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Through Innovative use of Technology and Process Enhancements

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Florida recently moved to a statewide centralized Mail/Scan operation for all documents received by the program. ACCESS Document Imaging (ADI) Centralized Mail Center, performs supportive activities related to processing client information and documentation needed for determining eligibility for public assistance programs. Such activities include, but are not limited to, processing and scanning physical mail and indexing electronic documents into client files in the ADI System.

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Standardization of Processes Changing policies Technological Enhancements Document database, web application, call centers, MyACCESS Account (MAA) Transition to Process Centers and Store Fronts Establishing a paradigm shift Establishment of Community Partners Creating a network

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Chart with current state data: Current caseload by program & total unduplicated client count, volume of documents, community partners

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Initial directive to Outsource the Mail & Scan Operations Challenges surfaced with the privatized model Issues with Key Performance Measures caused significant backlog Prompting Florida to regain oversight of the process

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Central Region team assembled to analyze issues and work towards resolution. Budget and staffing analysis in development to determine ability to set up internal operation Transition services from vendor to department Strategize for future state of Florida Mail/Scan

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The Document Management Center (DMC) is staffed with 125 Indexers, 5 Training and Development Specialist (Supervisors) 1 Training and Development Specialist (Lead). The DMC Center receives approximately 800,000 documents per month. Documents are submitted by fax, mail and scanned Customers can submit documents via MyAccount. Document types include: verification for income, shelter, medical expenses, prescriptions, legal documents, hearing forms, applications

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MONTHRECEIVED BY MAIL RECEIVED ELECTONIC INDEXED#RETURNED MAILTOTAL FOR ALL DOCUMENTS DEC11906439505132540077908514115 JAN141307446797399657107965588104 FEB12450451716252737490714641666 MAR145273372787637555105055518060 APR140252446303715804105068586555 MAY151194452227709313103034603421 JUN147058476329719509112631623387

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All documents are currently available to Case Workers within 2 hours of receipt. Contracted requirement is 4 hours. Electronic Documents: Average time to index a document is 1.67 min. If key identifiers are available. (Case#, SS#, Pin#, first and Last name or address Physical Documents: Once received takes an average of 20min to sort and open. If all key identifiers are on the document takes an average of 5-10 sec to prep for scanning and date stamp. Once all regular mail is scanned in it is then indexed. Average time to index a document is 1.67 min. If key identifiers are available. Returned Mail: Takes about 4-6 sec. to take out of envelope and place yellow postal sticker. Average time to index a document is 36 sec. If key identifiers are available

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Optical Character Recognition (OCR) capture as much information as possible through OCR Automate the routing of documents Notify customers through MyAccount when documents are indexed and how routed Enhance Doc Imaging data reports for both management of indexing documents and processing documents

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Remove Courtesy Notifications and install logic of who is notified when a document is indexed Identify a document as worked Ability to view a Type list of all documents archived into a case Phone Application

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Staffing Technology Bandwidth Hardware computers, high speed scanners, mail opener Returned Mail DTTPO Close coordination between the field and centralized location COMMUNICATION

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