The Next Steps Local Business Process Improvement after Statewide - - PowerPoint PPT Presentation

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The Next Steps Local Business Process Improvement after Statewide - - PowerPoint PPT Presentation

Jan 21, 2023 176 likes •642 views

The Next Steps Local Business Process Improvement after Statewide Systems Implementations or Enhancements Carla Smith, Crawford County, PA Gertrude L. ( Midge ) Holland, Esq. Delaware Division of Child Support Enforcement Mike Cianfichi, Bucks

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 Hershey Lodge ▪ Hershey, Pennsylvania

The Next Steps

Carla Smith, Crawford County, PA Gertrude L. ( Midge ) Holland, Esq. Delaware Division of Child Support Enforcement Mike Cianfichi, Bucks County PACSES Administrator/Training Supervisor

Local Business Process Improvement after Statewide Systems Implementations or Enhancements

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 Hershey Lodge ▪ Hershey, Pennsylvania

The Next Steps

Carla Smith, Crawford County, PA

Local Business Process Improvement after Statewide Systems Implementations or Enhancements

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Crawford County, PA

Located in NW PA, Crawford County borders both Trumbull and Ashtabula Counties in OH 2,266 cases in Crawford County 418,860 cases in PA

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Building Blocks

PA C hild S upport E nforcement S ystem P erformance I mprovement M odule P ayment S core C alculator 1998 2009 2011

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

PIM – Prioritize & Filter

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

PIM - Less is More

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

PIM – Management Advantages

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

PSC

Proactive approach to case management Effective business process for

  • btaining consistent payments

Probability of payment-Predictive Modeling Improved efficiency

Right Services Right People

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Step 1

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Step 2

Enforcement Conference Phone Call PSC 1 95.91% 74.98% PSC 2 88.79% 111.49% PSC 3 102.20% 101.13% PSC 4 99.68% 95.48%

Current Support Collected Percentages

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Step 3

PROJECT RESULTS

% Current Start MTD % Current End MTD Change % MTD % Current Start FYTD % Current End FYTD Change % FYTD Arrears Pd Start Arrears Pd End

PSC 1

62% 89% 27 73% 79% 6 52 75

PSC 2

81% 91% 10 82% 85% 3 61 84

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

What’s Next?

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 Hershey Lodge ▪ Hershey, Pennsylvania

Next Steps: Maximizing DECSS Effectiveness to Improve Agency Performance

Gertrude L. ( Midge ) Holland, Esq. Delaware Division of Child Support Enforcement

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Background

 Beginning in 2007 , Delaware entered into a multi-year planning and implementation process to replace an information system that was over 25 years old.  A certified transfer system was selected and a decision was made to minimize customization costs by changing our business processes to match the transfer system functionality wherever feasible.

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Background, countinued

To facilitate the transition, a comprehensive business process reengineering study was completed which compared the transfer functionality to the current Delaware business processes. The BPR results were used to inform the requirements validation effort during system design.

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Background, countinued

The new system went live on October 1, 2013 and the warranty period ended on September 30, 2014. The system was functioning primarily as designed, But…..

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

The Problem

Our self – assessment was not quite what we had expected. The Business Intelligence information the system provides was not yet being used to manage performance expectations. There were unforeseen “gaps” between system functionality and business processes which seemed to be affecting performance.

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

The Problem

Criterion (Universe) Cases Where Required Activity Occurred or Should Have Occurred Cases Where Required Activity Occurred within Timeframe Efficiency Rate 10/1/2013- 9/30/14 Federal Minimum Standard Previous Year’s Efficiency Rate Case Closure 50 27 54% 90% 100% Establishment 145 94 65% 75% 44% Enforcement 150 109 73% 75% 60% Disbursement 50 50 100% 75% 100% Medical 134 41 31% 75% 48% Review and Adjustment 99 84 85% 75% 82% Intergovernmental Services 100 51 51% 75% 33% Expedited Process (6 months) 75 75 100% 75% 100% Expedited Process (12 months) 75 75 100% 90% 100%

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

The Solution

The Division leadership decided to engage in a strategic planning effort to identify the organization’s strategic direction and to develop a realistic plan to execute the strategies and monitor results.

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

The Process

 Hired a consultant to facilitate the process and document results. The consultant

 Conducted individual interviews with

members of leadership team.

 Held a series of facilitated meetings of

the leadership group to address decisions about strategic priorities and action plans.

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

The Process

The discussions focused on:

Where have we been and where are we now?

Where do we want to be?

  • Set Goals: Desired end results after three or more years to

fulfill organization’s vision; provide framework for planning; provide strategic direction for the program.

