Skip to main content

In 2007, the Texas Health and Human Services Commission contracted MAXIMUS to integrate the eligibility support services for Temporary Assistance for Needy Families (TANF), Supplemental Nutrition Assistance Program (SNAP), Medicaid and Children's Health Insurance Program (CHIP). MAXIMUS addressed Texas’ issues with overloaded eligibility workers, unresponsive customer services, long processing times and other challenges resulting from lack of automation, inefficient processes and inadequate staffing levels. After reevaluating over 2,000 processes, our eligibility support solution significantly improved the state’s eligibility performance by standardizing fundamental services, integrating the process of applying for and determining eligibility, and providing a multi-channeled entry system including mail, fax, telephone, walk in and web.

Our notable process improvements and modernizations include:

  • System Rollout Statewide rollout of the Texas Integrated Eligibility Redesign System (TIERS) from 2007 to 2011
  • Customer Service Instructions – Transition from script-based work instructions to a system of frequently asked questions, reducing handle times and allowing for better customer service to the caller
  • Consolidated Client Inquiry Tool – Proven effective in decreasing time to resolve an inquiry, thus reducing overall call handle times within the call center
  • Self-service IVR – Functionality that enable callers to check their benefit status, document received status and appointment status, increasing callers validated and contained in the system to 40 percent
  • Appeals & Grievances – Implementation of mitigation steps for complaint and appeal processing, reducing complaints tasks by 25 percent
  • System Automation – Automated system routing of more than 5 million images per year for processing without human intervention