Technology-Enabled Collaboration and Communication 2012... · 2013. 3. 12. · Technology-Enabled Collaboration and Communication The National Home and Community Based Services Conference,

Technology-Enabled Collaboration and Communication The National Home and Community Based Services Conference, September 10-13, 2012

Copyright © 2012 Deloitte Development LLC. All rights reserved. 1

• Current Technology Trends in State Government

• Opportunities for Increased Collaboration and Communication

• Guidelines for Implementation

Agenda

Introductions


Introductions

• Bert Maier is a Director with Deloitte Consulting and has over 15 years of experience serving public sector clients.

• Meghan Sullivan is a Senior Manager in Deloitte Consulting’s State Government Health and Human Service Practice.

Evolution of HCBS Participant Engagement & Processes


Evolution of HCBS Participant Engagement

• Paper based processes

• Some computer tracking, mainly using Excel

• Moving toward targeted tracking systems.

• Web-based systems • Moving toward

integrated case management and self service .

• Technology enabling service delivery and more efficient self service

Katie Beckett

HCBS Waiver/Programs

Participant Directed Services

Increased Independence

Individualized Planning

States may provide

Medicaid to participants

with disabilities living at home

Individuals are able to receive services in the community, but

specific individual goals and

outcomes are not incorporated in

the planning process

Individual goals and outcomes

are the focus of service

planning.

Participants opt into programs which allow

them to determine who

provides services,

including being responsible for

staff management

and payments.

Participants facilitate the

management of their own services

with minimal direction from a

Service Coordinator.

Participants have more control and as a result more effective service

delivery.



Technology Adoption

0

100

200

300

400

iPod BlackBerry Netbooks iPhone iPad iPhone 4S

Days

Technology Adoption: Number of Days to Reach 1MM Units Sold1

~300 ~180 ~75 ~30

20102002 2002 2007 2007

~360

2011

~1

+

+

+

LowerPrices

Increased Mobility

Enhanced Usability

Evolved Connectivity

Technology Adoption Drivers

Continued investment and hardware/software innovation will result in increasingly powerful mobile devices and operating systems, fueling yet more citizen demand and

addressing the need for organizations to be more efficient and effective.

Inflection Point: In 2011, for the first time, the number of smart phones shipped globally exceed the number of PCs


Public Sector; Disrupted

Disruptive innovation challenges the standard

that “you have to pay more to get more”

In sectors of the economy where disruptive innovation is commonplace, consumers are accustomed to steady

price reductions and performance improvements over time —computing,

electronics, steel manufacturing, telecommunications.

Disruptive Innovation Business As

Usual

Traditional budget

cutting measures often result in “doing more of

the same with less”

In sectors with little or no disruptive innovation, costs and prices rise over time

--- Government, with double-digit cost increases from health care to education to

defense

Program Integrity & Services Quality Opportunities


Mobile Caseload Management

Mobile Plan & Service Information

Improves face-to-face meetings by providing relevant information

Access caseload from mobile device

Assist case managers in the field with directions, contact details,

and “street view” to quickly find a consumer’s home


Service Delivery Validation

Validate service delivery attributes such as time, location, and service provided

Reduce waste and increase accuracy through elimination of paper forms for service documentation

Perform targeted audits of outliers, increasing program integrity and reducing fraud


Video Conferencing


Gives at-a-glance understanding of caseload status, metrics, and level of compliance using status badges

Provides recommended actions based on case management goals specified by the organization Incentivizes behavior by engaging caseworkers and rewarding high levels of performance

Incentivized Caseload Management

Caseload Dashboard

Overall Compliance: 73%

5 calls this week 7 meetings this week

Consumer Contact Rate: 93%

Plan Status Summary

Approved

Week of 10/15/12

Pending

Draft

Only 7% away from the Silver Compliance Tier (80%)

Download the latest HHS podcast for bonus participation


Incentivized Plan Participation

Plan Participation Profile Week of 10/15/12

Recent Activities

Bronze Tier

6 of 11 Achievements

Recent Badges

Monday Tuesday Wednesday

Vision Therapy Appointment +5

Missed Appointment -3 pts

You’re only 5 achievements away from earning the Silver Badge! Why not schedule something?

Recommended Activities

Call a friend or relative

Go see a movie

+3

+2

Goal: Community Integration

Goal: Exercise

Take a walk outside +2

This Week

Hot Streak 3 consecutive

goals met


Vacancy Management / Referrals Current Process Flow

4 HCBS services to required return home upon hospital discharge:

3 of 4 services secured before discharge. Participant

relocated to a nursing facility until additional service can be arranged.


Vacancy Management / Referrals Future Process Flow

4 HCBS services to secure to return home upon hospital discharge:

All services secured before discharge. Participant returns home.


Guidelines for your Mobile Design Strategy

• Keep it Simple

• Start small and iterate

• Atomize your business process

• Rule of 3 – Design with the user in mind

• Know your target audience

• Lean startup

• Breakdown organizational silos

• Devices

• Keep all your ‘Channels’ integrated


Bert Maier Deloitte Consulting LLP Director Tel: (412) 402 – 5069 [email protected]

Meghan Sullivan Deloitte Consulting LLP Senior Manager Tel: (312) 486 – 1740 [email protected]

www.deloitte.com

mailto:[email protected]

mailto:[email protected]

http://www.deloitte.com/

Documents

Technology-Enabled Collaboration and Communication 2012... · 2013. 3. 12. · Technology-Enabled Collaboration and Communication The National Home and Community Based Services Conference,