RhodeIslandDepartmentofHumanServices

CorrectiveActionPlaninResponsetoFNSAdvanceNoticeLetter

DatedNovember8,2016

SubmittedNovember22,2016

2

SUMMARYOFCORRECTIVEACTIONPLANITEMS,ASSIGNEDLEAD(S)ANDTIMEFRAME

# ActionItem ResponsiblePerson(s) TimeframeforCompletion

1

CorrecttechnicalproblemswithIntegratedEligibilityandEnrollmentSystem(RIBridges)

TamilBalakrishnan,Deloitte

October2016-June2017

2

Addressongoingtrainingneeds

MelbaDepeñaAffigne,RIDHSStephenJackson,Deloitte

November14,2016–January23,2017

3

Improvebusinessprocessesincluding:

• triageandprioritizationofSNAPcasesbothexpeditedandnon-expedited

• eliminationofcasebacklogs• restorationofbenefitswhere

appropriate

BenShaffer,RIDOAJeffWalker,Deloitte

October2016–June2017

4

Reduceofficeovercrowdingandwaittimes

MelbaDepeñaAffigne,RIDHSStephenJackson,Deloitte

October3,2016–December30,2016

5

AddressCallCenterOutagesImproveCallCenterBusinessProcess

ZachSherman,HealthSourceRIThomGuertin,RIDOA

KimBrito,RIDHSKevinSimpson,RIDHS

Outages-Completed

CallCenterImprovement-January2017

6

Provideaccurate&timelynotices

JenniferWood,RIEOHHS

TamilBalakrishnan,Deloitte

November30,2016

7

Ensureaccesstointerpreters&translatedmaterials

ZulmaGarcia,RIDHS

Completed

8 EnsureQualityControlProcessandProgramIntegrityMeasures

TamilBalakrishnan,Deloitte

IwonaRamian,RIDHS

InterimBusinessProcessinPlace-November30,2016RIBridgesCapability–

February20179

DeferredFunctionalityTimelineTamilBalakrishnan,Deloitte

ThomGuertin,RIDOAJanuary2017

throughMay2017

10 DataCollectionandReporting(Appendix)

JeffWalker,DeloitteBenShaffer,RIDOA

KevinSimpson,RIDHS

Weeklysubmissions

3

CORRECTIVEACTIONPLAN

Introduction:RhodeIslandhascarefullyreviewedtheNoticeLetterprovidedonNovember8thandhasdevelopedthebelowdetailedCorrectiveActionPlaninresponsetoallelementsidentifiedintheletter.ShouldanyclarificationsoradditionalinformationbeusefultoFNSinreviewingthisCorrectiveActionPlan,RhodeIslandstandsreadytoprovideanyadditionalmaterialthatwillbeofassistanceinmakingprogressandimprovementsclearandtransparent.Section1:CorrectSystemTechnicalProblems PriortothelaunchofthenewIntegratedEligibilityandEnrollmentsystem,RIBridges,Priority1(P1)softwaredefectswerereducedtozero.Priority2(P2)defectsthatmayaffectlargegroupsofcustomers,andarethuscategorizedasblockingissues,werescheduledtobereducedtolessthan5bytheendofDecemberandhavealreadybeenreducedto4throughaseriesofsoftwaremodificationsimplementedsinceGoLive.Priority3(P3)issueswhichaffectasufficientnumberofcustomerstobeconsideredblockingissueswillreducetofewerthan100bytheendofDecemberandfewerthan25bythebeginningofMarch.Thisreductionreflectsanoverallreductionofalldefects,includingbothnewdefectsthatariseasaresultofnewcodebeingdevelopedinongoingreleasesandthosethatremainfromtheGoLiveperiod.P3andP4defectsordataanomaliesthataffectonlyasinglecustomerorasmallgroup,andarethereforeconsiderednon-blocking,willbereducedtoastableleveloflessthan250atalltimespostJune2017,evenasnewmaintenancereleasesareimplemented.Theselevelswilldeliverastableoperatingsystematadefectlevelandwithinthetimeframethatmeetorexceedindustrystandardsforasystemintegrationinitiativeofthisscopeandcomplexity.

The plan to resolve system blocking issues and non-blocking issues will span the 3 stages of system maturity.System Issue Resolution Plan

1,450

1,6251,500

1,000

775

180

105

30

0

200

400

600

800

1000

1200

1400

1600

1800

Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17

Stage 1 Stage 2 Stage 3

Blocking Issues: An issue blocking a customer from getting benefits or health coverage (includes P1, P2 and some P3)

Non-Blocking Issues: A system issue that has a work around(includes all other P3)

