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DHS Self Sufficiency :

Evolution of Technology DHS Self Sufficiency

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Where We’ve Been ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?

Before 1980:

Before 1980 There were no cubicles. No ergonomics …………….  People could smoke…at their wooden desks ! Interview rooms were used for intakes.

In The Early 1980’s:

In The Early 1980 ’ s There were no computers in the offices. A Food Stamp intake typically was about an hour, (no standardized intake process). Clients would not receive food stamp coupons for weeks after intake. DHS

Still In The Early 1980’s:

Still In The Early 1980 ’ s Hand written carbon copy forms had to be completed to determine eligibility: AFS 200U – for food stamp calculations AFS 408A – hand written narrations Benefit calculations typically had to be completed by hand. The number of checks and Food Benefits issued from the branch was astronomical – the first of the month was extremely challenging for clients and workers.

AFS 200U:

AFS 200U

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It is reported that the 408A forms had: Terrible handwriting – often the narratives were illegible. Frequent grease blobs from workers snacking while writing. If a worker had neat handwriting it was always noted as a positive on their annual performance appraisal. Carbon copy eraser

AFS 408A:

AFS 408A

Process Timeframes:

Process Timeframes Forms were batched. Then sent to Salem for data entry.

Process Timeframes:

Process Timeframes It took approximately one week for a case to be set up IF the 200U was error free. It could take up to two weeks or longer for a case to be set up if there were errors.

Processing Timeframes:

Processing Timeframes Forms with errors were sent back to the worker to be corrected . A printout on white and brown paper ( a brownie ) was sent to workers for correction . Workers ’ errors were posted in the branch for all to see!

No EBT Cards:

No EBT Cards C lients had to pick up food stamp coupons and ATP (Authorization to Participate) Food Stamp ID cards at the branches or from the Post Office.

The Mid 1980’s:

Then a miracle happened! The Mid 1980 ’ s Each branch got a “ dumb ” terminal that had to be shared by staff. C apable ONLY of displaying information.


` The “dumb” terminals did not speed up intakes or how quickly clients received benefits. Monitors had only orange or green text. Deciphering an entry field from a header was difficult.

Late 1980’s:

Late 1980 ’ s The branches got a few PCs that had to be shared by 4 – 6 workers. Wonder of Wonders!

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* Professional Write was the narrative software used (one font and no formatting).

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* There was no WEBM (CI). You had to enter each screen individually. * The first computers were like a bad game of pong. 0 1

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There was no computer training or technical support! You taught yourself through trial and error – dumb luck, sharing information with other staff and finger crossing.

Early 1990’s:

Early 1990 ’ s Workers each got their own computer!

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1995 - Tech Support Established

FSMIS Replaces Form 200U :

FSMIS Replaces Form 200U

The Manuals:

The Manuals There were four large program manuals that had to be updated regularly. Failure to maintain current manuals was noted in Performance Appraisals as deficient case work.

In The Mid 1990’s:

In The Mid 1990 ’ s Electronic Benefit Cards ( EBT) replaced food stamp coupons and welfare checks. No more food stamp coupons! TRACS software implemented for narratives . Temporary Assistance for Needy Families (TANF) program implemented. THE DAWN OF A NEW ERA !

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Clients potentially could receive an immediate issuance of benefits and use them more places than ever before!

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Where We Are… ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?

2000 - Present:

2000 - Present M ultiple points of data entry still required: FSMIS, UCMS, TRACs, MMIS, EDMS, & CAPI Multiple programs to verify income…DHR, Work Number, Employment Screens, Child Support Screens, Secretary of State Business Registry, etc… Duplicate data entry. Multiple systems

Communication Technology:

Communication Technology GroupWise and Instant Messaging Updated phone systems Dual Monitors Hands free/wireless headsets


Paperless Electronic Document Management System (EDMS). Recertification applications scanned centrally. Workers access files electronically across the state.

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Demand Straining Systems

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Rapid Process Improvement (RPI). State wide intake model implemented for standardization. Electronic Scheduling Boards. Universal Branch Scheduling Software. Consistent client service deliveries at branches Same day next day services!


CAPI Online application process Caseworker Application Process Interface Convenient application process for clients. User experience gets mixed reviews. Both clients and workers desire system improvement. DHS Enters the 21 st Century!

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Where We’re Going ! ? ? ? ! ? ? ? ! ? ? ? ? ? ! ! ? ! ? ! ? ! ?

2012 and Beyond…:

2012 and Beyond… Statewide migration to Outlook.

2012 and Beyond…:

2012 and Beyond… Scanners in all offices to continue towards a paperless office environment. Current hard files being converted to electronic records.


Oracle was purchased in 2010 . R ated the best in the market. Funded by Early Innovator Federal Grant. Oracle The way we work is going to change!

New Online Application:

New Online Application More user friendly experiences. Client self service features including status updates on their application. Paper applications will still be available. Clients will have access to the “client portal” where they can get updates on their case status/benefit amounts, etc.. Can also submit change reports.

Rules Engine:

Rules Engine A rules engine will assist with eligibility determination. Notices will be integrated with rules engine. Creative ways of sending notices are possible. Email and text messaging are being considered.

Integrated Systems:

Integrated Systems Integrated systems that … Talk to each other. Reducing multiple data entry points. With the capacity to sync with Outlook. Software has the ability for incoming calls to “screen pop” workers with client information and the case. Clients can both in branch & remotely attach files to their digital records.

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Workers will enter data in one place!

Are You Ready?:

Are You Ready? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?


CREDITS With Special Thanks to the Following… D2 Modernization Committee, Creative Idea Sandy Ambrose and Rosanne Richard, Content Experts and authentic props (the AFS 200U and 408A forms) Barbara Cole, Carrie Haws, and Kathy Brooks, Content Experts Emily Armstrong, Where We Are Going, Consultant Phally Nim and Bruce Lofland , workers pictured * Produced by LaDonna Lofland Brian Cook, Animation Technician & Creative Support

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