The Next Steps Local Business Process Improvement after Statewide - PowerPoint PPT Presentation

The Next Steps Local Business Process Improvement after Statewide Systems Implementations or Enhancements Carla Smith, Crawford County, PA Gertrude L. ( Midge ) Holland, Esq. Delaware Division of Child Support Enforcement Mike Cianfichi, Bucks County PACSES Administrator/Training Supervisor ERICSA 52 nd Annual Training Conference & Exposition ▪ April 26 – 30 Hershey Lodge ▪ Hershey, Pennsylvania

The Next Steps Local Business Process Improvement after Statewide Systems Implementations or Enhancements Carla Smith, Crawford County, PA ERICSA 52 nd Annual Training Conference & Exposition ▪ April 26 – 30 Hershey Lodge ▪ Hershey, Pennsylvania

Crawford County, PA  Located in NW PA, Crawford County borders both Trumbull and Ashtabula Counties in OH  2,266 cases in Crawford County  418,860 cases in PA ERICSA 52 nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Building Blocks P ayment S core C alculator P erformance I mprovement M odule PA C hild S upport E nforcement S ystem 1998 2009 2011 ERICSA 52 nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

PIM – Prioritize & Filter ERICSA 52 nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

PIM - Less is More ERICSA 52 nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

PIM – Management Advantages ERICSA 52 nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

PSC  Proactive approach to case management  Effective business process for obtaining consistent payments  Probability of payment-Predictive Modeling  Improved efficiency Right People Right Services ERICSA 52 nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Step 1 ERICSA 52 nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Step 2 Current Support Collected Percentages Enforcement Conference Phone Call PSC 1 95.91% 74.98% PSC 2 88.79% 111.49% PSC 3 102.20% 101.13% PSC 4 99.68% 95.48% ERICSA 52 nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Step 3 PROJECT RESULTS % Current Start Change % % Current % Current Change % Arrears Pd Arrears Pd % Current End MTD MTD MTD Start FYTD End FYTD FYTD Start End 62% 89% 27 73% 79% 6 52 75 PSC 1 81% 91% 10 82% 85% 3 61 84 PSC 2 ERICSA 52 nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

What’s Next? ERICSA 52 nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Next Steps: Maximizing DECSS Effectiveness to Improve Agency Performance Gertrude L. ( Midge ) Holland, Esq. Delaware Division of Child Support Enforcement ERICSA 52 nd Annual Training Conference & Exposition ▪ April 26 – 30 Hershey Lodge ▪ Hershey, Pennsylvania

Background  Beginning in 2007 , Delaware entered into a multi-year planning and implementation process to replace an information system that was over 25 years old.  A certified transfer system was selected and a decision was made to minimize customization costs by changing our business processes to match the transfer system functionality wherever feasible. ERICSA 52 nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Background, countinued  To facilitate the transition, a comprehensive business process reengineering study was completed which compared the transfer functionality to the current Delaware business processes.  The BPR results were used to inform the requirements validation effort during system design. ERICSA 52 nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Background, countinued The new system went live on October 1, 2013 and the warranty period ended on September 30, 2014. The system was functioning primarily as designed, But….. ERICSA 52 nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

The Problem  Our self –  There were assessment was unforeseen “gaps” not quite what we between system had expected. functionality and business processes  The Business which seemed to be Intelligence affecting information the performance. system provides was not yet being used to manage performance expectations. ERICSA 52 nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

The Problem Cases Where Cases Where Efficiency Rate Previous Federal Required Required Activity 10/1/2013- Year’s Minimum Criterion Activity Occurred within 9/30/14 Efficiency Standard (Universe) Occurred or Timeframe Rate Should Have Occurred Case Closure 50 27 54% 90% 100% Establishment 145 94 65% 75% 44% Enforcement 150 109 73% 75% 60% Disbursement 50 50 100% 75% 100% Medical 134 41 31% 75% 48% Review and 99 84 85% 75% 82% Adjustment Intergovernmental 100 51 51% 75% 33% Services Expedited Process 75 75 100% 75% 100% (6 months) Expedited Process 75 75 100% 90% 100% (12 months) ERICSA 52 nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

The Solution  The Division leadership decided to engage in a strategic planning effort to identify the organization’s strategic direction and to develop a realistic plan to execute the strategies and monitor results. ERICSA 52 nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

The Process  Hired a consultant to facilitate the process and document results .  The consultant  Conducted individual interviews with members of leadership team .  Held a series of facilitated meetings of the leadership group to address decisions about strategic priorities and action plans . ERICSA 52 nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

The Process The discussions focused on: Where have we been and where are we now?  Where do we want to be?   Set Goals : Desired end results after three or more years to fulfill organization’s vision; provide framework for planning; provide strategic direction for the program.  Set Objectives: Specific measureable targets for accomplishment of a goal. How will we get there?   Strategies/Action Plans: Detailed descriptions of the steps used to realize an objective. Who does what by when? How will we measure our progress ?   Performance Measures: Both Federal and Division defined performance measures for agency, managers and staff. ERICSA 52 nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

The Results  A renewed commitment to our Mission  The Mission of the Division of Child Support Enforcement (DCSE) is to promote family independence by reducing dependency of single parent households through the collection of monetary child support payments and medical support from non-custodial parents.  A new Vision statement  “We see a fine-tuned organization comprised of capable, caring staff who provide exceptional customer service and achieve superior levels of performance.” ERICSA 52 nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

The Results  Established 8 primary goals  Goal 1.0 To ensure leadership communication is clearly and efficiently  delivered.  Goal 2.0 To develop a useful resource for staff that includes policy,  procedures and business processes.  Goal 3.0 To clearly define organizational unit responsibilities.   Goal 4.0 To develop effective education plans for new staff, existing staff  and supervisors. ERICSA 52 nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

The Results  Established 8 primary goals  Goal 5.0 To create clear expectations for supervisors and managers (input  to goal 4.0).  Goal 6.0 To reinforce staff’s identification with customer service as their  job.  Goal 7.0 To resolve all issues on cases by reviewing the whole case and  being proactive.  Goal 8.0 To establish performance expectations for all levels within the  DCSE. ERICSA 52 nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

The Results  Developed an extensive task list designed to achieve goals over a set period of time.  Identified resources by name or unit necessary to accomplish tasks.  Assigned resources to tasks and set deadlines.  Designed a communication plan and a management strategy to assure that the plan is implemented . ERICSA 52 nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania