IEDSS Knowledge Exchange

February 6th, 2020

What is IEDSS KX? IEDSS Releases IBPs Release 8.0 IEDSS Processes and Features Lessons Learned IEDSS Material in TRON/OPS Preparing for Wave 2 Deployment Thankful Thoughts Results Netfor Submission Checklist Training Questions?

What is IEDSS KX?IEDSS KX provides a forum to connect stakeholders for knowledge sharing and collaboration at the individual, group, and organizational levelsEnable dialogue and connect stakeholders who might not otherwise have

the opportunity to interact, either as frequently as desired, or at all.

Provide a shared context for stakeholders to communicate and share information and experiences in a way that builds understanding and insight.

Stimulate learning by serving as a medium for authentic communication, mentoring, coaching, and self-reflection.

Capture and diffuse existing knowledge to help stakeholders improve their practice by providing a forum to identify solutions to common problems and a process to collect and evaluate best practices.

Introduce collaborative processes to stakeholders to encourage the free flow of ideas and exchange of information.

Help stakeholders organize around purposeful actions that deliver tangible results.

Generate new knowledge to help stakeholders transform their practice to accommodate changes in needs and technologies.

Communications Announcement

IEDSS Release 7 &

Upcoming Releases

Upcoming Code ReleasesReleases are code drops in the system that enhance system functionality

Release 8.0(3/20)

Release 8.01(4/2)

Release 8.02(5/7)

Release 8.03 (5/22)

Reminder Summary Notes and IEDSS

Release Summary Reference Materials for 7.05, 7.06, and

7.07 are saved in OPS. OPS site is 1.16.1.2.04 and Release 7.0 is saved under

1.16.1.2.01.

Release 7.10(2/27)

Online Help in IEDSSUpdates to Online Help are in

progress. More to come on final dates.

Major

Interim Business Processes

Interim Business Processes Recently approved IBP as of 2/4

ID Type Value TitleIBP583 CR 652952 Add validation on Program Request screen to stop workers

from adding SNAP program from data collection mode.

Recently added IBPs as of 1/31

ID Type Value TitleIBP581 Defect 169396 The joint resources for Husband and wife aren't being

divided in half all the resources are being listed under the husband even though it's listed JO.

Release 8.0: March 20th

Release 8.0 Changes Change Requests

Summary Scheduled Release TeamCR 366273: Add next month's benefit amount Release 8.00.0.0 Application Team/EDBCCR 499280: OHA - Scheduling Validations Release 8.00.0.0 Application Team/Front OfficeCR 570187: Appeal against 40 quarters Release 8.00.0.0 Application Team/Front OfficeCR 590168: In DC - Unable to Enter Final Payment Outside of Normal Pay Cycle Release 8.00.0.0 Application Team/Front OfficeCR 593609: TANF Time clock Extension Release 8.00.0.0 Application Team/SupportCR 599322: Dependent Child Income not counted for MED4 Release 8.00.0.0 Application Team/EDBCCR 604120: Changes required to send a correspondence for SFU closures where the system did not generate a notice reason Release 8.00.0.0 Application Team/EDBCCR 604122: DOD USCIS SAVE v37 CR Release 8.00.0.0 Application Team/InterfacesCR 624486: Upgrade Vulnerable javascript library: jQuery and jQuery.ui.dialog to latest version Release 8.00.0.0 Technical Team/ArchitectureCR 625495: HIP Workforce Bridge Account Eligibility Support Release 8.00.0.0 Application Team/InterfacesCR 629871: SAP Version Upgrade Release 8.00.0.0 Technical Team/ArchitectureCR 629873: OpenText/HP ExStream Version Upgrade Release 8.00.0.0 Technical Team/ArchitectureCR 629874: Tibco Metrics Version Upgrade Release 8.00.0.0 Technical Team/ArchitectureCR 629875: Apache ANT Version Upgrade Release 8.00.0.0 Technical Team/ArchitectureCR 629876: Upgrade of Windows 2008 Servers to Windows 2016 Servers Release 8.00.0.0 Technical Team/Architecture

