Paperless Workflow

Kelly Baker, MPHState Registrar and Center for Health Statistics Director

OKLAHOMA

NAPHSIS, June 2009, Baltimore

Initiating Events Embezzlement case presented last year

Lack of documentation tying: Applications Receipts Issued certificates Staff

e.g. Audit trails

New immigration law Increased requests for BCs

Opened a new satellite office Process few walk-in clients (~40/day); 2 clerks Room for 3-4 more staff

Additional headaches Hardcopies of apps misfiled/misplaced/lost

Broad access to Security Paper among VR staff

Need for more efficient process Spread process out across several staff

Need to build redundant function groups

No room for physical expansion

Goals for New Workflow Electronic transfer of work items – Workload shift

Central office and Satellite offices Front desk and Back office

Maintain electronic copies of all apps and asst’d evidence Track history (dates, process and associated staff) Include links to receipts, paper control numbers Maintain evidence for future fraud investigations

Reduce/eliminate hard copy storage and file cabinets

Eliminate “lost” work items

Physically minimize need for access to security paper

Process 1. Start workflow

Scan / Index documents

2. Receipt money Auto attach to workflow

3. Assign to appropriate staff Issuance, Research, Amendments

4. Generate correspondence Certificate Instruction Letter

Customer Walk-in Process

Information Desk Review App

Answer Questions Scan Paper

Application ID Documents

Scan Barcode DL Populates index with applicant information

Print WorkFlow slip

Workflow Slip

Cashiers Scan Workflow barcode

Receipt money

Print receipt

Receipt automatically attaches to Workflow Item

Workflow item moves to Issuance Queue

Issuance Monitor work queue

Open next Workflow item available

Search/print certificate

Scan Paper Control Number (PCN)

Call client

Issue certificate

Processing Time Perfect World

Info Desk 2+ minutes per customer Cashier 1-2 minutes Issuance 2 minutes

Delays Problem IDs, General questions Amendments/Fee dues

Back to Cashier

Record locked down -> Supervisor

Optional Work Queues/Actions Pending

Research

Indexing

Correspondence

Issuance

Amends

Supervisor

Mail-out

2-day Pickup

Abandon

Benefits Front Desk Issuance clerk

Review record prior to calling customer to window Forward directly to amendment clerk

Pending Files Electronic tracking

Who wrote what when

Available indefinitely

Permanent copies of IDs, signatures, addresses Future fraud

Benefits Time saved searching for files

Misfiled applications Files on whose desk in which stack

Consolidate access to security paper All mail jobs can be sent to single point for printing Access to paper limited to Issuance staff

Audit trails Every workflow has Receipt and PCNs attached to

Original app, ID and Asst’d docs

Benefits Delegation

Easily reroute work based on load Back office can search and send prints to front desk Satellites can be sent mail to process Group boxes allow multiple individuals easy access

Reduce silo positions - work left undone when staff out

Searchable Name, PCN, receipt, date, workflow number

Scan barcode off back of DLs ID Validation (both mail and front desk)

Challenges More time upfront scanning/indexing applications

More secure features = more upfront time

Current system slow refresh rate between screens

Need multiple windows open at same time

Once you print, can’t start new WF until scan PCN

Live receipt reconciliation -> no receipt, no print

Receipts change over time

Challenges Index not cleaned up -> double indexes

Workflow numbers -> Calling clients to desk

IT driving design vs VR

Changing the process – Again …

Jobs will change – staff resistance

Satellite office – delay in going live Difference receipting systems Inconsistent version of records

Future Plans Kiosks in Lobby

Public enter own info Scan IDs

On-line orders NO BUGS!

Scanning Equipment

Desktop Flatbed Applications, IDs, Other documents Information desk, Mail, Amendment clerks

Barcode Security paper, Driver’s license Info desk, Mail, Cashiers, Issuance