Increase due to high inflow of customer calls during Open Enrollment

Current Backlog

Stage 1 Target

Stage 2 Target

Stage 3 Target

Blocking Issues

P1 0 0 0

P2 10 <5 <5 <5

P3 355 <100 <25 <25

Non-Blocking Issues

P3 1,144 N/A <1,000 <250

P4 110 N/A N/A N/A

Total 1,619

6

4

9

Week 5Week 4Week 3

103

57

20 1310

54

0

20

40

60

80

100

120

Planned Actual

Week 2Week 1

Priority 2 Tickets – Plan vs. Actual

1 Application3 Data

Total Priority 2 Incidents (P2s)

3

Week 4

126

832655

563

260195

198130 95 84 80 80

0

200

400

600

800

1000

1200

Cumulative Planned

Priority 3 Tickets

Cumulative Blocker Incidents (P2s & P3s)

Week 3Week 2Week 1 Week 5 Week 7Week 6 Week 8 Week 9 Week 10

5

Section2:AddressOngoingTrainingNeedsTrainingforstaffwasconductedintworoundspriortoRIBridgesGoLivestartinginSpring2016.Weconductedseveralcomputerliteracytrainingstoenhanceouremployees’computerskillsandimprovetheircomfortlevelusingnewtechnologyinthenewsystem.Wealsoprovidedaseriesofcross-trainingopportunitiestoexpandknowledgeofallprograms;childcare,SNAP,RIW,GPA,Medical,etc.TrainingcontinuesthroughrefreshertrainingsinceGoLiveasdemonstratedbytheongoingscheduleoftrainingsillustratedbelow.OneofthetworoundswasstrategicallytimedtobecloseintimetoGoLiveduetoexperiencesinothersettingsdemonstratingthatearlytrainingisimportantbutwillnotbefullyretainedifofferedseveralmonthsbeforeGoLive.Inspiteofthesetworoundsofpre-GoLivetrainingithasbeenevidencesinceGoLivethatstaffneedadditionaltraining,onanongoingbasis,astheyareactuallyworkingwiththenewsystem.Duringthepre-GoLivetrainingSNAPspecifictrainingforQualityControlincluded:

• Processoverview• UnderstandingtheDashboard• GettingHelp• GeneratingSNAP-PositiveSample• AssigningQCcasesforreview• Searchingforacaseassignedtoa

QCreviewer

• Systemmessages• Systemdates• Scheduleanappointment• AccessingECF• Viewingcorrespondence

12

Week 10Week 9Week 8Week 6

Priority 3 Tickets – Plan vs. Actual

Week 3Week 2Week 1 Week 4 Week 5 Week 7

685

570

500

200 150155 100 65 54 50 5096

0

100

200

300

400

500

600

700

800

900

Planned Actual

DHS Blocking Priority 3 Incidents (P3s)

6

ThisSNAPspecifictraining,alongwithgeneralsystemusetraining,willberepeatedonacontinuousbasis,usingfourtrainingdeliverymethods:workshops,WebEx,livedemonstrationsandclassroomtraining.Trainingisdeliveredtodifferentaudiences(clerical,ETs,SocialWorkers,providers,navigators)dependinguponneedsandusingdifferentdeliverymethodsappropriatetothegroupandthecontent.Trainingneedsareconstantlyreassessedaspartofthispost-GoLivesupplementaltrainingplan,basedoninputprovidedtoDeloittebythestateasillustratedbelow.

7

8

TrainingwillcontinueatleastthroughJanuary,usingallfourtrainingmethods,andwithavarietyoftargetaudiencesuntilthestateleadershipissatisfiedthattrainingneedsnolongerexistforthecurrentworkforceatwhichpointtrainingwillbeofferedfornewemployees. Section3:Improvebusinessprocessesincluding:

• triageandprioritizationofbothexpeditedandnon-expeditedSNAPcases• eliminationofcasebacklogs• restorationofbenefitswhereappropriate

InrecognitionofthehighvolumeofcasesthatbuiltupinabacklogduringthefirstweeksafterGo Live significant business process changes have been put in place to ensure the timelyprocessingofexpeditedandnon-expeditedSNAPcases. This includeseliminatingthebacklogof any expedited SNAP cases pendingmore than 7 days and any non-expedited SNAP casespendingformorethan30days.Resolving thebacklogofSNAPcasesprocessedoutsidethe7or30dayregulatory timeframehasinvolvedthefollowsteps:

Summaryofnon-lobbyoperatingchanges

1. Registerthe“backlog”ofscannedandindexedapplications• Asof11/21,allOctoberapplications,SNAPorotherwise,havebeenregistered

2. Scan-Index-Registerallincomingdrop-off,mail-inandfaxinapplicationswithin2businessdaysofreceipt• DedicatedFTEstoregistration.• TraindedicatedstafftoworkwithoutpaperlistsbeingprovidedbyDeloitte andregistermoreaccuratelytoproperlycapture

expeditedstatusofSNAPapplications.• TrackperformancemeasureofScanned-Indexed-Registeredwithin2daysofreceipttoallowforrealtimeadjustmentofpriorities and

adherencetoplanandopportunitiesfortraining.

