Self Service Portal:Foundation of Eligibility Modernization

February, 2012

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New Business Processes

With rising caseloads, more efficient technology and business processes are needed.

WORKLOAD

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Modernization Goals

• Improve the efficiency of eligibility policies and processes to obtain the best possible use of public funds– Maximize benefits of available technology– Remove unnecessary or redundant policies and procedures– Identify policies and processes that improve productivity and/or

accountability• Reduce agency demand on eligibility staff resources

– Reduce need for overtime– Lower workplace stress– Increase staff retention

• Improve the experience of agency customers– Improve clarity and immediacy of communication– Provide additional points of access for services

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Self Service Portal is the Foundation of Modernization

Increasing use of automation is more efficient for clients, staff, and the state. The SSP provides the basis for modernizing the way eligibility is determined.

– HB 1, HHSC Rider 74 directs HHSC to promote online submissions of applications for benefits administered by the agency

– Enables client self-sufficiency by providing access to HHSC information 24/7

– Anywhere and whenever convenient and comfortable for client– Equipment is available through some local offices and

partnerships with Community Based Organizations (CBOs)– More online access to case information increases ability to

manage your own case– Streamlines processing for staff and increases productivity:

client does data entry, information is automatically transferred from SSP to TIERS, and additional information requested through SSP reduces interview time

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Technology Use by Low Income Population

With increased access to cell phones, computers, and the Internet acrossall income levels, there is an increasing demand for self service options toutilize these tools.• Majority of low-income Americans have significant access to the

Internet. – 77% of Americans with incomes below $25,000 have Internet

access

Source: Association of Progressive Rental Organizations, 2010

– Of Americans with incomes below $30,000 who access the Internet, 43% have visited a government website, 39% use email, and 46% use online search engines to find information. Source: Pew Internet & American Life Project, 2010

• Majority of low-income Americans have cell phones. – 71% of Americans with incomes below $30,000 have a cell phone.– Of the 71%: 68% send texts; 34% access the Internet; 27% access email

Source: Pew Internet & American Life Project, 2010

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Demand for Self Service Options in Eligibility

• Many states have implemented online applications, renewals and other self service options.

– 37 states have SSP and have online SNAP applications– 15 states have online SNAP re-determinations– 19 states allow individuals to submit changes online and manage their case

Sources: each state’s eligibility portal, current as of February, 2012

– 16 states allow individuals to view their benefitsSource: Center on Budget and Policy Priorities, data from 2010

• Several states have experienced a high utilization of their online system.

– In Florida 90% of applications are filed onlineSource: Florida Department of Children and Families press release, October 3, 2011

– In Utah 70% of applications are filed online Source: Kathy Link, Utah MyCase Demonstration Presentation. October 2011

• Although there has been no promotion of self service options and limited functionality in Texas, utilization has steadily increased over time.

YourTexasBenefits.com – Applications SubmittedSeptember 2010 – January 2012

33,562

26,111

16,674

15,73014,404

20,867

16,910

21,217

21,226

24,28125,871

26,369

32,70531,153

29,940

29,468

15,600

10,000

15,000

20,000

25,000

30,000

35,000

Sep-10

Oct-10

Nov-10

Dec-10

Jan-11

Feb-11

Mar-

11

Apr-11

May

-11

Jun-11Jul-1

1

Aug-11

Sep-11

Oct-11

Nov-11

Dec-11

Jan-12

*Updated January 2012

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YourTexasBenefits.com Address Changes Submitted by Clients

May 2011 – January 2012

*Updated January 2012

3,338

2,565

2,672

1,909

730

1,678

2,6862,778

2,806

500

1,000

1,500

2,000

2,500

3,000

3,500

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YourTexasBenefits.com – Uploads by Community Based Organizations

September 2011 – January 2012

670

440

526

391

292

250

350

450

550

650

*Updated January 2012

Accept Applicationsfrom Previous and

Existing Clients

ReportAdditionalChanges

All Clients: •Create an account•View Case Details

•Change Address/Phone Print temp Med ID card

CBOs upload docs

Submit Redeterminations

View Correspondence

Online

E-mail and TextCommunication

Integrate withThird-PartyApplications

UploadDocuments

OnlineChat

New Applicants:• Create an Account

•Submit an ApplicationPrescreening

Cu

rren

tC

apab

ilit

ies

Fu

ture

En

han

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ents

Self Service Features

Under Consideration for August and December ‘12

April ‘12

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Advantages of Self Service for Clients

• Easy, convenient access to services − Online services available 24/7

• Fewer office visits and shorter wait times− Apply at convenience; not transportation or time dependent− Access to renewals, changes, account status updates, notifications, and

Med IDs without visiting an office

• Interview time reduced− More client information is collected through SSP, decreasing the time

necessary for the interview− Requesting federal flexibility to allow for automated interviews through the

SSP, which may eliminate some interviews

• Fewer verification documents have to be obtained by staff− Agency verifies client statements through automated links to data broker

services, reducing the need for clients to provide supporting documents− Clients will be able to upload documents electronically and immediately

confirm receipt online, saving time and reducing office visits

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Advantages of Self Service for Staff

• Reduces overall workload− Data entry done by the client and transferred directly into TIERS− Automatic verification and processing of some changes

• Easier verification processes− Improved verification information in data broker and other online

sources− Automatic checks with federal systems to recertify cases and verify

client identity• Reduced lobby traffic and calls to the office

– Fewer interruptions increases staff productivity

• Creates opportunities for telework and/or alternative hours

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Advantages of Self Service for the State

• Increased efficiency and reduced reliance on overtime− Efficiencies gained by reduced data entry, automated verifications,

and other automated processes− Allows workers to focus on core function – determining eligibility

• Enhanced verification processes− Identity authentication steps taken on the SSP− Ensures verifications are conducted since the process is

automated• Reduced costs

– Self service options less costly than call centers– Documents can be uploaded directly which saves on imaging

costs– Mail costs can be reduced by delivering client notices

electronically– Reductions in workload can result in less overtime

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Strategy for Increasing Utilization of Self Service

• Some clients will need assistance with online activities– 21% of all American adults do not use the Internet or email from any

location, and the majority of these individuals have little exposure to being online.

– 61% of non-Internet users report they would need assistance getting online.

Source: Pew Internet & American Life Project, 2010

• Assistance will be provided to clients to increase utilization of self service options– Technology and education in local offices– Partnerships with CBOs

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Increasing Utilization of Self Service – Local Offices

Local Office Actions• Computers, telephones, and copy/fax/scanners will be available in

lobbies for client use.• Staff will assist clients in creating an account and using self service

features.– A current pilot of computers in lobbies in 5 offices has shown

encouraging results in increasing SSP utilization.

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Increasing Utilization of Self Service – CBOs

Community Based Organizations • Many CBOs help currently assist clients in applying for benefits as part

of their mission • CBOs are partnering with HHSC to assist clients through the self

service portal– HB 2610, 82nd Regular Session directs HHSC to train and certify

volunteers and staff (navigators) of faith and community based organizations to assist individuals applying for public benefits

• A CBO network can:– Allow clients to access eligibility information at convenient

locations outside the office– Educate clients about SSP which facilitates future access from

other locations– Help clients upload necessary documents

• CBOs will be able to track the number of clients they assist which is helpful for them to report to their boards and grantors

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Increasing Utilization of Self Service – Outreach Campaign

Outreach Campaign• HHSC is developing an outreach materials to increase client

awareness and education about self service opportunities on YourTexasBenefits.com.

• HHSC is examining structure of current CBO outreach contracts to redirect the focus on developing a community partner network.