Paperless Workflow Kelly Baker, MPH State Registrar and Center for Health Statistics Director OKLAHOMA NAPHSIS, June 2009, Baltimore
Initiating Events p Embezzlement case presented last year n Lack of documentation tying: Applications p Receipts p Issued certificates p Staff p n p New immigration law n p e. g. Audit trails Increased requests for BCs Opened a new satellite office n n Process few walk-in clients (~40/day); 2 clerks Room for 3 -4 more staff
Additional headaches p Hardcopies of apps misfiled/misplaced/lost p Broad access to Security Paper among VR staff p Need for more efficient process n n p Spread process out across several staff Need to build redundant function groups No room for physical expansion
Goals for New Workflow p Electronic transfer of work items – Workload shift n n p Central office and Satellite offices Front desk and Back office Maintain electronic copies of all apps and asst’d evidence n n n Track history (dates, process and associated staff) Include links to receipts, paper control numbers Maintain evidence for future fraud investigations p Reduce/eliminate hard copy storage and file cabinets p Eliminate “lost” work items p Physically minimize need for access to security paper
Process 1. Start workflow n Scan / Index documents 2. Receipt money n Auto attach to workflow 3. Assign to appropriate staff n Issuance, Research, Amendments 4. Generate correspondence n n Certificate Instruction Letter
Customer Walk-in Process INFORMATIO N DESK Vital Records CASHIERS ISSUANCE Accounting Services Vital Records
Information Desk p Review App p Answer Questions p Scan Paper n n n p Scan Barcode DL n p Application ID Documents Populates index with applicant information Print Work. Flow slip
Workflow Slip
Cashiers p Scan Workflow barcode p Receipt money p Print receipt v Receipt automatically attaches to Workflow Item v Workflow item moves to Issuance Queue
Issuance p Monitor work queue p Open next Workflow item available p Search/print certificate p Scan Paper Control Number (PCN) p Call client p Issue certificate
Processing Time p Perfect World Info Desk n Cashier n Issuance n 2+ minutes per customer 1 -2 minutes p Delays Problem IDs, General questions n Amendments/Fee dues n p Back n to Cashier Record locked down -> Supervisor
Optional Work Queues/Actions p Pending p Amends p Research p Supervisor p Indexing p Mail-out p Correspondence p 2 -day Pickup p Issuance p Abandon
Benefits p Front Desk Issuance clerk n n p Review record prior to calling customer to window Forward directly to amendment clerk Pending Files n Electronic tracking p n p Who wrote what when Available indefinitely Permanent copies of IDs, signatures, addresses n Future fraud
Benefits p Time saved searching for files n n p Consolidate access to security paper n n p Misfiled applications Files on whose desk in which stack All mail jobs can be sent to single point for printing Access to paper limited to Issuance staff Audit trails n Every workflow has Receipt and PCNs attached to Original app, ID and Asst’d docs
Benefits p Delegation n n 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 p p Searchable n p Reduce silo positions - work left undone when staff out Name, PCN, receipt, date, workflow number Scan barcode off back of DLs n ID Validation (both mail and front desk)
Challenges p More time upfront scanning/indexing applications n More secure features = more upfront time p Current system slow refresh rate between screens p Need multiple windows open at same time p Once you print, can’t start new WF until scan PCN p Live receipt reconciliation -> no receipt, no print p Receipts change over time
Challenges p Index not cleaned up -> double indexes p Workflow numbers -> Calling clients to desk p IT driving design vs VR p Changing the process – Again … p Jobs will change – staff resistance p Satellite office – delay in going live n n Difference receipting systems Inconsistent version of records
Future Plans p Kiosks in Lobby n n Public enter own info Scan IDs On-line orders p NO BUGS! p
Scanning Equipment p Desktop Flatbed n n p Applications, IDs, Other documents Information desk, Mail, Amendment clerks Barcode n n Security paper, Driver’s license Info desk, Mail, Cashiers, Issuance
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