Modernization of Client Service Delivery (MCSD) at The Connecticut Department of Social Services. The Changing Landscape. We have significant challenges in staffing, technology, and physical plant. We are helping more and more people every day. Programs are increasingly complex.
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efficient and effective service to
Over 23%2009 gain over 2007
Over 12%2009 gain over 2008
Application Activity 2007 - 2009
Average Annual Recipients 2007 - 2009
Monthly Comparison of Active ‘Assistance Units’ and
Application Activity to Eligibility Staff
determination and maintenance
of ongoing eligibility.
Each programmatic change requires an
extraordinary amount of ITS staff
resources to implement modifications,
create notices and support new
This would be a simple change using current development
tools however it took over a month to implement in EMS.
A more flexible eligibility management system that could be programmed more easily would allow for the implementation of system supports to simplify eligibility processing and subsequently reduce the error rate.
The mounting demands and increased expectations could not be addressed with our current systems.
There Was Little Choice
Modernization Is Critical
Modernization is a comprehensive response to the issues we face and provides a framework for expansion
Modernization of Client Service Delivery
Paper, Paper, Paper
WITHOUT TOUCHING PAPER !!!!
Inadequate to address high volume and movement of people
DSS staff will be available to see people who want to or need to be seen as a result of the program they are on or applying for.
Literally from anywhere where there is internet access.
EMS, we have new expectations resulting from
the Affordable Care Act.
MCSD Will Bring Some Relief To Eligibility Determinations And Maintenance
It Does Not Address
The CORE Issue
The Need To Replace EMS
Affordable Care Act
The Raymond Settlement
Data Collection &
Monthly Application Activity Per WorkerSnapshot of Western Regional Offices
Monthly Application Activity by OfficeSnapshot of Western Regional Offices
Assistance Units Per Worker – Active CasesSnapshot of Western Regional Offices