BUDGET pRESENTATION
Michigan Department of Health & Human Services
MDHHS’ New Integrated Service Delivery System Strategy Overview
2017 MCA Annual Conference July 12, 2017 Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
“
“
“Households across Michigan… cannot afford the basics - housing, child care, food, health care and transportation. When households face difficult economic conditions and cannot afford basic necessities, they are forced to make difficult choices and take risks that have consequences for their households and their communities.”
The Vision We Share: Transform the Health and Human Services system to improve the lives of Michigan families.
Strategic Objectives • • •
Deliver services in ways that recognize and support the unique needs of each person. Work with partners who support and aid people in achieving selfsufficiency and independence. Educate and encourage individuals and communities to support healthy behaviors and lifestyles.
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
2
Integrated Service Delivery: A Three Year Transformation Today: Program Focus Transactional and enrollment focused Siloed service delivery that does not solve the root problem Manual processes that add layers of duplication
Program focus
Limited supports that focus on a finite segment
Overloaded case workers
Tomorrow: Person Focus Holistic, proactive, and preventative approach focused on outcomes Government and communities collaborating to serve customers better
Highly automated, streamlined with self-service capabilities
Person focus
Providing well-rounded, localized and targeted support to maximize results Case workers focusing on people to improve outcomes
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
3
Current Focus: ISD and Project Re:Form • Integrated Service Delivery • MI Bridges (New)- An online experience guiding residents through a process which assesses needs and connects them to resources, both state programs and community organizations, which improve stability. • Universal Caseload and Contact Center Technology- A casework system which assigns tasks to staff members working on a specific part of the casework process as well as a streamlined customer contact point which better manages incoming phone calls and offers more self-service options. • Project Re:Form • A new paper application for MDHHS assistance programs which substantially shortens the application experience and reduces complexity.
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
4
MI Bridges (New) Today
•
MDHHS’ current MI Bridges system allows residents to apply for some benefit programs and complete some self-service tasks like reporting a change or checking benefits status
FY17 Transformation
•
Opportunity
•
MDHHS can make the experience of accessing benefits and other supports simpler, more comprehensive, and more proactive
•
•
MDHHS is developing a new MI Bridges to guide residents through a process which assesses their needs and connects residents with resources (including community programs and organizations through a partnership with 2-1-1) that meet those needs to improve stability over time MI Bridges will make common MDHHS processes easier for residents, improving their experience and providing more options for self-service MI Bridges will help community partner organizations play a more significant role in helping residents access benefits and supports
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
5
MI Bridges Pilot Features For All MI Bridges Users •
Explore Services and Resources
•
Choose Topics of Interest To Drive NeedsBased Processes
•
Complete a Dynamic Needs Survey
•
Receive Recommended Resources to Support Needs
For MDHHS Assistance Program Customers •
Apply for Benefits
•
Renew Benefits
•
View Post-Application Information
•
View Current Benefits Information
•
View Correspondence
•
Upload Documents
•
Report Changes
•
Choose/Locate Additional Resources
•
Request Navigation Support from Partner
For Community Partners
Organizations
•
Complete Partner Registration
Send Electronic Referrals to Partner
•
Receive Navigation Requests
•
Receive User Referrals
•
View User Information (With Consent)
•
Securely Message with Users
•
View User Assistance Metrics
•
Organizations •
Securely Message with Partners
•
Manage Information Sharing Consent
•
Receive Electronic Notifications
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
6
MI Bridges User Testing To-Date •
•
•
Intensive user testing interviews are being conducted in advance of the pilot start date, focused on some of the newest features of MI Bridges that are part of the pilot in Muskegon County Significant refinements to the original design concepts have been made as a result of this testing, which should support a more positive user and partner experience Testing will continue, and MDHHS’ testing partner will be working with pilot participants to incorporate their experiences and feedback as well
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
7
MI Bridges Community Partner Roles • For statewide launch, MDHHS is working to support the roles of multiple types of partners through the new MI Bridges, including: – Navigation Partners: Organizations which provide individualized assistance to residents in using MI Bridges, accessing services and resources, applying for benefit programs etc. – Resource Referral Partners: Organization which provide one or more services within communities that receive electronic referrals through the MI Bridges – Access Partners: Organizations which provide access to the MI Bridges by making computers or other similar/related devices available to community members
