Document Processing Center (DPC)

HHSA – Transformative Business Processes

Lead in video link: http://youtu.be/2PC5qkE40wM

Document Processing Center (DPC)

HHSA – Transformative Business Processes

Zia Nawabi & Janelle Jones-PhillipsJune 3, 2015

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DoReS (Document Retrieval System)

Staffing & Equipment

Performance and reliability

Customer Service

System slowness and constant outages

Numerous sites and many staff Cumbersome equipment and

processes

Customer complaints Employee

dissatisfaction Increased lobby traffic Increased phone calls

The Need for Transformation

Document Processing Center (DPC)

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Filling the Need – CERMSCalWIN Electronic Records Management System

Document Processing Center (DPC)

• Modern• High Performance• Reliable• Transformational

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CERMS Transformation Highlights

Document Processing Center (DPC)

• Replace DoReS case imaging system • Migrate existing scanned images from

DoReS• Upgrade Document Processing Center

(DPC)

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Establish Document Processing Centers

Document Processing Center (DPC)

Re-designed Lemon Grove DPC and formation of new DPC at Viewridge

Lemon Grove Family Resource Center and Document Processing Center

Viewridge Document Processing Center

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Points of Entry for Scanning

Document Processing Center (DPC)

• Centralized scanning at the DPCs• Electronic import • Automated indexing • Convenience Capture Scanners

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System Improvements

Document Processing Center (DPC)

• Dedicated local servers • Onsite technical support • Remodel/redesign floor plans

BEFOREAFTER

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Tracking Productivity

Document Processing Center (DPC)

• Review DPC functions daily for timeliness • Monitor volume • Develop reports• Continued support from the Eligibility

Operations

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Improving Workflow

Document Processing Center (DPC)

• Mail• Barcoding • SharePoint Repository for all forms• Bin Tracking • Easy navigation and search • Communication to FRCs

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CERMS Receipt

Document Processing Center (DPC)

Document Processing Center (DPC)

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CERMS Batch Process OverviewDocument Prep

Scanning

Validation and Indexing

Document Processing Center (DPC)

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Let’s Talk Speed• Auto recognition of barcoded documents • Scan front and back simultaneously• Auto case document archival

Document Processing Center (DPC)

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Improved Customer Service

oFewer to no lost or misplaced documentsoBetter qualityoMore consistent and timely availability

Document Processing Center (DPC)

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Improved Processing

oConsistent 24 hour turn-around oAbility to identify processed documentso Increased available floor/office space

Document Processing Center (DPC)

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Results

• Customer Service• Workflow Efficiencies

Document Processing Center (DPC)

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Yet to Come…..

• Expand operations • Enhance receipt to minimize/eliminate

errors• Continue improvements and system

changes

Document Processing Center (DPC)

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Questions?

Thank You!