ConneCT Project Overview State of Connecticut Department of Social Services (DSS) October 2013

- 2 - The Connecticut Department of Social Services (DSS) faced a “perfect storm” of obstacles which impeded the department’s ability to serve its clients and adversely impacted standard of promptness and error rates.  Dated technology: –Eligibility Management System (EMS), deployed in 1989 –Maze of Independent Phone Systems  Reliance on case-worker interaction (via phone and in-person)  Use of paper and manual processing – copying, filing, storage/retrieval etc.  Unprecedented increase in public demand for services. –In 2012, DSS eligibility was at 2008 levels with a 33% increase in application volume. –DSS offices were receiving nearly 879,000 calls and process 3.7 million pieces of paper per month. Challenges Triggered the Need for Change

- 3 - DSS History – Recipients by Program Area

Achieving Incremental “Wins” for DSS and Connecticut Reach and Impact Integrated Eligibility (DSS) Integrated Eligibility (Cross-Agency) These projects build on each successful milestone to increase reach and impact. Reach & Impact:  New channels for DSS clients to get information.  New technology tools for DSS workers. Reach & Impact:  New population of clients who purchase medical insurance or receive MAGI MA and/or CHIP.  New quasi-public agency. Reach & Impact:  Increased automation to improve service delivery to all DSS clients. Reach & Impact:  Enables cross-agency collaboration and the ability to serve the “whole client”. Tier 1 Tier 2 and 3 Tier 4 Time

- 5 - In order to remediate these issues, the Department conceived a modernization initiative and initiated the ConneCT project which sought to open new channels for clients to interact with DSS and help workers maximize efficiency through the use of modern technology tools.  Seven (7) functional releases across multiple technologies  Focused on “quick wins” without additional investments in old technologies or wholesale replacement.  Creation of reusable services that could be used across platforms and as a framework for the future. Modernization and ConneCT Initiation Web Services Pre-Screening Client Accounts Online Application Change Reporting Redetermination Telephony Services Interactive Voice Response (IVR) System Benefit Center / Call Center System Document Management Scanning/Indexing Document Repository Workflow Verification Request Gen Reporting 7 Functional Releases Designed, Developed and Implemented in Parallel

ConneCT – Functional Releases Functional OverviewStatus / Target Date Client Accounts Provides secure, anytime access to generic and case-specific information to clients via the Internet. Currently Live ( Pre-Screening Allows clients to independently check for potential eligibility online without having to visit or call DSS. Currently Live ( Interactive Voice Response (IVR) Provides secure, anytime access to generic and case-specific information to clients by phone. Currently Live Document Management and Workflow Reduces the need for paper-based processing and provides centralized access to documents and visibility into document status. Currently Live Benefit Center Provides a centralized, consistent enterprise system for receiving and servicing incoming calls. Currently Live Online Application Allows clients to apply online and provides a dynamic verification checklist to clearly explain what verification is required. September 2013 Change Reporting and Online Redeterminations Allows clients to report changes and conduct redeterminations online. October 2013

Building a Technological Framework for the Future Technical MilestoneBenefit to DSS and Connecticut Built and deployed new server infrastructure at BEST Data Center. Allows to BEST to host a modern web-based system for DSS. Installed new telephone system at BEST and at three DSS offices. Single, centralized telephony platform enables a state- wide workforce and provides redundancy. Installed new optical fiber network. Enables high-speed connectivity between the BEST data center and DSS benefit center offices to support voice and data. Installed 700 new telephone lines at the BEST Data Center. Allows DSS customers to reach DSS via a central location and access telephony services. Deployed new web-based software platform. Provides modern, web-based systems for DSS clients and DSS workers to use. Installed leading COTS products including Rules Engine and Document Generation Software Provides modern, web-based systems for DSS clients and DSS workers to use. Extensible technical products support DSS now and in the future.

ConneCT Telephony – Legacy Operational Model Local Phone # Front Office Back Office Legacy Office Structure (12 Offices) Key Challenges: Multiple phone platforms/systems across offices 12 different office phone numbers Hundreds of Individual Worker Extensions Clients Served by Only One Worker Inconsistent Service by Phone Across Workers and Offices Lack of visibility and reporting of worker status/activity and wait times Case Worker #

ConneCT Telephony – Benefit Center Model Service Group Benefit Group Processing Group Benefit Center Office 1 Service Group Benefit Group Processing Group Benefit Center Office 2 Service Group Benefit Group Processing Group Benefit Center Office 3 Service Group Processing Group + 9 Non-Benefit Center Offices State-Wide IVR One Phone #: CONNECT Automated Self-Service EMS Legacy System Key Features: Web Services Make Legacy Data Available for Self Service Benefit Centers are Redundant Licenses Float Between Offices Remote Agent Capability. Key Features: Web Services Make Legacy Data Available for Self Service Benefit Centers are Redundant Licenses Float Between Offices Remote Agent Capability.

ConneCT Telephony – Functional Overview Benefit Center Worker and Supervisors EMS Legacy System Benefit Center Console (Avaya) Benefit Center Phone (VoIP) Worker Portal Benefit Center Screen Pop Tells the Worker Who is Calling and Why Benefit Center Screen Pop Tells the Worker Who is Calling and Why ConneCT Screen Pop Office Wall Boards Display Agent Status and Max Call Wait Time (Configurable)

ConneCT Document Management and Workflow – Business Overview Central Mail Central Fax Central Scanning Content Repository Document Capture & Indexing Create Workflow Task For Processing Service Group Benefit Group Processing Group Benefit Center - Bridgeport Service Group Benefit Group Processing Group Benefit Center - New Britain Service Group Benefit Group Processing Group Benefit Center - Waterbury DSS Offices Office Mail & Drop-Offs

ConneCT Document Management and Workflow – DSS Worker View DSS Processing Workers ConneCT Worker Portal Client Accounts EMS Eligibility System

ConneCT Document Management and Workflow – ConneCT Worker Portal – A Closer Look…

ConneCT Document Management and Workflow – Streamlined “FastLink” Cover Sheets

ConneCT Document Management and Workflow – Enabling Real-Time Document Tracking

ConneCT – Key Lessons Learned Technology:  Requires coordination of multiple technical stakeholders (telephony vendor, network provider, data center, local offices etc.)  Dual monitors provide a good user experience in a multi-system environment.  Network needs to be tested and bandwidth expanded to accommodate both voice and data needs.  Ongoing user maintenance must be planned for and executed to be effective post go- live. Business:  Physical space needs to be evaluated and changed as required.  HR and labor relations should be engaged early to define role changes (if any).  Detailed implementation (both business and technical) planning helps achieve a smooth go-live.  Maximum benefit achieved through “task-based” operational model.  Expectations around operational performance (such as average client wait-time) must be set and managers must manage using the data.

While recently implemented, ConneCT has already started to make a significant impact:  26,000+ Online Accounts Created  40,000+ IVR Accounts Created  75,000 Calls Answered by the Benefit Center –14,000 Interviews Conducted via Phone –Average Wait Time is ~12 Minutes  ~1M Legacy and New Documents Committed into FileNet (Doc Mgmt) ConneCT – Results and Impact “This series of technological improvements will gradually change the service landscape at DSS for the benefit of Connecticut residents, the agency’s dedicated staff, and taxpayers in general. We are literally taking an agency from obsolescence in terms of overwhelmed phones and laborious paper processing into the modern age of business systems.” -Governor Dannel Malloy