3. Assignnon-lobbyworkbasedonmanagementprioritization,setproductivitytargetsandtrackprogress• Developmanagementviewofprioritizedworkbasedonregulatoryguidelines• AnalyzeworkloadbasedonmanagementprioritiestodetermineproperETstaffinglevels

• E.g.SNAPExpeditedteamtohandlenon-lobbySNAPexpeditedcasesfromintakethrougheligibilitydetermination(one-and-done)

• Improveshort-termabilitytodistributedailyworkloadtosupervisorsviadailydataqueriesandtrackproductivitytargets• Implementworkerinboxaslong-termsolutiontoassigndailyworktoETstoautomaticallyassignETworkloadbasedonpriorities and

team

4. Constitutespecializedrecerts,interimsandchangesteam• Analyzeworkloadtodetermineproperstaffinglevels• Confirmsupportingbusinessprocessestoachieve“oneanddone”processing• Trackactivityandcertifythatterminationsaretakingplaceasrequired,andthatchangesaremadeinatimelymanner

1

9

Theprocessforensuringquick(lessthan2day)registrationofallscannedapplicationsandthusguaranteeingthetimelyabilitytoautomaticallysortallSNAPcasestoidentifythoseeligibleforexpeditedhandlinghasalreadybeenputinplace.Perthegridaboveitisbasedonanaverageof183applicationscomingineachdayandanaverageof100beingregisteredeachdaythus

TaskList:DevelopingOngoingOperationModelforRegistrationandNon-LobbyWork

Work Action Status

RegistrationofApplications

ClearOctoberregistrationbacklogComplete– allapplicationsreceived inOctoberhavebeenregisteredinto

RIBridges

Developregistration-focusedteamtokeepupwith

incomingapplications

Complete– DesignatespecificFTEstoregisterapplicationsthatshouldbe

abletoregister100applicationsperdaytokeep upwithSNAPapplications

received;registerallreceivedapplicationswithin2businessdays

Improveregistrationtrainingtoincreaseprocessing

timeIn progress- Setgoalofregisteringoneapplicationevery15minutes

Institute productivitytargetsIn progress-Utilize productivitytargetstoensureprogressandidentify

whereadditionaltrainingisrequired.

Non-LobbyApplications

Clearly designateFTEsintoteamstoworkonspecific

applicationsbasedonapplicationpriority

Completed– DesignateFTEs tofocussolelyoneligibilitydeterminationsin

SNAPcases(regularandexpedited)

Refine mechanismbywhicheligibilitytechniciansare

assigneddailywork

In-Progress– DHSmanagementworking withcontractortore-vampexcel

basedsheets;Contractordevelopingre-vamped“workerinbox”forroll-

outendofJanuarytoautomate

Institute productivitytargetsandtrackprogressIn-Progress– ETs focusedonSNAPapplicationsshouldbemakingeligibility

determinationson6applicationsperworkerperday.

Designateclearworkspacefornon-lobbyFTEs Planning– Co-locatenon-lobby FTEstomaximizeefficiency

2

Non-LobbyStableOperatingModelandDailyTargets

3

Work toBePerformed TargetApplicationsWorkedPerBusinessDay

AverageApplicationstoProcessPerDay

TotalDaystoCompletePerDayWork

Registration 100 183 1.8

SNAPExpeditedNon-Lobby Work 24 10 0.4

SNAP RegularNon-LobbyWork 18 20 1.1

Recerts 80 3130(PerMonth) 30

10

every incoming application will be registered within two days. The realigning of non-lobbystaffingassignmentstoensuretimelyhandlingofexpeditedandnon-expeditedSNAPaswellasrecertifications, interims and changes is in process. Theownership and timeline for steps inthatprocessareasfollows:

Task Owner Completiondate

Determineremainingbacklog BenShaffer Complete

Determinenumberofstaffforassignmenttobacklogteam TomGuthleinShannonMassaroco

November28th

Re-trainteamonproperregistrationpracticestoaccuratelycaptureexpeditedSNAP

ZulmaGarcia December1st

Reviewandimplementbusinessprocessesforensuringthatscanning/indexingandregistrationalltakeplacewithin2days

TomGuthleinShannonMassaroco

December1st

Inadditiontotheprocessunderwaytoresolveanyremainingcasehandlingbacklog,aretrospectivedataanalysisofallapplicationsreceivedsinceGoLiveisbeingconductedtoidentifyanySNAPrecipientswhohavenotreceivedSNAPbenefitsconsistentwiththeirearliestdateofapplication.SomeSNAPrecipientshadtoapplymorethanonceintheweeksafterGoLiveandmayhavereceivedbenefitsonlyforthelaterofmorethanoneapplication.Earliestapplicationdatesarebeingresearchednowthatallapplicationshavebeenregisteredinorderthatbenefitscanberestoredbacktotheearliestdateofeligibility.ThisbenefitrestorationresearchwillbeconcludedbyNovember30thandrestorationofbenefitsforanyaffectedcustomerswillbeaccomplishedduringDecember. Section4:ReduceOfficeOvercrowdingandWaitTimesMostDHSofficeshaveexperiencedsignificantreductionsinwaittimessinceOctoberasreflectedintheweeklydatasubmissionsandtheattacheddataappendix.However,theProvidenceofficecontinuestoexperiencelonglinesandunacceptablewaittimes.1AplanhasbeenimplementedtorestructuretheProvidencelobbytoresolvethisissue.Thisplan,firstimplementedtheweekofNovember7th,includesthefollowingelements:

