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FNS Report Metrics through 11/12/2016

Volume of SNAPClients

Avg. Wait Time ofSNAP Clients

SNAP Casedocuments

EBT PriorityProcessing

Successful EBTReplacement Card

SNAP Cases..

11 Sep 18 Sep 25 Sep 02 Oct 09 Oct 16 Oct 23 Oct 30 Oct 06 Nov

Providence

Pawtucket

Warwick

Woonsocket

Wakefield

Middletown

Grand Total

2888611256383629349

825247255106839043

305536144367524625

3244304644834325

112322251823182516

15231918163321256

124258192300239

395279304139

Weekly View by Office

Week of Lobby Creation Date[2016]

2,230SNAP Client Volume by Office[Tasks]

This graph shows the weekly view of client volume (number of tasks associated with a SNAP case) at each office. This data alsodisplays the weekly volume of tasks across all offices. This data only accounts for SNAP clients where a task has been createdwhen an individual has been checked into the lobby.




SNAP Casedocuments



SNAP Cases..

Providence

Pawtucket

Warwick

Woonsocket

Wakefield

Middletown

9189102111175137120106124

1641291009210284956990

8690721247776616769

8977113137146144148128

7587937410797836389

5746433665721127369


96Average Wait Time of SNAP Clients by Office [Minutes]


8786901001171011008497

Week of Lobby Creation Date[2016]

Avg. Wait TimeWeekly

(All Offices)

This graph shows the weekly view of the average time SNAP specific clients are waiting in each office. This data assumes that afamily on multiple programs is coming into the office to be served for SNAP even if they are checking on the status of additionalprograms (i.e. Medicaid, Child Care, etc.).




SNAP Casedocuments



SNAP Cases..

Interims Recertifications Expedited Change Documents Non - Expedited Application Backlogw/o ProgramDesignation

Verifications0K

1K

2K

3K

4K

5K

Documents

4,034

2,850

5,102

2,962

1,652

4,781

213

15,583

SNAP Case Documents

This graph shows the number of SNAP Case documents which have been scanned and indexed and falls under the followingcategories – Interims, Recertifications, Expedited SNAP, Change Documents, Verifications, and Non-Expedited SNAP. There isalso a designation included called ‘Application backlog w/out Program Designation which accounts for applications which havebeen scanned and indexed however no program has been assigned during the application registration process.


. Avg. Wait Time ofSNAP Clients

SNAP Casedocuments



SNAP CasesTerminated

Cases..

Number of EBT Replacement Request Cards

The number of EBT replacement request cards was defined in the original FNS letter as EBTcards which were issued on a priority basis.

In the original report to FNS, we defined the priority as any EBT replacement card which wasissued in the first 3 days post go-live since any previous EBT replacement applications wereprocessed by that time.

On an on-going basis, all EBT replacement cards are prioritized and issued on the same day ofthe request.


. SNAP Casedocuments




Cases that did notconvert from LegacySystem

Benefi..


Middletown

Pawtucket

Providence

Wakefield

Warwick

Woonsocket

Grand Total

3617 2718 203221 21 21

114 154113 117 158 108120 12293

295 465216 217 207358 259 229 229

24 25 4516 33 37 472842

44 7435 47 3829 3942 62

156120 74 8475 83 78 7882

543497927

589 759499 519450 541


Week of Received Date [2016]

5,324EBT Replacement Cards Successfully Loaded with Benefits and Received by Clients

This graph shows the number of successful EBT replacement cards that have been loaded with benefits and have been receivedby the clients broken down by field office. The date used is based upon the date in which the EBT replacement card was issued.


. EBT PriorityProcessing




Benefit MismatchAnalysis

SNA..


Providence

Pawtucket

Woonsocket

Wakefield

Warwick

Middletown

Grand Total

36735529252630832

10

26362428716164086

2349211791052846

10228127562564

61410116531681

115913375561

102209127110576965

2,004

28

Weekly View

Week of Eligibility Authorization Date [2016]

2,766SNAP Cases Terminated

This graph shows the number of SNAP Cases terminated as a result of a processed change or other ineligibility factor (to includenon-receipt of recertification packets). The date displayed is the date that eligibility is authorized for a cases which wasterminated.


EBTPriority..





SNAP BenefitIssuance

There are no SNAP cases that did not convert from Legacy system

Cases that did not convert from the legacy system and that have now been enteredinto RIBridges


EBTPriority..






