Implementing a Large-Scale Eligibility Solution
Texas was struggling with a high volume of citizens in need of services such as TANF, SNAP, Medicaid, and CHIP. Lack of automation, inefficient processes, and inadequate staffing levels resulted in overloaded eligibility workers and unresponsive customer service, and long-processing times for consumers.
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. Our ability to close gaps has put us at the forefront of policy, program, and technology innovation in Texas.
Services provided
- Transitioned from script-based work instructions to a system of FAQs
- Streamlined complaints and appeals process, reducing related tasks by 25%
- Automated system routing of documents with no human intervention
Success achieved
- 3 million cases
- 5 million images per year processed automatically
- 600k calls handled monthly
- Benchmark Portal Customer Service Center of Excellence award winner (2011 – 2020)
Embracing a future of self-service
Challenge
Eligibility workers were overloaded, and citizens were experiencing unresponsive customer service and long processing times. Texas was faced with the problem of how to close gaps in talent and customer experience and create efficiency while finding a solution to implement a large-scale and integrated eligibility solution that would improve performance and ease the process of applying for eligibility.
Approach
Maximus addressed Texas’ issues by re-evaluating more than 2,000 processes, we helped modernize and expand the Texas Integrated Eligibility Redesign System (TIERS), consolidating and streamlining beneficiary support services for TANF, SNAP, Medicaid, and CHIP state-wide. 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
We provided customer service center operations and assisted citizens with filing applications, complaints, and appeals, reporting changes, and determining their case status. There were 1,900 contact center staff to operate a toll-free inbound contact center and document processing center for printing and mailing services for documents and forms generated by the TIERS and other HHSC systems.
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 and self-service options. We continue to modernize and evolve the system each year to increase efficiencies and better serve citizens.
Results
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.