• RestructuredthemainlobbywithSNAP-specifictriageandexpeditedhandlingwindows;• Openedasecondlobbyforthosewhowishtocheckthestatusoftheirapplicationorwait

indoorstobeseeninthemainlobby;• Reallocatedstafftothefrontlobbytoprovidefasterserviceinthelobbyarea;

1 AdditionallobbyimprovementsarealsoplannedforWoonsocketandPawtucketconsistentwithsuccessfulstrategiesdeployedinProvidence

11

• Providecustomerswithaservicenumberatthepointofentrytothelobbysothattheycanbeseatedandwaitfortheirnumbertobecalled(anddisplayedonthevideomonitorsafterDecember);

• Use3greetersincludingbilingualstafftoworkthelineandtriagecustomersevenbeforetheyenterthelobby,includingredirectingthosewhoneedastatuschecktothesecondarylobbydedicatedtothatpurpose.

ProvidenceLobbyApproach

AvoidtheWait

Improvethe

Experience

IncreaseProductivity

• Utilizemonitorstocommunicatewithcustomersinthelobby• Displaylobbyticketnumberbeingservedelectronically• Processapplicationsinatimelyandeffectivemanner

• Ensurestaffnumberandproperorganization,distributionandlocationtosupportlobbycustomersandprocessotherwork(non-lobby)

• Offeractive,neededsupporttolobbystaff

• DeployBusinessProcessesandLobbyDirectiontolimitlobbywaittimes• Establisheligibilityforbenefits,triagecustomerneeds,utilizeappointments• EmphasizeCollection/Scanningdrop-offinformation• Secondarylobbyaddressapplicationstatusquestions• Informcustomersofcallcenterandprovideopportunitiestoaccessserviceswithoutenteringlobby

MainLobbyPlan• Establish3full-timegreeterpositionsimmediatelyaftersecuritystationinlobbyandoneoutside.Greeterwill:• Applydecision-treeregardinghowbesttoserveanddirectcustomer• Advisecustomerofoptions• Printlobbyticket(forqualifyentrantstolobby)

• Utilizereceptionarea,staffedwithsocialworkersandETsindedicated(butchangeable)linesto:• ScreenSNAPapplicants(expeditedandnon-expedited;createappointment)• Triagecaseswhere:benefitslost,benefitslostwithin48hours,domesticviolence,EBT/FISissue• Scandocumentationbroughtinforanappointment• ScheduleAppointments,VerificationLetters

• Movelobbystaffclosertoreceptionareaandembedsupervisorforsupport

• Replaceandrelocatedocumentdropbox tooutsidefrontofbuilding

• Enableeasieraccesstopaperapplicationsinthenear-term

• EmbedsitesupportamonglobbyETstaffandactivelysupportgettingstaff“unstuck”

• Improvespeedandflowofbackofficetosupportprocessingapplications

12

PaperApps

ProvidenceFacility– MainLobbyFloorPlan

StateLobbyET

StateLobbyET

StateLobbyET

StateLobbyET

StateLobbyET

DeloitteLobbyETSupport

StateLobbyET

StateLobbyET

StateLobbyET

StateLobbyET

StateLobbyET

StateLobbyET

StateLobbyET

StateLobbyET

StateLobbyET

StateLobbyET

StateLobbyET

StateLobbyET

DeloitteTeamSupportArea

ApplicationLab

(StateSupervis-1)(NonLobbyET-?)(DeloitteLab– 1)

StateLobbyETSupervis

StateLobbyET

DeloitteLobbySupport

StateLobbyET

StateLobbyET

StateInterpret

StateLobbyET

Back-upScan

StateLobbySupervis

SecureDoor

CapitolPolice LavatoryLavatory

Self-ServeKiosk(LobbyET-2)

OnlineNovember2016

WaitingArea

Security

G

G

Photocopy/Scan

Appt.EBTVerif

ScanTriage

Triage

Triage

SNAPScreen

5

4

3

2

1

G

Pape

r

Nottoscale

2Greeterstodirectcustomers

1 Greetertoadvise/collectinfo.

Outsidedropbox

TV

TV

2eligibilitytechnicianstoanswerstatusquestions

ProvidenceFacility-- Second“StatusCheck”LobbyandInclementWeatherWaitingArea

Nottoscale

Security

ETET

Indoorline

capacityof

20-25

SeatingArea

2eligibility

technicians

toanswer

status

questions

Customerqueuesareestimatedtobe

comprisedof35-40%ofpersonsseeking

informationregardingapplicationstatus.To

addressconcernsaboutovercrowdingin

mainlobbyandexcessivewaittimes,a

secondlobbyspaceisnowopen.Inthis

space:

