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NC WSS Leadership Summit The Customer Experience

NC WSS Leadership Summit The Customer Experience. April 22-23. www.pcghumanservices.com. Topics. Key Objective: To renew focus on the customer experience in our agencies, in light of No Wrong Door, ePASS, NC FAST, ACA and other factors.

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NC WSS Leadership Summit The Customer Experience

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  1. NC WSS Leadership SummitThe Customer Experience April 22-23 www.pcghumanservices.com

  2. Topics Key Objective: To renew focus on the customer experience in our agencies, in light of No Wrong Door, ePASS, NC FAST, ACA and other factors. Key Questions: How can we ensure that customers receive a consistently high level of service regardless of how they enter our agency? How can we ensure that customers do not have to repeatedly enter our agency to receive the same or different services? • Customer Experience – What it Means • Practice Model – What it Says • Focus Areas: • No Wrong Door • ACA • ePass/NC FAST • Partnerships • Churn

  3. Customer Experience Discussion Customer experience as a concept… What do you view as “good” customer service? How does this apply (or not apply) to DSS clients? Who are our customers? What is the “product”? Why does customer experience matter?

  4. Tenets of WSS Initiative 1. Families will tell their story once and receive the services they need. 2. There will be no wrong door to accessing benefits. Clients will have a choice in when, where, and how they receive benefits. 3. Community partners will provide new avenues for accessing services. 4. The state and counties will work together to make operational improvements, maximize the use of technology, and make the service delivery system as efficient as possible. 5. Customer service, efficiency, and data will drive the development of service delivery models and the development of staffing roles. 6. Counties will retain flexibility in how they implement, but outcomes, performance, and a positive customer experience will provide the ultimate measure of success. 7. Accessing benefits will not be a hindrance to working families. Service delivery will be designed in a way that supports working families and their ability to maintain employment.

  5. Customer Experience – Practice Model

  6. Customer Experience – Practice Model

  7. Customer Experience – Practice Model

  8. Focus Area – ACA • ACA implementation update • County DSS role in ACA implementation – opportunities and challenges related to customer service • Specific scope of duties for various players/stakeholders (counties, feds, insurance, etc.) in the new world of eligibility • MAGI methodology – what it means for eligibility and customers • Multi-benefit applications and what they mean for customers

  9. Focus Area – No Wrong Door • What does No Wrong Door look like in NC? • Strategies – mandated or optional – for making No Wrong Door a reality • What are positive results for customers? • What are the potential unintended consequences for customers? • What is the impact on caseworkers and workload?

  10. Focus Area – ePass/NC FAST • ePass implementation update • County outreach strategies for ePass • What have other states learned in rolling out online applications? • How we add value to online process, bring efficiency to the process that customer will feel? • What are key factors to success for online application? • How do we balance customer experience with continued implementation of NC FAST? • How do we mitigate timeliness and other issues that resulted from implementation of Phase 1?

  11. Focus Area – Partnerships • What are the agencies in our communities that serve common customers? • Where and how can counties be collaborating in order to improve customer experience? Between counties? Within counties? • Where can state/counties be collaborating with community partners to improve customer experience? • What tools will partners need? • How do we make benefits eligibility more of a partnership between customers and agencies?

  12. Focus Area – Churn • Why don’t customers typically trust the process (i.e. eliminate need for incessant calls to inquire about case status or verification processing)? • What are strategies for building customer responsibility? • How can we “reward” customer to encourage good behavior (e.g. coming prepared with verifications)? • How do we align state/county talent to support positive customer experience?

  13. Public Consulting Group, Inc. 148 State Street, Tenth Floor, Boston, Massachusetts 02109 (617) 426-2026, www.publicconsultinggroup.com

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