• Partner organizations may play one or several of these roles simultaneously depending on the type of organization • Each type of partner role will come with corresponding training and supportive activities such as outreach materials • All partners will be asked to register through MI Bridges – Registration will first occur at an organizational level and then, once approved, individual users from the organization will complete their registration Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
8
What’s Happening Next • •
•
MDHHS will be releasing new MI Bridges technology for a pilot in Muskegon County on September 9th, with the pilot official beginning September 12th Refinements from the pilot experience will be incorporated in a second technology release planned for January 20, 2018, in advance of the transition period for current MDHHS customers statewide to move to the new MI Bridges which begins January 22nd Community partner registration and training for partners outside the Muskegon County pilot will begin in late-October –
•
MDHHS is engaging a statewide Partner Advisory Committee in planning efforts to prepare
MDHHS will launch the new MI Bridges system across the state beyond current customers on March 12, 2018
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
9
Universal Caseload Management Today
•
A MDHHS customer’s casework is managed by one local office staff member from start to finish, requiring staff members to maintain large caseloads and expertise on all casework tasks
FY17 Transformation
•
•
Opportunity
•
MDHHS can make casework tasks more efficient to ensure timely and accurate service for customers as well as improve caseload balance for local office staff
•
MDHHS is developing a universal caseload management system where casework tasks are assigned to groups of staff members working on a specific part of the casework process Instead of one staff member being responsible for all tasks in their caseload, casework will be shared across teams and offices Universal caseload will support a better work experience for MDHHS staff and an improved customer experience as a result of faster casework processes
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
10
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
11
Contact Center Technology Today
•
The majority of MDHHS customer phone calls are directed to a single local office staff member assigned to each customer
FY17 Transformation
•
•
Opportunity
•
•
MDHHS can provide an easier way to reach the Department, including more self-service for simple interactions MDHHS can improve the timeliness of customer contacts and significantly lower or eliminate unanswered contacts
•
MDHHS is implementing new technology to provide one phone number for most customer questions and interactions That phone number will offer selfservice options over the phone and route customer calls to the most appropriate team to help As part of Universal caseload, some MDHHS local office staff will be organized in a virtual contact center team, managing incoming phone calls that would have previously been answered by a single assigned caseworker in real time
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
12
What’s Happening Next •
MDHHS will begin a pilot in two counties for Universal Caseload and Contact Center Technology in January 2018
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
13
Project Re:Form Today
•
MDHHS uses multiple paper application forms which can lead to a long and sometimes confusing experience for customers, as well as often incorrect application information for MDHHS staff Opportunity
•
MDHHS can make the experience of accessing benefits and other supports simpler and more comprehensive
FY17 Transformation
•
•
MDHHS has developed a new, integrated assistance program application through a human-centered design process in partnership with Civilla The new application is shorter (both in time and in pages), dynamic based on the programs being applied for, visually designed to streamline and improve customer experience, and reoriented to focus on application information that is practical to collect in a paper form
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
14
Pages 42
18
Words 18,409
3,950 Questions
1,024
220
Details above are approximate as of the time of presentation.
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
15
15
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
16
16
What’s Happening Next •
The new paper application created through Project Re:form will also be launched on January 22nd (the same day as transitions begin to the new MI Bridges)
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
17
Michigan Department of Health & Human Services
Next Steps and Discussion
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
Partnership with Community Action Agencies • Opportunity to engage in new types of MI Bridges partnership • Opportunity to exercise community leadership in recruiting MI Bridges partners • Opportunity to ensure the quality and comprehensiveness of community resource data through 2-1-1
• Opportunity to utilize the framework and data feedback loop built within the new MI Bridges to receive stronger service reporting
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
19
MDHHS’ New Integrated Service Delivery System Strategy Overview
2017 MCA Annual Conference July 12, 2017 Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
“
“
“Households across Michigan… cannot afford the basics - housing, child care, food, health care and transportation. When households face difficult economic conditions and cannot afford basic necessities, they are forced to make difficult choices and take risks that have consequences for their households and their communities.”
