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Improving efficiency: Eligibility support in Texas

A Texas-sized integration solution

Situation

  • Texas was struggling with a high volume of citizens in need of services such as TANF, SNAP, Medicaid, and CHIP.
  • The state’s issues stemmed from a lack of automation, inefficient processes, and inadequate staffing levels.
  • As a result, eligibility workers were overloaded and citizens were experiencing unresponsive customer service and long processing times

Challenge

Close gaps in talent, customer experience and efficiency by implementing a large-scale integrated eligibility solution.

Solution

After reevaluating more than 2,000 processes, we helped modernize and expand the Texas Integrated Eligibility Redesign System (TIERS), consolidating support services for TANF, SNAP, Medicaid, and CHIP state-wide.

Our solution helped Texas significantly improve performance by standardizing fundamental services, integrating the process of applying for and determining eligibility, and providing entry through multiple channels.

Having worked with the state’s Health and Human Services Commission since 2007, we continue to modernize and evolve the system each year to increase efficiencies and better serve citizens.

How we did it

Over the years, Maximus has demonstrated it has the scale and innovation to meet Texas’s growing needs, handling a monthly caseload that has increased from 400,000 to 3,000,000. Notable process improvements and modernizations include:

  • Simplifying customer service by transitioning from script-based work instructions to a system of frequently asked questions
  • Resolving inquiries faster with a consolidated client inquiry tool
  • Streamlining complaints and appeals processes, reducing related tasks by 25%
  • Automating system routing of documents with no human intervention
  • Maintaining outstanding quality assurance in call centers and application support

Maximus’ ability to close gaps has put us at the forefront of policy, program and technology innovation in Texas.

Results

3,000,000 cases
monthly

600,000 calls
handled monthly

96.45 QA average
for call centers

5 million images
per year processed automatically

Transitioning to self-service

Self-service improves the customer experience. In Texas, 70% of applications are now submitted online. And 42% of callers have their needs met by self-service IVR, freeing up reps to help other customers.

While still delivering core call center and application support, we’re embracing a future where clients turn to self-service first, helping Texas better manage public service program costs.