• 2eligibilitytechnicians(ETs)provide

applicationstatusdetailandanswerbasic

customercasequestions.Ets can:

• Applydecision-treeregardinghowbesttoserveand

directcustomer

• Advisecustomerofoptions

• Printlobbyticket(forqualifyentrantstolobby)and

direction

• 1translatortoprovidetranslation

services(ratherthantelephoneassist)

• Smallseatingareaforpersonsrequiring

assistanceandlargerseatingareafor

personswaitingtobeservedinthemain

lobby– particularlyininclementweather

T

1translator

InclementWeatherWaitingArea

13

Section5:AddressCallCenterOutagesandImproveCallCenterBusinessProcess DHSexperiencedhigherthannormalcallvolumeduringthefirstweekofOctoberduetoco-occurrenceofaStateSupplementtoSSI(SSP)checkissuancecomplicationsandthehighvolumeofcallsthatinevitablyaccompaniesthefirstweekofthemonth.DuringthesameperiodDHSmadeatelecommunicationchangetoimprovecustomerservice,routingcallsfromtheDHSfieldofficestothemainCallCenterforbetterhandling.Telecomportsweretakenupbythiscalltransferfromthefieldoffices.Increasedcallvolumes,compoundedbythelimitedavailabletelecomports,resultedinintermittentCallCenterserviceoutagesforcustomersduringOctober.DHSisworkingtoimplementaCorrectiveActionPlantoremedytheissue.WiththehelpoftheDepartmentofInformationTechnology,amessagedirectingcallerstotheDHSmainCallCenter,at1-855-MY-RIDHS,nowplayswhencallsaremadetofieldoffices.Thisactionfreesportsthatwouldotherwisebeengagedbycalltransferthuspreventingoutages.

SincetheSeptemberlaunch,DHShaspartneredwithHealthSourceRI(HSRI),RI’sstatebasedinsurancemarketplace,toleverageandimplementcallcenterimprovementstrategiesandbestpracticesHSRIhasdevelopedoverthelastthreeyearsofoperations.Todatethisinteragencyteamhasreviewedandassessedthecallcenter’sexistingtechnology,infrastructure,managementstructure,trainingprocessesandgeneraloperations.Inaddition,theteamhasestablishedadedicatedsecondtierunit(TierTwo)forescalatedandcomplicatedcasesthatcannotberesolvedexpeditiouslybythefront-linecallcenterrepresentatives.Basedonthisassessmentwehaveidentifiedcallcenterimprovementstrategiestobeimplementedoverthecourseofthenextmonthallintheinterestofansweringahigherpercentageofinboundcalls,aloweraveragewaittimeandahigherqualityofcustomerexperience.Thesestrategiesarelistedbelowwithtargetcompletiondates:

Improvement TimelineEnhancetheprocessforcallingcustomerswhorequestacallbackbyidentifyingdedicatedresourcestoensurecallsarereturnedinatimelymanner

November28

Setupa“humantriageunit”toquicklysegmentcustomerintotheappropriatecallqueuebasedonthenatureofthecall(SNAP,Medical,RIWetc.)

December9

LeverageunusedtelecomcapabilitiesintheexistingsolutionaswellastheuseofHSRI’scustomerrelationshipmanagement(CRM)forusebyallfrontlineandTierTwostaff

December19

Evaluateexistingcallcenterstructure,identifygapsandexecutechangestoimprovestaffproductivity:

Ongoing

Assessreasonswhycustomersarecalling,waystofacilitatequickerresolutionofcalls,orpreventincomingcalls

Ongoing

Improveoperationsbyco-locatingstaffinonededicatedareaofthe December19

14

ProvidenceDHSfieldofficeLeverageandorganizeexistingDHSandDeloittetrainingsupporttoinitiatequickhit,onthephonetraininganddeveloplongerterm,continuousimprovementtrainingplan

December19

Theseactivitiesarealreadyshowingsomepositiveresults.DuringtheweekofNovember191,602customersaccessedtheCallBackfeature;4,521customersutilizedtheautomatedpromptresponsetogetinformation;theaveragewaittimedroppedto34minutesfromoveranhour;andtheaveragetimetohandleacallwasbetween7and8minutes.TheseCallCenterresultscomparefavorablytothemetricsreportedintheweeklyreportspreviouslysubmitted.ThemetricscollectedintheDataAppendixforthisCorrectiveActionPlanandsubmittedonanongoingweeklybasiswillenablethecontinuedmonitoringoftheseimprovements.

