemented to enable participants to retrieve case-specific information without speaking to a live Customer Service Agent. In June 2010, the Department expanded the IVR functionality to service those districts that are not part of the current Customer Service Center (CSC) operation. The selfservice automated IVR system is available 7 days a week, 24 hours a day. The system allows participants to securely access case information such as case status, benefit amount, quarterly reporting status, and case worker information. The IVR is set up to provide participants of supported offices (IVR districts) and offices not currently supported (non IVR districts) by the Customer Service Center with the ability to access general program information and case specific information. (1) ANNUAL COST AVOIDANCE $ 1,800,000 (2) ANNUAL COST SAVINGS $ 0 (3) ANNUAL REVENUE SUBMITTING DEPARTMENT NAME AND COMPLETE ADDRESS (INCLUDE TELEPHONE AND FAX NUMBER) Department of Public Social Services Crossroads Parkway South City of Industry, California Telephone (562) Fax (562) PROGRAM MANAGER S NAME $ 0 (1) + (2) + (3) TOTAL BENEFIT $ 1,800,000 SERVICE ENHANCEMENT PROJECT x Narinder Kumar (562) PRODUCTIVITY MANAGER S NAME AND SIGNATURE Lawrence Oghenekohwo DATE SIGNED (626) DEPARTMENT HEAD S NAME AND SIGNATURE Philip L. Browning DATE SIGNED (562) PAGE 1

2 Fact Sheet limited to 3 pages only: Describe the Challenge, Solution, and Benefits of the project, written in plain language. Include a discussion of the technology, links to the County Strategic Plan. The description should identify Performance Measures. CHALLENGE (suggest ½ to one page) Historically, the Department's telephony systems have not been compatible with the Department's need to track telephone volume and activity and to provide participants with easy access to quality services. Departmental studies suggest that only a small percentage of the call volume to a district office successfully reached the caller's intended target. In addition, the recent increases in caseloads have not been met with reciprocal increases in staff, leading to a breakdown in communication. This breakdown in communication, along with the absence of monitoring and reporting mechanisms, has resulted in increased district traffic, a rise in Board of Supervisors complaints, an increase in the case error rate, and an overall negative impact on the health and well being of our participants. In line with the Department s strategic plan of providing service excellence, a need for a system that would address the challenges was started. After years of research and review of other systems, the Department invested in a state of the art solution that would address the challenges that it was facing. SOLUTION (suggest ½ to one page) The Department, in collaboration with the County s Internal Services Department, and efforts between its own Bureau of Contract and Technical Services and the Bureau of Special Operations, implemented the Interactive Voice Response (IVR) system to address the existing staffing and communication challenges. The implementation of this system will address the County's stated goal of Service Excellence. The self service portion of the IVR provides participant s with case specific information 24/7, including: general case information benefit amounts case status case worker contact information All IVR participants are provided with a customer number and a personal identification number that allows them to access case specific information. Only those participants belonging to a Customer Service Center supported district will have the option to speak PAGE 2

3 SOLUTION (Continued) to an Eligibility Worker. This will change as the Customer Service Center expands and non IVR districts are phased in. BENEFITS (suggest 1 to 2 pages) The IVR provides the public with easy access to quality information and services that are accurate, timely, beneficial and responsive. The IVR uses state of the art technology that allows: Single point of contact. Calls to be tracked and handled appropriately. Timely and accurate responses. Priority handling of emergencies. Greater accountability for case actions. Expanded access to resource information. Accurate and uniform information. Skill-Based Routing. Enhanced Computer Telephony Integration (CTI). Automated Call Distribution (ACD). Text to Speech (TTS). Automated Speech Recognition (ASR). PAGE 3

4 Cost Avoidance, Cost Savings, and Revenue Generated (Estimated Benefit): Use this form and provide details on the estimated/actual benefits. As a suggestion, work with your fiscal staff. Cost Avoidance: Anticipated costs that are eliminated or not incurred as a result of program outcomes. Cost Savings: A reduction or lessening of expenditures as a result of program outcomes. Revenue: Increases in existing revenue streams or new revenue sources to the County as a result of program outcomes. (1) ANNUAL COST AVOIDANCE $1,800,000 $ (2) ANNUAL COST SAVINGS $ (3) ANNUAL REVENUE (1) + (2) + (3) TOTAL BENEFIT $1,800,000 SERVICE ENHANCEMENT PROJECT 200,000 calls x 2 minutes = 400,000 minutes / 60 minutes = hours hours x $22.75 EW Salary used = $151,667/month $151,667/month x 12 months = $1,820,000 Rounded off to $1,800,000 PAGE 4

5 FOR COLLABORATING DEPARTMENTS ONLY (for single department submissions, do not include this page) DEPARTMENT NO. 2 NAME AND COMPLETE ADDRESS DEPARTMENT NO. 3 NAME AND COMPLETE ADDRESS DEPARTMENT NO. 4 NAME AND COMPLETE ADDRESS DEPARTMENT NO. 5 NAME AND COMPLETE ADDRESS DEPARTMENT NO. 6 NAME AND COMPLETE ADDRESS PAGE 5