Bringing Cohesion and Efficiency to Ohio Public Assistance Delivery
A sprawling system that reaches more than three million citizens, Ohio’s public assistance programs were hindered by legacy systems, a lack of cohesion, and inconsistent practices that made case workers’ very difficult work exponentially more challenging. Bringing local administrations together to increase capability collectively and collaboratively without interfering with autonomy presented a complex problem of coordination, planning, and technical insight.
Maintaining a consistent customer service experience across public assistance agencies and Ohio’s 88 counties created a challenge made even more difficult because of wide variations in technology. A State-hosted, centralized contact center would provide greater opportunities for self-service, standardized responses and eligibility services, and seamless reporting capabilities for programs serving more than three million residents.
The state enlisted Resultant to design and implement its Enterprise Contact Center (ECC) as part of the Ohio Benefits project, an integrated eligibility and modernization project for Ohio’s public assistance programs.
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Coordinating a large-scale solution that met the needs of three major state agencies and served a vast constituency across 88 counties (and 88 independent departments of Job and Family Services) relied on a clear communication plan and meticulous project management. Frequent check-ins, upfront feedback, and informative status updates created a team environment that was essential for keeping the project on track and resolving issues.
Our team brought project management expertise to technical development, testing, training, and implementation rollouts, making sure these monumental business and technical changes across 77 participating organizations would eventually serve stakeholder needs—and reach not just completion but integration into service delivery.
Our team performed application development and maintenance transition planning for Ohio’s enterprise contact center platform, designed for 24/7/365 operations. Built on the state’s hosted Enterprise Cisco Platform (UCCE/HCS), the ECC is a virtual contact center that supports County Shared Services, a collaborative model of service delivery that provides timely and flexible services to more than 3,000,000 Medicaid, SNAP, and TANF recipients across the state.
To meet Ohio’s service delivery concerns, our team’s expertise in contact center operations, design, development, testing, and training drove a full system-development lifecycle toward a more efficient system that better-served customers and utilized resources across several departments.
Counties now work together through a modern, statewide telephony platform to better engage customers and determine eligibility in real-time. This unique partnership supports county infrastructure while improving customer experience using standardized processes and shared modern technology.
Real-time eligibility determinations save valuable caseworker time and streamline the customer experience. The state is now in a position to reallocate resources from transactional eligibility work to transformational comprehensive case management services. That shift enables Ohio to proactively address root causes of generational poverty.
As the state continues its contact center evolution, plans are in the works for further improvements, such as:
Our team delivers ongoing operational and technical support to Ohio agencies and counties to ensure system stability, resolution of county requests and incident reports, implementation of nominal system changes, and enhancements.