Post on 02-Sep-2018
Simpler Business System® 11.0 ©1996-2010 Simpler Consulting, L.P. All Rights Reserved
Child Support
Continuous Improvement
Child Support Intake Process
April 29, 2013
2 Simpler Business System® 11.0 ©1996-2010 Simpler Consulting, L.P. All Rights Reserved
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EVENT INFORMATION
Start Date 4/29/2013
Duration 4 days
Sensei Kathy Hicks
Process Owner Patty Jamison
Team Leader Shala Sandoval
Facilitator Faustino Payán
Team Members Ramona Odom, Deb Arter, Lorna Edmonds, Maria Bullock, Monica Jackson , Tiffany Federico, Patty Jamison, Shala Sandoval, Deanna Smith and Lisa Torres
Child Support Intake Process to Enforcement
1. Reason for Action
To familiarize ALL STAFF with
agency operations in an effort to
streamline processes and
communication both in verbal and
written forms, as a means to create
consistency, reduce the error rate,
meet statutory timeframes, educate
our clients and improve customer
service.
Initial State
Metric Baseline
Time to initiate a child support order 14 days
Rework performed on Intake cases
by Enforcement
90% rework
Touch Time 184 minutes
Processing Time 5,944 minutes (4 days & 184
minutes)
Target State
Metric Baseline Target
Time to initiate a child
support order
14 days 3 days
Rework by Enforcement
performed on Intake
Applications
90% rework 10% rework
Touch Time 184 minutes 126 minutes
Processing Time 5,944 minutes (4 days
& 184 minutes)
1,566 minutes
Hours Saved - 4,680 annual hours
4. Gap Analysis
74 % of Waste was
removed!!
4. Gap Analysis
Standard Work
Communication
Training
5. Solution Approach
Solution If we… Then we expect…
1 Create an intake to enforcement checklist… Reduce rework and ensure all requirements are met.
2 Schedule our own appointments… To have better control of our daily appointments, higher quality intake processing and eliminate duplication of work.
3 If we access IRG and Quick to obtain order information…
To expedite the process and accurately transfer case to enforcement.
4 Define roles and responsibilities… Accountability and ownership of cases.
5 Have a central calendar… To have open communication between the department, customers, and better time management.
6 Have a call center script…
To educate the customer, while eliminating talk time from intake and customer service staff.
7 Have applicant pay application fee… To reduce interview and wait time.
6. Rapid Experiments
Reflections: Rewarding to see target state in action/To see the buy-in was really cool!
Experiment Anticipated Effect Actual Effect Adopt Y/N
Voice mail educating customer of all necessary documents needed for intake process.
Customer is fully aware of all documents needed and shows up on time in order to expedite interview processing time.
Pending status based on actual face to face customer contact.
Checklist
Intake staff should have a better understanding of intake process and provide better work flow process.
Helps to ensure that all items were completed to improve accuracy and a clean hand-off to enforcement.
Y
Hand-off to Enforcement No re-work required and enforcement technician can begin enforcement process,
Process promotes trust in co-workers, expedites case review and accountability for errors found.
Y
7. Completion Plan
Sr. No Action Items Owner Due Date Status
1 Remove Income & Expense Forms from packet Ramona 5/2/13 Done
2 Call Center Script Lorna, Eugene, & Monica 5/2/13 Done
3 Standardized Chron Deb 5/2/13 Done
4 Call Mary Claire from State Patty 5/2/13 Done
5 Callback Survey Maria 5/2/13 Done
6 Draft of department wide communications Patty 5/3/13 Pending
7 Email of Sample Affidavits Deb 5/3/13 Pending
8 Updating Acses with existing CCAP cases Ramona 5/3/13 Pending
9 Request Sparks for Intake computers Patty 5/7/13 Pending
10 Universal Appointment Calendar (Training) Ramona 5/10/13 Pending
11 Macro Notes Tiffany & Monica 5/10/13 Pending
12 Voicemail system setup Lorna, Rosa, & Shala 5/10/13 Pending
13 Training of IRG and Quick for Intake & Financial Statements
Deb & Patty 5/10/13 Pending
14 Training of lobby, payment waivers Ramona 5/10/13 Pending
8. Confirmed State
Production Boards
Standard Work
Training Plan
Communication
9. Insights
How do you feel about whole event? •Optimistic. •Unified. •Weight has been lifted. •Tension is GONE!! Yippie •We don’t HATE Faustino (he’s still breathing) •Light at the end of the tunnel. •Enjoyed working with the Enforcement Team. •Felt that we accomplished something. •Glad Tuesday is OVER!! •Good open forum. •It felt good to lift a few barriers.
What will you do differently going forward? •Open to change, I won’t be resistant. •I won’t make assumptions about other departments. •I’ll want to reach out to one another. •Current state should have been done prior to event. •Assign homework prior to RIE. •Trust one another and be relaxed that cases won’t come back. •Keep remembering that we are a TEAM!
What did you learn ? • Change is good. • Change can be scary. • Collaboration with the team is KEY in
getting this all done! • Learned new processes. • I love Lorna. • Enforcement LOVES Intake. • Learned a lot about the obstacles
that Intake goes through. • A LOT OF OPPORTUNITY FOR
JDI’s! • I learned not everyone is Monica.... • Snacks becoming a problem...
Sponsor Sign-Off:
Box 8 = Box 3
Consultants Gene Ramirez, Lara Delka, Joy Brown, Brittnay Stribling, Jennifer Koliban, Pam Vigil, Lucy Sisneros, Alida Villalobos, Sheila Barrela-Carpenter, Tom Battnay, Mary Claire, Scott Carmichael, Tracy Brisendine, Renee Vigil-Stokes, Elizabeth Foster
Colleagues Intake Team (coverage ), Enforcement Team (coverage ) and CCU Staff
Executive Sponsor
Liz Calvert
Consultants, Colleagues and Executive Sponsor
Questions