Using Technology to Improve Social Service Delivery The New York City Experience May 28, 2014 Linda Gibbs - Bloomberg Associates
Problem: Effective coordination of client services is hampered by siloed agency data and management systems 2
Solution: 1. Connect multiple, disparate data systems to rationalize fractured client demographic and engagement data HHS Connect 2. Replace idiosyncratic agency procurement systems with a master service contract shared by all public agencies HHS Accelerator 3
HHS-Connect Federated IT data system Multiple Access Channels Online Search & Application Tools Client Information Record Single, Consolidated View of Information Ability to Manage information Client Provider Cross-Program Data Resource Optimization Holistic View of Client information Electronic Case Files & Automated Forms Worker Agency Holistic View of Client information Electronic Case Files & Automated Forms Collaborative Case management Cross-Agency Data Resource Optimization Employee Retention 4
ACCESS NYC: Over 3.6 Million Visits and 1 Million+ Accounts Created ACCESS NYC allows New Yorkers to screen for eligibility for over 30 City, State, and Federal benefit programs. Residents can learn how to apply, print out application forms, and determine agency locations where they can go to apply. ACCESS NYC is available in seven different languages and is fully integrated with 311 and nyc.gov. ACCESS NYC can be accessed over the internet and surveys have shown that residents use it at home, libraries, community based organizations and several agency locations. ACCESS NYC provides online applications for School Meals, Medicaid renewals, rent increase exemption programs (SCRIE and DRIE), and Supplemental Nutrition Assistance Program (SNAP). It is the foundation for HRA s virtual office reengineering.
Worker Connect full knowledge of client and household status Worker Connect Agency Data Source Systems HRA NYCHA DHS ACS DOF HRA Doc Mgmt Locate Verify Child Parent Relative Noncustodial parent Household composition Address Enrollment/ Benefit status Income Identity Confirm a child s whereabouts (esp. nonschool age children) Locate parents for Newborn Home Visiting Program (NHVP) Potential placement for child Potential diversion from homeless shelter Initiate child support proceedings and/or enforcement Identify potential caregivers /services (e.g., for children, physically disabled) Identify additional atrisk children Investigate reports of child abuse or neglect Track location of probationers Determine services client is eligible to receive (e.g., confirm child care enrollment, medical assistance) Verify Medicaid eligibility for HHC reimbursement Verify for SCRIE and HEAP eligibility Accessing documents verifying identity will facilitate applying for benefits and services 6
HHS Accelerator - Improving NFP Business Processes 220 programs across 11 Mayoral Agencies 1 HRA HPD DFTA CJC Average of over 15 months from issuance of RFP to contract registration DYCD DHMH DJJ 1 SBS Decentralized, non-standard development of procurements, reimbursement rates, and service area framework ACS DHS DOP DOC Low capacity for cross-agency coordination, performance assessment and consistent rate payment Housing Support Child Care Transportation Group Homes Behavioral Health After School Programs Shelter Services Primary Care Employment Family Support 1 DJJ has subsequently merged with ACS 7
HHS Accelerator Centralized Team within the Mayor s Office Procurement Method System A centralized team of staff in the areas of Procurement, Financial Management, Technology, Data and Analytics responsible for the management and oversight of human services procurement. City rule change sets out how client services are procured by NYC and establishes the authority of the HHS Accelerator Director. A document vault; client services taxonomy; prequalification application; procurement management; budget, invoice, and payment management; all major components of the system that facilitates our work. 8
HHS Accelerator System Overview: Solution Architecture HHS Accelerator Providers/Vendors HHS Agencies UI Portal Application, Browser-based Document Vault Vendor Profile Document Storage Document Sharing RFP Management Procurement Roadmap Proposal Submission Evaluation, Scoring HS Taxonomy Activities, Functions Geography Languages Basis of Prequal Financials Agency Config Contract Budgets Invoice, Payment Budget Modification Prequalification Business Application Service Application Regulatory Compliance alerts Interfaces FMS Agency CM Systems APT Application Core Business Functionality Accelerator Database CPR Data repositories and sources FMS and APT outbound files Data & Reporting Current HHS Accelerator Solution 9
Key Lessons Shared vision and mission common goals that bind Executive Steering Committee maintain shared commitment Able and trusted staff Technology Program & policy Legal City management Phased implementation, foundation building 10