Florida: Attacking Fraud Head on

Florida
Department of Children &
Families
Program Improvements
&
NAPIPM Conference
San Diego, CA
August 2013
Program
Integrity
Florida ACCESS Standardization
At a Glance
Process Improvement Team Charge
Develop one statewide standardized ACCESS business model that will:
1.
2.
3.
4.
5.
Optimize available staffing resources and technology
Standardize eligibility determination
“Right-size” the Customer Call Center
Increase efficiency of Regional Case Maintenance Units
Standardize approach to manage strategic community support and
access points (DCF lobbies / partner storefronts)
Functions to be supported by:
1. Performance management and accountability system
2. Renewed focus on policy and process simplification
3. Integrate core functions into a single high-performing system.
Process Improvements
1. Eligibility Determination Process
a) Develop Virtual Intake Units (VIU)
b) Application drivers standardization: 2 day applications; 5 day for reviews
2. Customer Call Center
a) Interview calls to VIUs with smart routing technology
b) Changes routed to Regional Case Maintenance Units
3. Case Maintenance Units
a) Work Automation
b) Re-evaluation of staffing patterns
4. Customer Access/Lobbies
a) Standardize lobby processes and redesign customer flow within centers
b) Use of Self-Sufficiency Representatives
5. Performance Management
a) Improved workload management tools
b) Standardized performance expectations
Results
Results
Results
Currently Overdue CSE Sanctions
12.01
94.9%
91.2%
95.2%
96.2%
99.6%
0.0%
0.79%
100.0%
3.0%
77.4%
0
Percent of Dispositions Completed in AMS-AE
Not Avail
Total days to process
Time Standard for Expedited SNAP
Time Standard for Regular SNAP
Time Standard for Cash Assistance
Time Standard for Medicaid (Regular)
Time Standard for Medicaid (90 Day)
Performance
Percent of CSE Sanctions Processed Untimely
SNAP Quality Control Error Rate
Medicaid Quality Control Accuracy Rate
Region Backlog as Ratio of Applications
Percent My Account Registrations of Targeted Cases
Vacant ESS I s in PF000
Weekly Key Indicators
Report – June 26, 2013
6.0
18.97
85.8%
89.1%
87.8%
90.2%
98.7%
3.0%
0.00%
100.0%
3.0%
80.4%
0
Not Avail
21.0
12.17
95.8%
94.1%
98.4%
97.4%
99.8%
0.4%
0.19%
96.7%
1.6%
81.6%
0
Not Avail
8.0
10.17
96.1%
97.4%
96.7%
97.0%
99.9%
0.0%
0.00%
100.0%
1.5%
77.4%
0
Not Avail
22.0
14.81
90.2%
87.2%
97.6%
96.0%
99.8%
0.3%
0.51%
98.0%
2.8%
77.9%
0
Not Avail
16.0
13.55
94.3%
86.6%
95.3%
95.1%
99.8%
0.0%
1.00%
95.0%
3.2%
92.5%
0
Not Avail
6.0
Weekly Key Indicators
Report – October 4, 2012
Florida Department of Children Families
Attacking Fraud Head on
Central Region
Customer Authentication Pilot Experience
Why Customer Authentication
Identity Theft
National Statistics
Florida Rankings
Public Assistance Programs
What is the Effect on the Florida DCF
Currently, the Florida Department of Children and
Families is faced with individuals that are submitting
applications for Food Assistance, Medicaid, and TANF *
using the personal identifying information of other
persons without their knowledge.
* Temporary Assistance for Needy Families
What is Customer Authentication
 Dual Process of Discovery and Authentication
 DCF contracted with LexisNexis to provide
automated identity discovery and authentication as
part of the online application process
 Utilizes security protocols similar to the banking
industry
 Prior to e-signature, the application displays
questions designed to be answered by the applicant
 Questions presented based on person's history and in
a way that only the person completing the application
should know the answers
Central Region Selected as Pilot Site
Negotiation Team
Orlando and Ocala , Circuits 5 and 9
March 4, 2013 – June 16 2013
Collaboration
Preparation
Training – Internal Staff & Community
Partners
Contact High Volume Community
Partners
Brochures
Client Application Video
The Process
ID Verification
 The DCF approved verification checklist utilizes
demographic data provided by the applicant such as
name, address, SSN, and DOB and compares this to
the immense amount of data available through
LexisNexis
 If the identity is discovered by LexisNexis, other
information can also be provided about the applicant
such as deceased or incarcerated
Dispose Case
Accordingly
Customer
Authenticated and
moves through
application process
YES
Customer Applies
via Web Application
Authentication
Questions presented
Customer
Authenticated?
NO
Manual Verbal
Authentication
Process Begins
Verbal
Authentication
Questions
passed?
NO
Customer instructed
to visit storefront to
verify identify
Dispose Case
Accordingly
YES
Customer
Authenticated and
moves through
application process
Dispose Case
Accordingly
Lessons Learned
Educate customers at every interaction
point
Plan for continuous training of internal
staff
Constant communication with front line
staff on process and policy
Key System Changes
AMS Checkbox with Work Management
System
Verbal Authentication Pilot
Serita Clayton – Circuit 9 Program Administrator
Customer Authentication Experience.MOD
Questions?
Sharron Washington
Central Region ESS Director
407-921-5524
Sharron_Washington@dcf.state.fl.us
Jeri Flora
ESS Program Director
850-717-4093
Jeri_Flora@dcf.state.fl.us