Section6:ProvideaccurateandtimelynoticesAnoticesQualityControlteammeetsregularlytoreviewallnoticesbeinggeneratedbythenewRIBridgessystem.Priortoreleasingnoticestheircontentandlegalvalidityisreviewedbyateamcomprisedoflegal,technicalandprogramsubjectmatterexperts.Oncetheformofthenoticeissignedoffonbythismultidisciplinaryteam,thesizeofthegrouptobenotifiedisassessedforvaliditybyreferencetohistoricalexperienceforthenumberofnoticesgeneratedinthesamecategoryinthepast.Noticereviewandimprovementareongoingprocesseswhichwillcontinuethroughatleastthefirst12monthsoftheimplementationofRIBridges.ImprovementswillbecontinuouslymadetonoticesbasedonQualityControlreviewandinputfromcommunityexperts.Whilethiscontinuousimprovementprocessisongoingnoticesarebeinggeneratedandinterimbusinessprocessesformanualnoticegenerationarebeingemployedinlimitedinstancesnotedinthegridbelow.

# Agency Notices Total

Generated To Date

Mailed Out On

time

Held Now?

Current Status/ Comments

1 DHS DHS1605 - Benefits Decision Notice 50085 Yes No

2 DHS DHS0038 - Verification of Employment Notice 31 Yes No

3 DHS DHS0254 - Notice of Missed Interview 659 Yes No

4 DHS DHS1046 - Six-Month Interim Report 12381 No No

As per QC review process, State held the notices for review and sent them to the customers after a week

5 DHS DHS2240-A - Mid-Certification Contact Notice 3617 Yes No

6 DHS DHS3688 - Shelter Verification Notice 11 No Yes

QC is in progress. Targeting end of November to release these notices

15

7 DHS DHS4358-A - Notice of Over Issuance 2 No Yes

QC is in progress. Targeting end of November to release these notices

8 DHS DHS0601 - Food Replacement Affidavit Notice

1 No Yes State is currently generating these notices manually

9 DHS DHS2240 - Change Report 10 No YesQC is in progress. Targeting end of November to release these notices

10 DHS DHS0330 - Unsigned Application Notice 3 No Yes

On hold; State is currently generating these notices manually

11 DHS / EOHHS

DHS 1010 - Renewal Notice 6662 No Yes November 22, 2016

12 DHS DHS0170 - Appointment Notice 1182 Yes No

13DHS /

EOHHS / HSRI

DHS100 - Quick Note 482 Yes No

14 DHS SNAP230P - SNAP Application Delay Notice 7 Yes No

15DHS /

EOHHS / HSRI

Voter Registration Form 417 Yes No

16DHS /

EOHHS / HSRI

DHS-0100-M Mass Mailing 14432 Yes No

17 DHS DHS-MASS-Notice of Approval for Manual SNAP Benefits Replacements

14 Yes No

18 DHS DHS-MASS-Notice of Denial for Manual SNAP Benefit Replacements

2 Yes No

19DHS /

EOHHS / HSRI

DHS3503-Additional Documentation Required 12942 Yes No

20DHS /

EOHHS / HSRI

DHS3503-D Date of Birth Verification 115 Yes No

21EOHHS /

DHS / HSRI

COR-ELG-20 Removal of Head of Household/Primary Applicant Notice

115 Yes No

22 DHS DHS0308 - School Lunch-Direct Certification Letter 5773 Yes No

23 DHS DHS0309 - Traditional School Lunch Letter 24301 Yes No

24 DHS DHS0328 - Notice for Heat and Eat Program 1952 Yes No

25 DHS DHS3782 - Out of State Inquiry Notice 1 No Yes State is currently generating

these notices manually

26 DHS DHS3569 - Seasonal Migrant Income Verification Notice

1 No Yes State is currently generating these notices manually

Section7:Ensureaccesstointerpretersandtranslatedmaterials

16

TranslatedmaterialsarenowavailableintheRIDHSoffices.Inaddition,theDepartmentofHumanServicesemploysatotalofseveninterpretersstatewide.ThedepartmentalsocontractswithalocalinterpretingserviceagencyandtheBigWord(atelephoneinterpreterservice)toprovideadditionalsupporttocustomersinthefieldoffices.Thedepartmentalsoemploysbi-lingualEligibilityTechniciansandclerks.Belowisabreakdownofinterpreterstaffbyoffice.

Office StateFTE ContractedFTEPawtucket 2 1Providence 4 3Woonsocket 1 0Middletown,Warwick,Wakefield

BigWord(multi-lingualtelephoneinterpreterservice)

OverallGoal:Increaseinterpretervisibility&availabilityinfieldofficesby:1. Addinginterpreterstospecificareasoroffices(i.e.lobbies,callcenter,etc.);2. Monitoringtheneedforinterpretersinallfieldoffices;3. Addingadditionalstaffasneededinallfieldoffices.ActionStepsActionSteps:ProvidenceOffice • AddoneSpanishlanguageinterpreterinthewaitingareatoannouncelobbynumbers.• Assigntwo-bilingualstaffatthegreeterstationtoensurethatcustomersmovethrough

thelinemorequicklyandsmoothly.• Whentwobilingualstaffarenotavailabletoserveatthegreeterstationweaddone

Spanishlanguageinterpretertothegreeterstation.• AddaSpanishlanguageinterpretertothesecond“checkstatus”lobby.