  • Set Objectives: Specific measureable targets for

accomplishment of a goal.

How will we get there?

  • Strategies/Action Plans: Detailed descriptions of the steps

used to realize an objective. Who does what by when?

How will we measure our progress?

  • Performance Measures: Both Federal and Division defined

performance measures for agency, managers and staff.

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

The Results

A renewed commitment to our Mission

 The Mission of the Division of Child Support

Enforcement (DCSE) is to promote family independence by reducing dependency of single parent households through the collection of monetary child support payments and medical support from non-custodial parents.

A new Vision statement

 “We see a fine-tuned organization comprised of

capable, caring staff who provide exceptional customer service and achieve superior levels of performance.”

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

The Results

Established 8 primary goals

 Goal 1.0

To ensure leadership communication is clearly and efficiently delivered.

 Goal 2.0

To develop a useful resource for staff that includes policy, procedures and business processes.

 Goal 3.0

To clearly define organizational unit responsibilities.

 Goal 4.0

To develop effective education plans for new staff, existing staff and supervisors.

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

The Results

Established 8 primary goals

 Goal 5.0

To create clear expectations for supervisors and managers (input to goal 4.0).

 Goal 6.0

To reinforce staff’s identification with customer service as their job.

 Goal 7.0

To resolve all issues on cases by reviewing the whole case and being proactive.

 Goal 8.0

To establish performance expectations for all levels within the DCSE.

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

The Results

Developed an extensive task list designed to achieve goals over a set period of time. Identified resources by name or unit necessary to accomplish tasks.  Assigned resources to tasks and set deadlines. Designed a communication plan and a management strategy to assure that the plan is implemented.

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Next Steps

 Kickoff the communication plan.  Engage all staff in completing assigned tasks through performance plans. Measure performance results quarterly. Adjust strategies based on periodic performance analysis.

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 Hershey Lodge ▪ Hershey, Pennsylvania

Mike Cianfichi, Bucks County PACSES Administrator/Training Supervisor

Ethnography Study of Bucks County Domestic Relations

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

List of Topics

  • Bucks County Domestic Relations
  • Systems Changes - Imaging
  • Ethnography Study
  • Study Findings &

Recommendations

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Bucks County, PA

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Bucks County Domestic Relations

  • Class 2A county in Pennsylvania
  • Case Management structure
  • Documented policies & procedures
  • Focused on efficiency
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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Need for Imaging System

  • No more space
  • Lost documents
  • Files needed in

multiple places

  • Reduce paper use
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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Implementation of Imaging System

  • County was looking at imaging
  • Met with vendors
  • Scan current files first
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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Obstacles

  • Fear of the unknown
  • Being paperless
  • Network issues
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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Benefits

  • Fewer lost documents/files
  • Simultaneous viewers
  • More flexibility with documents
  • Faster access to information
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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Ethnography Study

Ethnography – the study and systematic recording of human cultures; also, a descriptive work produced from such research

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

What’s Ethnography (in English please)

The naturalistic study and recording of human behavior

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Why Conduct Ethnographic Studies?

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The potential for innovation is in current practice

Work Practices Reveals Hidden Work Provides Rich Context Informs Change Management Facilitates Risk Management Inspires Innovation

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Ethnographic Techniques

  • On-site open-ended interviews
  • Observation of work and interactions
  • Information, document & tool analysis
  • Video/audio recording and analysis
  • Codesign solutions, technology and services
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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Observation of Work

  • What people can tell you
  • Workflows, task lists,

procedures

  • Organization charts,

cross-disciplinary teams

  • Authorized descriptions
  • f work, often formal,

documented

  • What people know how

to do, but wouldn’t think to talk about

  • Handling exceptions and

contingencies

  • Informal networks,

communities of practice

  • Often informal,

undocumented

Process Practice

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

XEROX Project Goals

  • Observe BCDRS imaging solution
  • Document business operations
  • Determine best practices and business

process for counties that will implement imaging

  • Provide recommendations for

improvement in Business Processes

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

AS-IS Model

  • Best practices
  • Great care of documents
  • Conscientious staff
  • Early adopters of imaging

Copy

Scan

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

TO-BE Model

  • Findings and recommendations
  • Only image essential documents
  • Discard parallel workflows
  • Eliminate “scan to archive” model
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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

TO-BE Model (continued…)

  • Additional findings
  • Import e-documents to repository
  • Create single sign-on
  • Changes to printed batch forms
  • Improve network performance
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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

ETHNOGRAPHY STUDY

“What people say, what people do, and what they say they do are entirely different things.” Margaret Mead

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ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

ETHNOGRAPHY STUDY

Questions