The Vision We Share: Transform the Health and Human Services system to improve the lives of Michigan families.
Strategic Objectives • • •
Deliver services in ways that recognize and support the unique needs of each person. Work with partners who support and aid people in achieving selfsufficiency and independence. Educate and encourage individuals and communities to support healthy behaviors and lifestyles.
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
2
Integrated Service Delivery: A Three Year Transformation Today: Program Focus Transactional and enrollment focused Siloed service delivery that does not solve the root problem Manual processes that add layers of duplication
Program focus
Limited supports that focus on a finite segment
Overloaded case workers
Tomorrow: Person Focus Holistic, proactive, and preventative approach focused on outcomes Government and communities collaborating to serve customers better
Highly automated, streamlined with self-service capabilities
Person focus
Providing well-rounded, localized and targeted support to maximize results Case workers focusing on people to improve outcomes
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
3
Current Focus: ISD and Project Re:Form • Integrated Service Delivery • MI Bridges (New)- An online experience guiding residents through a process which assesses needs and connects them to resources, both state programs and community organizations, which improve stability. • Universal Caseload and Contact Center Technology- A casework system which assigns tasks to staff members working on a specific part of the casework process as well as a streamlined customer contact point which better manages incoming phone calls and offers more self-service options. • Project Re:Form • A new paper application for MDHHS assistance programs which substantially shortens the application experience and reduces complexity.
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
4
MI Bridges (New) Today
•
MDHHS’ current MI Bridges system allows residents to apply for some benefit programs and complete some self-service tasks like reporting a change or checking benefits status
FY17 Transformation
•
Opportunity
•
MDHHS can make the experience of accessing benefits and other supports simpler, more comprehensive, and more proactive
•
•
MDHHS is developing a new MI Bridges to guide residents through a process which assesses their needs and connects residents with resources (including community programs and organizations through a partnership with 2-1-1) that meet those needs to improve stability over time MI Bridges will make common MDHHS processes easier for residents, improving their experience and providing more options for self-service MI Bridges will help community partner organizations play a more significant role in helping residents access benefits and supports
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
5
MI Bridges Pilot Features For All MI Bridges Users •
Explore Services and Resources
•
Choose Topics of Interest To Drive NeedsBased Processes
•
Complete a Dynamic Needs Survey
•
Receive Recommended Resources to Support Needs
For MDHHS Assistance Program Customers •
Apply for Benefits
•
Renew Benefits
•
View Post-Application Information
•
View Current Benefits Information
•
View Correspondence
•
Upload Documents
•
Report Changes
•
Choose/Locate Additional Resources
•
Request Navigation Support from Partner
For Community Partners
Organizations
•
Complete Partner Registration
Send Electronic Referrals to Partner
•
Receive Navigation Requests
•
Receive User Referrals
•
View User Information (With Consent)
•
Securely Message with Users
•
View User Assistance Metrics
•
Organizations •
Securely Message with Partners
•
Manage Information Sharing Consent
•
Receive Electronic Notifications
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
6
MI Bridges User Testing To-Date •
•
•
Intensive user testing interviews are being conducted in advance of the pilot start date, focused on some of the newest features of MI Bridges that are part of the pilot in Muskegon County Significant refinements to the original design concepts have been made as a result of this testing, which should support a more positive user and partner experience Testing will continue, and MDHHS’ testing partner will be working with pilot participants to incorporate their experiences and feedback as well
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
7
MI Bridges Community Partner Roles • For statewide launch, MDHHS is working to support the roles of multiple types of partners through the new MI Bridges, including: – Navigation Partners: Organizations which provide individualized assistance to residents in using MI Bridges, accessing services and resources, applying for benefit programs etc. – Resource Referral Partners: Organization which provide one or more services within communities that receive electronic referrals through the MI Bridges – Access Partners: Organizations which provide access to the MI Bridges by making computers or other similar/related devices available to community members
• Partner organizations may play one or several of these roles simultaneously depending on the type of organization • Each type of partner role will come with corresponding training and supportive activities such as outreach materials • All partners will be asked to register through MI Bridges – Registration will first occur at an organizational level and then, once approved, individual users from the organization will complete their registration Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
8
What’s Happening Next • •
•
MDHHS will be releasing new MI Bridges technology for a pilot in Muskegon County on September 9th, with the pilot official beginning September 12th Refinements from the pilot experience will be incorporated in a second technology release planned for January 20, 2018, in advance of the transition period for current MDHHS customers statewide to move to the new MI Bridges which begins January 22nd Community partner registration and training for partners outside the Muskegon County pilot will begin in late-October –
•
MDHHS is engaging a statewide Partner Advisory Committee in planning efforts to prepare
MDHHS will launch the new MI Bridges system across the state beyond current customers on March 12, 2018
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
9
Universal Caseload Management Today
•
A MDHHS customer’s casework is managed by one local office staff member from start to finish, requiring staff members to maintain large caseloads and expertise on all casework tasks
FY17 Transformation
•
•
Opportunity
•
MDHHS can make casework tasks more efficient to ensure timely and accurate service for customers as well as improve caseload balance for local office staff
•
MDHHS is developing a universal caseload management system where casework tasks are assigned to groups of staff members working on a specific part of the casework process Instead of one staff member being responsible for all tasks in their caseload, casework will be shared across teams and offices Universal caseload will support a better work experience for MDHHS staff and an improved customer experience as a result of faster casework processes
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
10
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
11
Contact Center Technology Today
•
The majority of MDHHS customer phone calls are directed to a single local office staff member assigned to each customer
FY17 Transformation
•
•
Opportunity
•
•
MDHHS can provide an easier way to reach the Department, including more self-service for simple interactions MDHHS can improve the timeliness of customer contacts and significantly lower or eliminate unanswered contacts
•
MDHHS is implementing new technology to provide one phone number for most customer questions and interactions That phone number will offer selfservice options over the phone and route customer calls to the most appropriate team to help As part of Universal caseload, some MDHHS local office staff will be organized in a virtual contact center team, managing incoming phone calls that would have previously been answered by a single assigned caseworker in real time
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
12
What’s Happening Next •
MDHHS will begin a pilot in two counties for Universal Caseload and Contact Center Technology in January 2018
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
13
Project Re:Form Today
•
MDHHS uses multiple paper application forms which can lead to a long and sometimes confusing experience for customers, as well as often incorrect application information for MDHHS staff Opportunity
•
MDHHS can make the experience of accessing benefits and other supports simpler and more comprehensive
FY17 Transformation
•
•
MDHHS has developed a new, integrated assistance program application through a human-centered design process in partnership with Civilla The new application is shorter (both in time and in pages), dynamic based on the programs being applied for, visually designed to streamline and improve customer experience, and reoriented to focus on application information that is practical to collect in a paper form
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
14
Pages 42
18
Words 18,409
3,950 Questions
1,024
220
Details above are approximate as of the time of presentation.
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
15
15
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
16
16
What’s Happening Next •
The new paper application created through Project Re:form will also be launched on January 22nd (the same day as transitions begin to the new MI Bridges)
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
17
Michigan Department of Health & Human Services
Next Steps and Discussion
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
Partnership with Community Action Agencies • Opportunity to engage in new types of MI Bridges partnership • Opportunity to exercise community leadership in recruiting MI Bridges partners • Opportunity to ensure the quality and comprehensiveness of community resource data through 2-1-1
• Opportunity to utilize the framework and data feedback loop built within the new MI Bridges to receive stronger service reporting
Putting people first, with the goal of helping all Michiganders lead healthier and more productive lives, no matter their stage in life.
19