CR 634693: MAGI Income for the 2032 Release 8.00.0.0Application Team/Correspondence

CR 635713: Phase 2: Allow scheduling at Office level rather Employee level - Office Schedule Release 8.00.0.0 Application Team/Front OfficeCR 635714: Alternate address for AG Release 8.00.0.0 Application Team/Front OfficeCR 637959: Pending Claim Referral Tracking - II Release 8.00.0.0 Application Team/Support

CR 640673: Automated 2032 language changes Release 8.00.0.0Application Team/Correspondence

CR 635713: Office Scheduling Sub-module New sub-module added to the Scheduling module called “Office Schedule” sub-module

The pages in this sub-module allow supervisors to set-up

and update office schedule(s), and to assign appointments

for their team members.This will replace the current IEDSS process of enforcing a

Unit Calendar.

To create an Office Schedule, you will need to access the Office Schedule Search page

and select the ADD OFFICE SCHEDULE button. This page equals CSOUM in ICES.

CR 635713: Office Scheduling Sub-module New sub-module added to the Scheduling module called “Office Schedule” sub-module

To make changes to an already scheduled appointment, you will use the Office

Schedule Maintenance page. This page equals CSOMS in ICES.

This process will allow you to select the appointment type, times, and the

number of slots that you need for that appointment type (similar to ICES). You can also assign each appointment to a worker in the system rather than the

manual process currently being used for ICES.

CR 635713: Office Scheduling Sub-module New sub-module added to the Scheduling module called “Office Schedule” sub-module

The Daily Appointments page will allow you to assign a

scheduled appointment in an office to a specific employee in

that same office. This page equals CSAH in ICES.

What We Need You To Do: Review the “Office Schedules”

section in the updated Scheduling and Calendars

reference material.

IEDSS Processes & Features

Entering MAGI IncomeReviewIn order for the MAGI-Income Details page to populate as a part of your Data Collection Driver Flow, you need to answer YES to the MAGI Income field on the Income Questions page. In IEDSS, you have to MANUALLY enter MAGI income since it will not auto-populate.

What We Need You To do: Refer to the Entering MAGI Income in IEDSS reference

material for more information and review your Policy.

Use the Income Summary pop-up to find monthly amounts for ALL income types. You can use this to determine what to enter in the MAGI Income –

Details page.

Click on the INCOME SUMMARY button at the bottom of the

MAGI Income Details page to access the summary pop-up.

Lessons Learned from Pilot

Lessons Learned from Pilot TrainersFor in and outside the classroom

Utilize the Reference Material in the classroom!

Stay on top of the application numbers! Rather than associating a case using a T Number for the case, some learners are jumping into the case and processing Add a Program via Data Collection. Make sure to use the T Number when associating the case.

010203

040506

Encourage workers in the classroom to follow the instructors and to not move ahead in order to process the case correctly.Encourage workers to be responsible for their own learning.

Don’t always assume that IEDSS is wrong!

Understand what our new terms actually mean. For example, Revert to Open is really a rescind or a re-application of a benefit that has recently ended.

Explore and/or troubleshoot! Assign troubleshooting duties to an individual that enjoys that type of a challenge.

At Morning Pow Wow, ask individuals to present something new they learned about IEDSS..

Let’s Review What IEDSS Materials are saved in OPS

and TRON

Online Performance Support Tool (OPS)Did you know a section has been created for IEDSS in OPS?

Please use OPS as a part of your research/investigation as you troubleshoot and work with your Site Support Team.

Training Resources Online Network (TRON)Did you know that you can access TRON for IEDSS Reference Materials?

Please use TRON to access reference materials and demos as a part of your research/investigation as you troubleshoot and work with your Site Support Team. Note: Use Google Chrome for certain trainings (new worker/hire or refresher training, etc).