Cases - Not Corrected Benefit - Touched by Worker Cases - Not Corrected Benefit - Not Touched by Worker0

500

1000

Cases

1,146

12

Cases with Benefit Mismatch Not Corrected by Worker Action

Benefit Mismatch

15,154

Benefit Mismatch

Benefit Mismatch Cases - Corrected

13,996

Benefit Mismatch Cases - Not Corrected

1,158

This view shows the number of SNAP Cases which had a benefit mismatch at the time of conversion. The corrected benefitmismatch cases represent the number of cases which were a benefit mismatch at the time of conversion however the cases arenow receiving the same benefits previously received prior to the RI Bridges deployment. The Benefit Mismatch Cases – NotCorrected, represents the cases which are still not receiving the same benefits the clients were previously receiving. A largesubset of the cases which are not receiving the same benefits now as they were prior to the RI Bridges deployment, have beenworked by a case worker and are now receiving the corrected benefits. Only 12 cases remain where the cases are not receivingthe same benefits or where a worker has not corrected the benefits received.


EBTPriority..






SEP-2016

OCT-2016

NOV-2016

Grand Total

$1,708,172

$2,969,768

$417,690

$843,905

Daily Benefit Issuance

NOV-2016 OCT-2016

$20,808,519$21,680,602

SNAP Monthly Benefit Issuance

This view shows the amount of Monthly Benefit Issuance for the month of October and November and its corresponding dailyissuance amount.The total number of cases with duplicate issuance was 16 cases. Of these 16 cases, 5 were as a result of system issues andanother 11 duplicate issuances were as a result of manual issuances.All transactions for the 5 cases were cancelled with the exception of $11. The 11 cases were found during reconciliation whereoverpayments were identified and all of these transactions are cancelled except for $1384.75. However, per process, anoverpayment claim will be established to recover $1384.75.

FNS Report

FNS - 388 WeeklyDeterminations

WeeklyDeterminations byChannel

SNAP RecertificationPackets Received

Expedited SNAPTimeliness

PendingAp..

This displays the current FNS-388 report executed as of 11/17.

FNS - 388

FNS Report





PendingAp..

09/11/16 09/18/16 09/25/16 10/02/16 10/09/16 10/16/16 10/23/16 10/30/16 11/06/16 11/13/16 11/20/16

Expedited

InitialRegular

0

200

400

600

800

# of Applications

0

200

400

600

800

# of Applications

145

329

153

316 346

610

314 324 334464

291 251

63

345314

354 336271

374 367 376

610

767

66

125195

409

166250 210 220261 211

101

92

164228

306 278

197240 257 245

118

504

36

Weekly Determinations

This graph shows the number of determinations made per week for SNAP applications, split by expedited andinital regular, colored by the determination (approved, denied or application withdrawn). The week shown isthe week the determination was made.

Application StatusPending application ..Case DeniedCase Approved

FNS Report





PendingAp..

9/11/16 9/18/16 9/25/16 10/2/16 10/9/16 10/16/16 10/23/16 10/30/16 11/6/16 11/13/16 11/20/16

Drop-off Expedited

InitialRegular

Fax-In Expedited

InitialRegular

Mail-In Expedited

InitialRegular

Phone-In Expedited

InitialRegular

Self Service Expedited

InitialRegular

Walk-In Expedited

InitialRegular

Referring ..

Expedited

InitialRegular

69 30 57 36 31 57 48 47 131 17612

27 36 55 19 28 28 37 34 14 71 4

2 11 1 11 1 2 1 1

2 213 1 2 2 2 2

231 251109 79 10 17 8 10 33 65 72317 351

7

252171612 16 28 12 9 17 53 26 26

311

8

3 32211 2 15 4 2 4 3 3 6

13 11 533 1 13 3 13 11 3 1 4 5 4 1

311 3 3

5 411 5 4

228 218253 243 273246 264 231265 270 265 286 226 278 247 248 159 228

46

214 23119 171 209 233 155 191 159 173 74 114 23

1 11 1

1 11 1

Weekly Determination by Channel

This graph shows the number of determinations made per week for SNAP applications, split by expedited andinital regular, colored by the determination (approved, denied or application withdrawn). The dates shownare the week the determination was made. It is further split by channel (mode of application).

Application StatusPending application ..Case DeniedCase Approved

FNS Report

. WeeklyDeterminations




PendingApplications 11-20

Pendi..

