Paperless Workflow

1
Paperless Workflow

• Kelly Baker, MPH
• State Registrar and Center for Health Statistics
  Director
• OKLAHOMA

NAPHSIS, June 2009, Baltimore
2
Initiating Events

• Embezzlement case presented last year
• Lack of documentation tying
• Applications
• Receipts
• Issued certificates
• Staff
• e.g. Audit trails
• New immigration law
• Increased requests for BCs
• Opened a new satellite office
• Process few walk-in clients (40/day) 2 clerks
• Room for 3-4 more staff

3
Additional headaches

• Hardcopies of apps misfiled/misplaced/lost
• Broad access to Security Paper among VR staff
• Need for more efficient process
• Spread process out across several staff
• Need to build redundant function groups
• No room for physical expansion

4
Goals for New Workflow

• Electronic transfer of work items Workload
  shift
• Central office and Satellite offices
• Front desk and Back office
• Maintain electronic copies of all apps and asstd
  evidence
• Track history (dates, process and associated
  staff)
• Include links to receipts, paper control numbers
• Maintain evidence for future fraud investigations
• Reduce/eliminate hard copy storage and file
  cabinets
• Eliminate lost work items
• Physically minimize need for access to security
  paper

5
Process

• Start workflow
• Scan / Index documents
• Receipt money
• Auto attach to workflow
• Assign to appropriate staff
• Issuance, Research, Amendments
• Generate correspondence
• Certificate
• Instruction Letter

6
Customer Walk-in Process
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Information Desk

• Review App
• Answer Questions
• Scan Paper
• Application
• ID
• Documents
• Scan Barcode DL
• Populates index with applicant information
• Print WorkFlow slip

8
Workflow Slip
9
Cashiers

• Scan Workflow barcode
• Receipt money
• Print receipt
• Receipt automatically attaches to Workflow Item
• Workflow item moves to Issuance Queue

10
Issuance

• Monitor work queue
• Open next Workflow item available
• Search/print certificate
• Scan Paper Control Number (PCN)
  
• Call client
• Issue certificate

11
Processing Time

• Perfect World
• Info Desk 2 minutes per customer
• Cashier 1-2 minutes
• Issuance 2 minutes
• Delays
• Problem IDs, General questions
• Amendments/Fee dues
• Back to Cashier
• Record locked down -gt Supervisor

12
Optional Work Queues/Actions

• Pending
• Research
• Indexing
• Correspondence
• Issuance

• Amends
• Supervisor
• Mail-out
• 2-day Pickup
• Abandon

13
Benefits

• Front Desk Issuance clerk
• Review record prior to calling customer to window
• Forward directly to amendment clerk
• Pending Files
• Electronic tracking
• Who wrote what when
• Available indefinitely
• Permanent copies of IDs, signatures, addresses
• Future fraud

14
Benefits

• Time saved searching for files
• Misfiled applications
• Files on whose desk in which stack
• Consolidate access to security paper
• All mail jobs can be sent to single point for
  printing
• Access to paper limited to Issuance staff
• Audit trails
• Every workflow has Receipt and PCNs attached to
  Original app, ID and Asstd docs

15
Benefits

• Delegation
• Easily reroute work based on load
• Back office can search and send prints to front
  desk
• Satellites can be sent mail to process
• Group boxes allow multiple individuals easy
  access
• Reduce silo positions - work left undone when
  staff out
• Searchable
• Name, PCN, receipt, date, workflow number
• Scan barcode off back of DLs
• ID Validation (both mail and front desk)

16
Challenges

• More time upfront scanning/indexing applications
• More secure features more upfront time
• Current system slow refresh rate between screens
• Need multiple windows open at same time
• Once you print, cant start new WF until scan PCN
• Live receipt reconciliation -gt no receipt, no
  print
• Receipts change over time

17
Challenges

• Index not cleaned up -gt double indexes
• Workflow numbers -gt Calling clients to desk
• IT driving design vs VR
• Changing the process Again
• Jobs will change staff resistance
• Satellite office delay in going live
• Difference receipting systems
• Inconsistent version of records

18
Future Plans

• Kiosks in Lobby
• Public enter own info
• Scan IDs
• On-line orders
• NO BUGS!

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Scanning Equipment

• Desktop Flatbed
• Applications, IDs, Other documents
• Information desk, Mail, Amendment clerks
• Barcode
• Security paper, Drivers license
• Info desk, Mail, Cashiers, Issuance