Babs Roberts, Director Community Services Division Washington State - - PowerPoint PPT Presentation

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Babs Roberts, Director Community Services Division Washington State - - PowerPoint PPT Presentation

Nov 19, 2023 259 likes •440 views

CSD Shared Workload Project: Improving Customer Access Babs Roberts, Director Community Services Division Washington State Department of Social & Health Services Background - 2012 Already implemented core business process redesign:

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CSD Shared Workload Project: Improving Customer Access

Babs Roberts, Director Community Services Division Washington State Department of Social & Health Services

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Background - 2012

  • Already implemented core business process

redesign:

  • Same day interviews
  • Streamlined verifications
  • Statewide call center with one toll-free

number

  • Implemented workflow management system to

leverage statewide capacity for back-office work – “DMSQ”

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Background

  • But…. We weren’t quite there yet
  • Performance issues
  • Customer access to the call center
  • Backlogged work
  • Still had silos of work
  • Many hand-offs remained between the local
  • ffices and the call center
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The Vision

  • “One CSD”
  • How do we better share our workload to be

more efficient and provide better customer service?

  • Redefine first contact resolution leveraging staff

workgroups and IBM consultant feedback on process

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The Process

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The Model

  • Point of contact service delivery—First

Contact Resolution.

  • Equal and consistent services between

phones and lobbies.

  • Front-end services priority and shared

back-office by capacity.

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  • Simplified menu structure.
  • Automated call routing.
  • Navigator concept - triage.
  • Queues mirror the lobby waiter pools.

The Model

Call Flow

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The Model

Call Flow

1-800 Callers enters CLID or SSN Automated swim lane assignment based on case characteristics Telephone live navigator WCCC Review Team Green Apps Gray Red WorkFirst Questions Social Worker Questions

Telephone splits (via live transfer) Local CSO lobby pools (via callback tickle)

Unknown Unknown

CSD Call Flow

Answer Phone Question not answered Menu prompt for childcare

  • nly

Yes No

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  • Current queues (pools) maintained.
  • Standardized routing of work to queues
  • Queues and routing mirror call center flow

for eligibility work

The Model

Lobby Flow

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  • Majority of back office work pooled at state

level, with limited exceptions

  • Prioritized by Workload Prioritization Team.
  • Statewide DMS Queue mission (tool that assigns

work based on next available person).

  • Contribution to back-office based on capacity.

The Model

Back-office work

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SLIDE 11
  • Project managed through Process

Improvement Operations Committee.

  • The teams
  • Workload Prioritization Team
  • Technology
  • Procedures
  • Accountability
  • Call center

Implementation

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  • Staff messaging throughout project
  • Staff ‘roadshows’ in spring 2013
  • July 17, 2013 go-live
  • Many adjustments made July – October

2013

  • System began to stabilize November 2013

Implementation

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  • Call data
  • Lobby data
  • Backlog data

The Results

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0% 10% 20% 30% 40% 50% 60% 70% 20000 40000 60000 80000 100000 120000 140000 160000 180000 1/1/2013 2/1/2013 3/1/2013 4/1/2013 5/1/2013 6/1/2013

Pre-Shared Workload Call Volume and Disconnect Rate for Primary Queues

Call Volume - ER Team Call Volume - Purple Childcare Call Volume - Triage Team % Disconnected Calls - ER Team % Disconnected Calls - Purple Childcare % Disconnected Calls - Triage Team

The Results

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The Results

0% 10% 20% 30% 40% 50% 60% 70% 80% 50000 100000 150000 200000 250000 300000 Aug-13 Sep-13 Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14

Post-Shared Workload Call Volume and Disconnect Rate for Primary Queues

Call Volume - Blue ER Call Volume - Green App Call Volume - Grey Changes Call Volume - Purple Childcare Call Volume - Yellow Navigator % Disconnected Calls - Blue ER % Disconnected Calls - Green App % Disconnected Calls - Grey Changes % Disconnected Calls - Purple Childcare % Disconnected Calls - Yellow Navigator

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5 10 15 20 25 20000 40000 60000 80000 100000 120000 140000 160000 3/1/2013 3/12/2013 3/22/2013 4/2/2013 4/11/2013 4/22/2013 5/1/2013 5/10/2013 5/21/2013 5/31/2013 6/11/2013 6/20/2013 7/1/2013 7/11/2013 7/22/2013 7/31/2013 8/9/2013 8/20/2013 8/29/2013 9/10/2013 9/19/2013 9/30/2013 10/9/2013 10/18/2013 10/29/2013 11/7/2013 11/19/2013 12/2/2013 12/11/2013 12/20/2013 1/2/2014 1/13/2014 1/23/2014 2/4/2014 2/13/2014 2/24/2014 3/5/2014 3/14/2014 3/25/2014

Back-Office Volume and Average Ready Days

Sum of Cases ARD

Begin Shared Workload

The Results

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10 20 30 40 50 60 70 10000 20000 30000 40000 50000 60000 Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar 2013 2014

Monthly Volume and Wait Time by Interview Track

Total BlU Total Red Total GRN Average BLU Wait Average RED Wait Average GRN Wait

The Results