Preparing for Wave 2 Deployment: 2/24

Wave 2 DeploymentSite Support for Wave 2 begins February 17

When? What is converted? % State

Pilot April 29, 2019Region 10 (except Marion County East)Region 8 (Decatur & Ripley)

5.0%

June 10, 2019 Rest of Region 8 (13 counties) 7.4%

Wave 1 Sept 30, 2019 Region 3 (All counties)Region 4 (All counties) 19.5%

Wave 2 Feb 24, 2020 Region 1 (All counties)Region 2 (All counties) 20.7%

Wave 3 April 27, 2020Region 6 (excluding Marion)Region 7 (All counties)Region 9 (excluding Marion)

21.2%

Wave 4 June 29, 2020 Region 5, including Marion 26.2%

IEDSS is live and being used by workers to service clients in over 30% of our local offices and regional change centers. On February 24th, we go live with another 20% of the State of Indiana!

Wave 2 Deployment: Snapshot of First Five DaysIn addition to individual side by sides and troubleshooting issues, a 12 week calendar outlines specific activity topics by day, establishes continuous learning, and reinforces content from training and lessons learned from pilot

Daily topics organized into mini lessonsDay 1 Day 2 Day 3 Day 4 Day 5

Site Support Overview•Site Support “Rules of the

Road”•Align on roles and scope of

support•Site feedback processes and

adjustments

Day 1 Set-Up Confirmation•Security Matrix•Office Matrix•Appointment Types

Interim Business Processes• Interim Business Processes

Reference Material

Refresher or Deep Dive onScheduling, Calendars, andAppointments

Site Support Overview• Implementation Support Model•Align on command center, site

support, and help desk infrastructure

Scheduling (LAP1: SNAP with Health Coverage for Socorra)•ELIG LAP 1: Register an

Application for SNAP – Socorra•ELIG LAP 1A: Manually Schedule

an Application with SNAP Appointment

•TRY ME demo or LMS

Conversion Conversations• IEDSS Conversion Basics• IEDSS Conversion Guide• IEDSS ICV and Golden Rule for

Benefits Issuance

Site Support Overview• Incident Management Processes•Align on processes for command

center meeting cadences and help desk ticketing processes

Data Collection (LAP1: SNAP with Health Coverage for Socorra)•ELIG LAP 1B: Register and

Associate an Application for Health Coverage to the SNAP Application

•TRY ME demo or LMS

Conversion Conversations• IEDSS Conversion Guide

Refresher or Deep Dive on Coversheets and Reception Logs

Site Support Overview•Role of the Site Security

Coordinator and Help Desk scope and triage processes

•New hire set-up and changes to security matrix

•Lock outs and password reset processes

Data Collection (LAP1: SNAP with Health Coverage for Socorra)•ELIG Lap 1C: Initiate Data

Collection•TRY ME demo or LMS

Conversion Conversations• IEDSS Conversion Guide

Refresher or Deep Dive Topics by Demand

Site Support Overview•SDLC Overview•Release Management and

Outputs (Release Notes)•Defects•Data Fixes• Interim Business Processes

Data Collection (LAP1: SNAP with Health Coverage for Socorra)•ELIG LAP 1D: Individual

Information, Household, and Non-Financial

•TRY ME demo or LMS

Interim Business Processes• Interim Business Processes

Reference Material

Refresher or Deep Dive on Dates in IEDSS

Wave 2- Round Table Command Center Call Wave 2 Command Center calls will begin 2/24

The 60 min call will take place every day starting week 1.

In the interest of time, every county will appoint one spokesperson to escalate their issues on the Command Center call.

Command Center Team will send out invites for Wave 2 Command Center Dry Run (2/19-2/20) and actual Command Center call.

DFR and Deloitte are still reviewing details regarding the logistics of Command Center and more information will be shared during next week’s Command Center Call.

Next month, on February 24th, IEDSS will be live in 50% of the State of Indiana.

Regions 1,2, 3,4,8, and 10 will be live, however, we already have active IEDSS cases all over the State!

There have been over 300,000 IEDSS converted cases to service our clients.

There have been over 20,000 new IEDSS cases created (not converted) to service our clients.

IEDSS Live

IEDSS ImpactsIEDSS deployment continues towards a successful implementation

Thankful Thoughts Results

26 | Copyright © 2019 Deloitte Development LLC. All rights reserved.

Thankful Thoughts Final SummaryThe following are the set of questions asked on the Pulse surveys conducted with Site Support.

