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