Through Innovative use of Technology and Process
Enhancements
Slide 2
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.
Slide 3
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
Slide 4
Chart with current state data: Current caseload by program
& total unduplicated client count, volume of documents,
community partners
Slide 5
Slide 6
Slide 7
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
Slide 8
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
Slide 9
Slide 10
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
Slide 11
MONTHRECEIVED BY MAIL RECEIVED ELECTONIC INDEXED#RETURNED
MAILTOTAL FOR ALL DOCUMENTS DEC11906439505132540077908514115
JAN141307446797399657107965588104 FEB12450451716252737490714641666
MAR145273372787637555105055518060 APR140252446303715804105068586555
MAY151194452227709313103034603421
JUN147058476329719509112631623387
Slide 12
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
Slide 13
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
Slide 14
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
Slide 15
Staffing Technology Bandwidth Hardware computers, high speed
scanners, mail opener Returned Mail DTTPO Close coordination
between the field and centralized location COMMUNICATION