F E B R U A R Y 2 0 2 0

Approximately how many Thankful Thoughts e-cards did you send out this past month?

What was the primary reason you sent out an e-card, if applicable?

What positive outcomes have you noticed in your office since the launch of the Thankful Thoughts initiative?

Questions

Would you like to share any cool stories related to the Thankful Thoughts campaign?

Who did you share a Thankful Thought e-card with?

27 | Copyright © 2019 Deloitte Development LLC. All rights reserved.

Thankful Thoughts Final SummaryThe following represents our findings from the Thankful Thoughts Check In Pulse surveys conducted with Site Support. We asked them a series of questions to determine the effect of the Thankful Thoughts campaign on their office.

F E B R U A R Y 2 0 2 0

47 responses total

Representing the Local Offices and RCCs

Approximately 150 Thankful Thoughts E-cards were sent through the entire Thankful Thoughts campaign!

Just think…

10.64% of the participants/offices noticed an increase in positivity

14.89% of the participants/offices noticed workers were more trusting

78.72% Wave 1 sites4.26% Pilot sites

17.02% Other

Survey Background Participation

Results

The total includes both individual and holistic office responses

17.02% of the participants/offices noticed workers were more receptive to the changes associated with IEDSS

19.15% of the participants/offices noticed workers were more comfortable with IEDSS

68.09% of the participants/offices noticed positive outcomes since the launch of the campaign

7%

16%

18%

26%

20%

13%

Roles in Offices that Received E-cards

AA

EA/RCCEquivES/RCCEquivSEC/RCCEquivSEM/RCCEquivOther

If each Thankful Thought represented a lap on the Indianapolis Motor Speedway, we

could take 60 laps!

If each TT represented a mile, we could cross the entire state of Indiana from East-

West.

6.38% of the participants/offices noticed an increase in energy

28 | Copyright © 2019 Deloitte Development LLC. All rights reserved.

Thankful Thoughts Final SummaryThe following are the set of questions asked on the Pulse survey

F E B R U A R Y 2 0 2 0

Results Continued

"The collaboration and comradery that's a part of this office is extended with IEDSS.

Everyone encourages and helps one another get better!"

12.77%

14.89%

12.77%

10.64%

48.94%

Primary Reason for Sending TT

Worker demonstrated the ability tosolve a complex case or related issue

Worker display a positive attitude whiledealing with techincal difficulties orcomplex case

Worker consistently took the initiativeto learn IEDSS

Worker helped other learn more aboutIEDSS

Other

"Received positive feedback from Thankful Thoughts - workers seemed glad to be

acknowledged."

"They have all been working very hard and everyday we have seen them make great strides in self efficiency."

Netfor Submission Review

Netfor Submission Review

1. Research every issue with the Site Support (SS) Team that is in your office before opening a Netfor ticket. If you are unable to resolve the issue with your SS Team, please call the IEDSS Site Support Conference Line:

Conf Line: 1-844-882-6682Passcode: 1 770 654 496

2. Provide ample detail about the issue o If you have not provided enough detail for the ticket to be researched, you may receive a response

such as “working as designed”3. Remember to include if you are locked out of IEDSS in the ticket

o You have three chances before you are locked out4. Please state if true: account should be deactivated due to resignation of individual 5. Include sections in the system that you cannot access in IEDSS, such as documents

o This will prevent the ticket from being misrouted and the resolution from being delayed 6. Please state if true: you are resubmitting a ticket that was previously submitted

o This will allow the team to change the status from closed to open 7. Include your security profile role (EA, SEC, etc.) if applicable

o When submitting a ticket for an error message which states that your assigned role will not allow access

8. Provide case numbers

Reminders and Tips: Please work with your SS Team and review this checklist before submitting any tickets

Make sure you are utilizing this checklist before you submit a

Netfor ticket.

Any Questions?Please email:

IEDSSTransformationTeam@deloitte.com

Note: Please send questions to the above email address AFTER you have

reviewed and researched your question and/or issue with your Site Support Team. Send questions related to IEDSS processes and functionality to the

above email address.