Self Service Portal: Foundation of Eligibility Modernization

February, 2012

New Business Processes

With rising caseloads, more efficient technology and business processes are needed. Technology and new business processes can lower stress, time and effort required Projected increases in client caseloads

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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 3

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 4

Technology Use by Low Income Population

With increased access to cell phones, computers, and the Internet across all income levels, there is an increasing demand for self service options to utilize 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 benefits

Source: 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 online

Source: 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. 6

35,000 30,000 YourTexasBenefits.com – Applications Submitted September 2010 – January 2012 33,562 32,705 31,153 29,940 29,468 25,000 20,000 15,000 15,600 16,674 15,730 14,404 20,867 16,910 21,217 21,226 24,281 25,871 26,369 26,111 10,000 Se p 10 Oct -1 0 No v 10 De c-1 0 Ja n 11 Fe b 11 M ar -1 1 Ap r-1 1 M ay -1 1 Ju n 11 Ju l-1 1 Au g 11 Se p 11 Oct -1 1 No v 11 De c-1 1 Ja n 12

*Updated January 2012

YourTexasBenefits.com Address Changes Submitted by Clients May 2011 – January 2012 3,500 3,000 2,500 2,000 1,500 1,000 730 500 M ay -1 1

*Updated January 2012

Ju n 11 1,678 1,909 Ju l-1 1 2,686 Au g 11 2,778 Se p 11 2,806 Oc t 11 No v 11 2,672 2,565 De c 11 3,338 Ja n 12

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650 550 450 350 250

*Updated January 2012

Se p 11 292 Oc t-1 1 YourTexasBenefits.com – Uploads by Community Based Organizations September 2011 – January 2012 670 526 440 391 No v 11 De c 11 Ja n 12

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Prescreening

Self Service Features

New Applicants:

• Create an Account •Submit an Application

All Clients:

 •Create an account •View Case Details •Change Address/Phone Print temp Med ID card  CBOs upload docs Report Additional Changes

April ‘12

Accept Applications from Previous and Existing Clients

Under Consideration for August and December ‘12

Submit Redeterminations View Correspondence Online E-mail and Text Communication Integrate with Third-Party Applications Upload Documents Online Chat

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 11

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 13

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 14

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. 15

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, 82 benefits nd certify volunteers and staff (navigators) of faith and community based organizations to assist individuals applying for public • 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 Regular Session directs HHSC to train and – 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 16

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.

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