ActionSteps:PawtucketOffice • MaintainonePortugueseinterpreterbasedonvolumeofcustomersserved.• ContinuetomaintainthethreeSpanishlanguageinterpretersinthefrontareaofthe

lobbytoreadilyassistcustomers.ActionSteps:WoonsocketOffice• Movetheinterpretertothefrontoftheofficewheres/hecanbevisibleandavailableto

thecustomersandstaff.• Assignbilingualstaffatthereceptiondesk.Allinterpreterandbilingualstaffchangesareineffect/willbeineffectasofNovember25thexceptfortheWoonsocketofficeinwhichthechangeswillbeimplementedduringDecember.Section8:EnsureQualityControlProcessandProgramMeasures

17

DHSisworkingtoensureSNAPProgramIntegrityandQualityControlproceduresasrequiredbylawandregulationsintwophases.Specifically:

o EnsurethatcorrectQualityControlsamplescanbepulledfromthesystem;o Ensureallcriticalmatchesincludingwagesmatchesarebeingconducted.

TheRhodeIslandDepartmentofHumanServices(DHS)isfullycommittedtoadministeringtheSupplementalNutritionAssistanceProgram(SNAP)inawaythatsafeguardsprogramintegritywhileensuringeligiblecustomershaveaccesstotimelyandaccuratebenefitsandassistance.SNAPQCstaffworkedcollaborativelywithDeloittetodrafttherequiredQCSamplingPlanforFFY2017andhavebeeninregularcommunicationwithFNSregardingtheQCSamplepulls.TheSeptembersampleisacombinationoftwosamples–onepulledfromeacheligibilitysystem.TheSeptembersamplefromRIBridgeshasbeensuccessfullypulledbutrequiressomefurtheranalysistoensurethattheFFY2016samplingplanisbeingaccuratelyfollowed.QCstaffisalsoactivelyworkingwiththelegacysystemadministratorstohaveanaccuratesamplepulledfromthelimitedSeptemberuniversestoredinInRhodes.TheentireSeptemberQCsamplepullisontargettobereadyforreviewbytheendofNovember.TheOctoberQCsamplewassuccessfullypulledfromRIBridgesonNovember1andwasanalyzedforaccuracyandcompliancewiththesamplingplan.OneissuehasbeenidentifiedforwhichasystemfixisscheduledtobeimplementedduringtheweekendofNovember19-20.TheNovemberQCsampleisontargettobepulledonDecember1.TheElectronicDisqualifiedRecipientSystem(eDRS)ispreparedtogointoproductionforinclusioninRIBridgesandisscheduledtobeinservicebyDecember31.BecausetheeDRSisswitchingtoaGEN4webservicesfunctionalityimplementationwasheldtoensurethatthisistheversionthatwillbeavailablethroughRIBridges.Thisnewversionwillallowforrealtimechecksofnewapplications.Thisversionofthesystemwasnotavailableunderourlegacyeligibilitysystem.WhiletheneweDRSisbeingpreparedforimplementation,amanualprocesshasbeenputintoplacetoensuretheintegrityofSNAP.TheinterimprocessincludesDeloitteprovidinganextractofallnewlyfiledSNAPapplicationsandrecertificationstotheR.I.BureauofAudits,whointurnmanuallycheckthecasesagainsteDRS.TheBureauofAuditstakesactionagainstanycasethatisfoundtobeengagedinprogramviolationsthroughthisinterimbusinessprocess.TheRIBureauofAuditshasalreadycheckedover7,000casesreceivedsinceGoLiveagainsttheeDRSandhasnotfoundanyconfirmedeDRSnon-complianceaspartofthatreview.TheNationalDirectoryofNewHires(NDNH)interfaceisscheduledtobeimplementedinRIBridgesbyJanuary27,2017.SNAPstaffisactivelyengagedwithDeloitteinconstructingthe

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necessaryfunctionalityanddraftingtheappropriatereportingcriteriatosatisfytheOfficeofManagementandBudgetdatareportingrequirements.TheinterimprocesswhilethenewNDNHfunctionalityisbeingdeveloped,includestheuseofthestate-levelDepartmentofLaborandTrainingwagedatabasetocrosscheckwageinformation.ThePublicAssistanceReportingInformationSystem(PARIS)isontracktobeanimplementedinterfaceofthenewsystembyJanuary,2017.RhodeIslandhasparticipatedinPARISonaquarterlybasisinthepastandwillcontinuewiththesamelevelofparticipationintheNewYearwithcapabilitytoimplementinthefirstquarter. Section9:DeferredFunctionalityTimelineInordertostabilizethesystemandimplementthepre-launchcodefreezecarefuldecisionsweremadetodefercertainfunctionalitybeingactivatedinthenewsystemuntilafterGoLive.ThetablebelowreflectsalloftheimplementationtimelinesfordeferredfunctionalitythroughJune,2017.IneachcaseofdeferredfunctionalityaninterimbusinessprocesswasdevelopedandimplementedtoensurethatprogramrequirementsaremetduringtheperiodbetweenGoLiveandtheinclusionofthefunctionalityinthenewsystem.

Title Description ImpactedPrograms

TargetImplementation Status

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Month1 Displaybenefitcalculation

detailsBenefitcalculationdetailswereremovedfromtheeligibilitynoticesinitiallytoimprovereadability.InsubsequentsessionswiththeadvocacygroupitwasdecidedtoincludemoredetailsaroundbenefitcalculationsforHealthcoverage,SNAP,RIWandCCAPprograms.

AllPrograms

October Completed

2 Spanish/Portuguesenoticetranslationsforkeynotices

ImplementfunctionalitytogenerateandsendprioritynoticesinSpanishandPortuguesefromRIBridges.TwoadditionaltranslationreleasesarescheduledforJanuaryandMay.

AllPrograms

October,January,andMay

InProgress

3 TradingPartners(Part1),suchas:

• FNSelectronicdisqualifications(eDRS)

• CMSMedicarebuy-in• SSAonlinequeryand

prisonermatch• DLTinterfaces(i.e.

WorkOpportunitytaxcredit)

Addinterfaceswithadditionaltradingpartners

SNAPMedicaidAllRIWorks

January,2017 InProgress

4 PassiverenewalsforMedicaid ImplementMedicaidpassiverenewalfunctionalityintoRIBridges.

MedicalJanuary,2017 InProgress

5 90-dayQHPVerificationBatch The90-dayQHPverificationbatchanalyzesoutstandingverificationsforQHPrecipientsandtakesthenecessaryaction

Exchange

January,2017 InProgress

6 DisasterSNAP-Part2(QCandprogramdenial)

IntegrateDSNAPprogramdenialandQCfunctionalityintoRIBridges

SNAPJanuary,2017 InProgress

7 Medicaid1095BImplementation

IntegrateMedicaid1095-BformsandassociatedadminfunctionalityintoRIBridges

MedicaidJanuary,2017 InProgress

8 TradingPartners(Part2),suchas:

• Dept.ofTransportationaddressmatch

• Stellarwarenewhirematch

• NationalDirectory

Addinterfaceswithnewtradingpartners

Allprograms

May,2017 InProgress

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Conclusion:

fornewhires• RacetotheTop

program• TreasuryOffset

Program• FederalImmigration

Verification(USCIS)9 Newcorrespondences -BillforSchoolHours

-AgeExemptionRequestForm-ChangetoSchoolAgeEligibility-EarnedIncomeTaxCredit-MonthCountedagainsttimelimit-NoPayNotice-MonthCountedagainsttimelimit-OutofStateNotice-SchoolLunchDirectCertificationLetter-TraditionalSchoolLunchLetter-BikeHelmet

ChildCare

May,2017 InProgress

10 Childcareuniondues DHSrecentlysignedanewagreementwiththeCCAPProviderUnion.Asaresult,therearenewsystemrequirementsincludingchangesinissuancetoallowforunionfees,politicalactiongroupcontributions,directdepositincentives,etc

ChildCare

May,2017 InProgress

11 Kiosksforlocalofficelobby ImplementKiosksforcheck-in/check-outwithticketprintingandotherfunctionality

AllPrograms

May,2017 InProgress

12 FRED/Fraud(fraudinvestigationtracking)

Integrateend-to-endFRED/FraudfunctionalityintoRIBridges

AllPrograms

May,2017 InProgress

13 APTCoverridefunctionality EnhanceAPTCoverridefunctionalityinRIBridges

HSRI May,2017 InProgress

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RhodeIslandcontinuestovalueFNS’closecoordinationandsupportasweworkthroughthemanyissuesandconcernsthatinevitablyariseintheimplementationofacompletelynewIntegratedEligibilityandEnrollmentsystemforallhealthandhumanservicesprograms.WeinviteandexpectfeedbackandinputbaseduponthisCorrectiveActionPlanandwelcometheongoingassistance,guidanceandpartnershipofUSDA/FNS.RhodeIslandexpectsthattheimplementationofthisCorrectiveActionPlanwillbeacooperativeeffortwithopencommunicationbetweenRhodeIslandtheFNSaswellasongoingweeklyreportingfromRhodeIslandonthegoalsandcommitmentsinthisCorrectiveActionPlan.RhodeIslandremainconfidentthatthetechnology,processandinfrastructureimprovementsalreadyinplace,alongwiththosescheduledandinprocess,willenableRhodeIslandtooperateafullycompliantSNAPprogramandbestservetheneedsofRhodeIslanderswhorelyuponSNAPtoenhancetheirfoodsecurity.