Improving Efficiency and Quality of Statewide

Mail/Scan OperationsThrough Innovative use of Technology and

Process Enhancements

Florida recently moved to a statewide centralized Mail/Scan operation for all documents received by

the program. ACCESS Document Imaging (ADI) Centralized Mail Center, performs supportive

activities related to processing client information and documentation needed for determining eligibility for public assistance programs. Such activities include,

but are not limited to, processing and scanning physical mail and indexing electronic documents into

client files in the ADI System.

Standardization of Processes Changing policies

Technological Enhancements◦ Document database, web application, call

centers, MyACCESS Account (MAA) Transition to Process Centers and Store

Fronts Establishing a paradigm shift

Establishment of Community Partners Creating a network

History of Florida’s Modernization

Chart with current state data: Current caseload by program & total unduplicated client count, volume of documents, community partners

Current StateState of Florida July '14Current caseload (Clients)TANF 83,088FA 3,610,604Medicaid 3,112,619

Total Unduplicated Client Count 4,617,784Total Unduplicated Cases Count 2,673,428Total Community Partners 3,306Volume of Documents Indexed 743,189

Caseload growth since ’07

January-07 January-08 January-09 January-10 January-11 January-12 January-13 January-14500,000

1,000,000

1,500,000

2,000,000

2,500,000

3,000,000

3,500,000

4,000,000

1,276,5311,560,159

2,185,770

2,794,542

3,172,9143,474,515

3,607,045 3,610,604

State of Florida SNAP Recipients

Num

ber

of R

ecip

ient

s

Making an Impact!

Initial directive to Outsource the Mail & Scan Operations

Challenges surfaced with the privatized model

Issues with Key Performance Measures caused significant backlog

Prompting Florida to regain oversight of the process

Florida’s path to a StatewideMail and Scanning Center

Central Region team assembled to analyze issues and work towards resolution.

Budget and staffing analysis in development to determine ability to set up internal operation

Transition services from vendor to department

Strategize for future state of Florida Mail/Scan

Project Planning for a StatewideMail & Scan implementation

Project Planning for a StatewideMail & Scan implementation (cont’d)

The Document Management Center (DMC) is staffed with 125 Indexers,

5 Training and Development Specialist (Supervisors) 1 Training and Development Specialist (Lead). The DMC Center receives approximately 800,000 documents per

month. Documents are submitted by fax, mail and scanned Customers can submit documents via MyAccount. Document types include:

◦ verification for income, ◦ shelter, ◦ medical expenses, ◦ prescriptions, ◦ legal documents, ◦ hearing forms, ◦ applications

Current Operational Structure/Work Volume

MONTH RECEIVED BY MAIL

RECEIVED ELECTONIC

INDEXED #RETURNED MAIL TOTAL FOR ALL DOCUMENTS

DEC 119064 395051 325400 77908 514115

JAN 141307 446797 399657 107965 588104

FEB 124504 517162 527374 90714 641666

MAR 145273 372787 637555 105055 518060

APR 140252 446303 715804 105068 586555

MAY 151194 452227 709313 103034 603421

JUN 147058 476329 719509 112631 623387

All documents are currently available to Case Workers within 2 hours of receipt. Contracted requirement is 4 hours.

Electronic Documents: Average time to index a document is 1.67 min. If key identifiers are

available. (Case#, SS#, Pin#, first and Last name or address

Physical Documents: Once received takes an average of 20min to sort and open. If all key identifiers are on the document takes an average of 5-10 sec to

prep for scanning and date stamp. Once all regular mail is scanned in it is then indexed. Average time to index a document is 1.67 min. If key identifiers are available.

Returned Mail: Takes about 4-6 sec. to take out of envelope and place yellow postal sticker.

Average time to index a document is 36 sec. If key identifiers are available

Current Operational Efficiencies

Optical Character Recognition (OCR) – capture as much information as possible through OCR

Automate the routing of documents Notify customers through MyAccount when

documents are indexed and how routed Enhance Doc Imaging data reports for both

management of indexing documents and processing documents

Future State

Remove “Courtesy” Notifications and install logic of who is notified when a document is indexed

Identify a document as “worked” Ability to view a “Type” list of all documents

archived into a case Phone Application

Future State (cont’d)

Staffing Technology

◦ Bandwidth◦ Hardware – computers, high speed scanners, mail

opener Returned Mail DTTPO Close coordination between the field and

centralized location “COMMUNICATION”

Points To Consider for Replication

ADMS Center Ocala, Florida