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Improving Efficiency and Quality of Statewide Mail/Scan Operations

Improving Efficiency and Quality of Statewide Mail/Scan Operations. Through Innovative use of Technology and Process Enhancements.

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Improving Efficiency and Quality of Statewide Mail/Scan Operations

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  1. Improving Efficiency and Quality of Statewide Mail/Scan Operations Through Innovative use of Technology and Process Enhancements

  2. 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.

  3. History of Florida’s Modernization • 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

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

  5. Caseload growth since ’07

  6. Making an Impact!

  7. Florida’s path to a StatewideMail and Scanning Center • 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

  8. Project Planning for a StatewideMail & Scan implementation • 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

  9. Project Planning for a StatewideMail & Scan implementation (cont’d)

  10. Current Operational Structure/Work Volume • 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

  11. Current Operational Efficiencies 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

  12. Future State • 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

  13. Future State (cont’d) • 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

  14. Points To Consider for Replication • Staffing • Technology • Bandwidth • Hardware – computers, high speed scanners, mail opener • Returned Mail • DTTPO • Close coordination between the field and centralized location “COMMUNICATION”

  15. ADMS Center Ocala, Florida

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