Using T e c hnology to Impr ove Soc ial Se r vic e De live r y T he Ne w Yor k City E xpe r ie nc e May 28, 2014 L inda Gibbs - Blo o mbe r g Asso c iate s
Problem: Effective coordination of client services is hampered by siloed agency data and management systems 2
Solution: 1.Connect multiple, disparate data systems to rationalize fractured client demographic and engagement data HHS Connect 2.Replace idiosyncratic agency procurement systems with a master service contract shared by all public agencies HHS Accelerator 3
HHS-Connect – Federated IT data system • Multiple Access Channels • Cross-Program Data • Online Search & • Resource Optimization Application Tools • Holistic View of Client • Client Information information Record • Electronic Case Files & • Single , Consolidated Automated Forms View of Information • Ability to Manage information Client Provider Worker Agency • Holistic View of Client information • Cross-Agency Data • Electronic Case Files & • Resource Optimization Automated Forms • Employee Retention • Collaborative Case management 4
ACCESS NYC: Over 3.6 Million Visits and 1 Million+ Accounts Created ACCESS NYC allows New Yorkers to screen for eligibility for over 30 City, State, and Federal benefit programs. Residents can learn how to apply, print out application forms, and determine agency locations where they can go to apply. ACCESS NYC is available in seven different languages and is fully integrated with 311 and nyc.gov. ACCESS NYC can be accessed over the internet and surveys have shown that residents use it at home, libraries, community based organizations and several agency locations. ACCESS NYC provides online applications for School Meals, Medicaid renewals, rent increase exemption programs (SCRIE and DRIE), and Supplemental Nutrition Assistance Program (SNAP). It is the foundation for HRA’s virtual office reengineering.
Worker Connect – full knowledge of client and household status Worker Connect Agency Data Source Systems HRA HRA DHS ACS DOF NYCHA Doc Mgmt Locate Verify Child Parent Relative Non- Household Address Enrollment/ Income Identity custodial composition Benefit status parent Confirm a Locate Potential Initiate child Identify Investigate Determine Verify Accessing child’s parents placement support potential reports of services client Medicaid documents child abuse is eligible to eligibility for verifying whereabouts for for child proceedings caregivers (esp. non- Newborn and/or /services (e.g., or neglect receive HHC identity will school age Home Potential enforcement for children, (e.g., confirm reimburse- facilitate children) Visiting diversion physically Track child care ment applying for Program from disabled) location of enrollment , benefits and probationers medical Verify for services (NHVP) homeless shelter Identify assistance) SCRIE and additional at- HEAP risk children eligibility 6
HHS Accelerator - Improving NFP Business Processes • 220 programs across 11 Mayoral HRA HPD DFTA CJC Agencies 1 • Average of over 15 months from issuance of RFP to contract registration DJJ 1 DYCD DHMH SBS • Decentralized, non-standard development of procurements, reimbursement rates, and service ACS DHS DOP DOC area framework • Low capacity for cross-agency coordination, performance assessment and consistent rate payment Housing Support After School Group Homes Programs Transpor- tation Behavioral Child Care Health Primary Care Family Shelter Employment Support Services 1 DJJ has subsequently merged with ACS 7
HHS Accelerator Centralized Team within Procurement Method System the Mayor’s Office City rule change sets A centralized team A document vault; out how client of staff in the areas client services services are of taxonomy; procured by NYC and establishes the prequalification authority of the HHS Procurement, application; Accelerator Director. Financial procurement Management, management; Technology, Data budget, invoice, and Analytics and payment management; responsible for the all major management and components of the oversight of human system that services facilitates our procurement. work. 8
HHS Accelerator System Overview: Solution Architecture HHS Accelerator Providers/Vendors HHS Agencies UI Portal Application, Browser-based Document Vault HS Taxonomy Prequalification • Vendor Profile Activities , Functions • Business Application • • Document Storage Geography • Service Application • Application • Document Sharing Languages • Regulatory • Basis of Prequal Compliance alerts • RFP Management Financials Interfaces • Procurement • Agency Config • FMS Roadmap • Contract Budgets • Agency CM Systems • Proposal Submission • Invoice, Payment • APT • Evaluation, Scoring • Budget Modification Core Business Functionality Reporting Accelerator FMS and APT Data & CPR Database outbound files Data repositories and sources Current HHS Accelerator Solution 9
Key Lessons • Shared vision and mission – common goals that bind • Executive Steering Committee – maintain shared commitment • Able and trusted staff – Technology – Program & policy – Legal – City management • Phased implementation, foundation building 10
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