Approved Denied Terminated

2,252

1,482

26

The data represented in this graph represents the number of individuals who were up for recertification in a given month brokenout by their most recent eligibility determination. For September and October, if a client was originally terminated due to apacket not being received and have since re-applied or submitted a packet that has been completed, the data represents theircurrent eligibility status. For the month of November, the data represents the date in which their 1010 form was received andthe data displays whether their packet has been received or not. Any packet currently not received for November is subject tonegative action and termination on 11/30.

Packets Received :

16 Oct 23 Oct 30 Oct 06 Nov 13 Nov 20 Nov

Approved

Pending

Terminated

Grand Total

175 128382 44 134

154 284 297491 133

14 1710 113

415343 883 352 437

Approved Terminated

4,931

69

3,760September - Recertifications

5,000October Recertifications

Packets not received

November

PendingTerminationvia negativeaction

3,078

5,121November - Recertifications

2,043

FNS Report

. WeeklyDeterminations byChannel




PendingApplications byChannel 11-20

Regis..

Eligibility Determined Pending (WIP) Grand Total

7 Days or Less 8+ Days 7 Days or Less 8+ Days Total0

500

1000

1500

2000

2500

3000

3500

4000

4500

5000

# of Applications

2,445

1,735

69

464

4,713

Expedited SNAP Timeliness

This graph shows the number of expedited SNAP applications with an eligibility determination, split by whether ornot those applications were deteremined in 7 days or less, or 8+ days. This is counted from the date theapplication was received. In future reports, we will revise this metric to remove time spent awaiting additionalinformation from customers. However, in this report, we simply calculated the number of days between the datethe application was received and the date eligibility was determined.

FNS Report

. SNAP RecertificationPackets Received




Registered by Date Regul..

Expedited Initial Regular0

100

200

300

400

500

600

700

# of Applications

533

712

Pending Applications 11-20

This graph shows the number of pending inital regular and expedited SNAP applications as of the date inthe title. We are refining our ability to split these pending counts by applications awaiting additionalinformation and will update this report when the data is available.

FNS Report

. Expedited SNAPTimeliness



Registered by Date Regular SNAPTimeliness

SelfS..

Drop-off Fax-In Mail-In Phone-In Self Service Walk-In

Expedited

InitialRegular

0

50

100

150

200

250

300

# of Applications

0

100

200

300

# of Applications

120

6

184

5 2

216

213

3

211

7 4

274

Pending Applications by Channel 11-20

This graph shows the number of pending inital regular and expedited SNAP applications as of the date inthe title. It is then split by channel.

FNS Report

. PendingApplications 11-20



Self ServiceApplications

CallC..

03/20/16 09/11/16 09/18/16 09/25/16 10/02/16 10/09/16 10/16/16 10/23/16 10/30/16 11/06/16 11/13/16 11/20/160

200

400

600

800

1000

1200

1400

1600

# of Applications

345275

495

205305 348

347

593

257

406

976

306 256

360430384

354102

552

231

411

5911

611 602

738666

506

735

603

1,004

1,528

843

161

Registered By Date

This graph shows the number of SNAP applications registered that week, broken down byregular initial and expedited. Registration week is the week that each application is put in tothe RI Bridges system to be worked by an ET. We track the received date separately butconsider the registration date to be the most accurate, as it comes directly from the RI Bridgesdatabase and can be tracked by management and supervisors.

Expedited SwExpeditedInitial Regular

FNS Report

PendingAp..




Call Center Metrics

Eligibility Determined Pending (WIP)

30 Days or Less 31+ Days 30 Days or Less 31+ Days0

200

400

600

800

1000

1200

1400

1600

1800

2000

2200

# of Applications

2,039

534

2,039

534455

257

455

257

Regular SNAP Timeliness

This graph shows the number of initial regular SNAP applications with an eligibility determination, split by whetheror not those applications were deteremined in 30 days or less, or 31+ days. This is counted from the date theapplication was received. In future reports, we will revise this metric to remove time spent awaiting additionalinformation from customers. However, in this report, we simply calculated the number of days between the datethe application was received and the date eligibility was determined.

FNS Report

PendingAp..




Call Center Metrics

10/2/16 10/9/16 10/23/16 10/30/16 11/6/16 11/13/16 11/20/160

1

2

3

4

5

6

7

8

9

# of Applications

5 5

3

32

1 1

1

1

1

Self Service Applications Registered by Date

This graph shows the number of SNAP applications registered that week that came in throughour self-service portal or a referring agency. This definition of online differs from previousdefintions in that it focuses only on the self service portal. As we educated our clients on thesystem, we want to increase these numbers.

Expedited?ExpeditedInitial Regular

FNS Report

PendingAp..




Call Center Metrics

Call Center Metrics