Ops Memo 2014-66: DTA Business Process Redesign (BPR) Overview

MLRI notes:  DTA is rolling out a major business modernization initiative - called a "business process redesign" or BPR effective October 27, 2014.  Operations Memo 2014-66 describes the changes in detail. The new BPR will include an interactive voice response (IVR) sysem for DTA clients to check on certain case-specific information and report changes in their address or phone number. The BPR also introduces a new "Call Center" model, where the "first available worker" anywhere in the state will be assigned to conduct SNAP application/recert interviews or resolve SNAP case issues. SNAP clients will not longer have assigned worker. (TAFDC and EAEDC cases will still be worker-assigned cases).

It is important to track how these new BPR changes affect your clients such as: diffulties reaching live workers by phone, time spent "on hold," access for limited English speaking clients, ease of use of the IVR, client interactions at local DTA offices (DTA workers should still see clients who come in person and not turn them away). It is critical that community partners and advocate give DTA feedback (positive and negative) as this new BPR rolls out, as well as report any unresolved systemic problems to DTA Central, DTA Ombuds and/or USDA Food and Nutrition Service NERO staff.   

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DTA Overview 
To achieve the goals of improved service delivery and outcomes for DTA clients, and improved program integrity and better overall operating efficiency, the Department has recently  automated a number of functions in BEACON and introduced and implemented the Program Integrity (PI) Checklist. The Department has also moved to Electronic Document Management (EDM) to organize filing, expedite processing and allow case managers the ability to retrieve documents expeditiously. Continuing this effort, the way in which the Department conducts business will change dramatically effective October 27, 2014.

Taking into account national best practices documented by the United States Department of Agriculture, and positive outcomes reported by states that have implemented similar changes, the Department will move from a case ownership model to a First Available Worker (FAW) Model for SNAP-only eligibility determination and case maintenance. Rather than operating under an individual caseload model, all SNAP-only activities will be distributed on a statewide basis and received by SNAP case managers as specific actions.

These changes, including the implementation of a statewide Assistance Line, with enriched Interactive Voice Response (IVR) services, the integration of eLOG and Electronic Document Management (EDM) into BEACON, and supporting BEACON enhancements, will optimize staff time. These changes will also improve timeliness and accuracy for all DTA programs and enrich both client and case manager experiences.

It is important to note that the policies that govern eligibility for the programs administered by DTA have not changed. Rather, the changes implemented with this Business Process Redesign (BPR) are procedural and primarily effect the distribution of work.

Purpose of Memo
The purpose of this Operations Memo is to advise staff of procedural changes that will be implemented as part of BPR and introduce:

• DTA’s statewide Assistance Line with enhanced IVR capabilities;
• the FAW Model for SNAP-only cases;
• the dissolution of the Centralized SNAP/SSI Office;
• changes to how cash and combination casework are managed;
• changes to how in-office business is conducted;
• the decommissioning of the eLOG and myWorkspace systems; and
• BEACON enhancements.