DFPS Stakeholder Forum
4/23/14
CPS Operational Review -- Kickoff
CPS Operational Review
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Proprietary and Confidential
• Introductory Remarks - DFPS Commissioner John Specia
• CPS Perspective – Lisa Black, Assistant Commissioner, CPS
Division
• CPS Operational Review - John Stephen, Managing Partner,
The Stephen Group
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Introduction of TSG team, experience and background
Objectives of the assessment
Assessment Focus and Overall project approach
Timelines/report recommendations/Implementation plan
Status of project to date
CPS Operational Review -- Kickoff
Agenda
• Stakeholder/Public Comment
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Proprietary and Confidential
Your Project Team
• John Stephen – Project lead, former Commissioner of NH’s Department of
Health and Human Services; Assistant Commissioner of the Department of Safety;
and Assistant Attorney General. Led similar projects in a number of states
• Will Oliver – Expertise in business process re-engineering - improved child
• John Cooper – CEO of a child welfare not for profit and former Assistant
Secretary of Operations for Florida CPS. Led the Florida CPS reengineering project
• David DeStefano – Consultant for public/private partnerships, performance
based contracting, program evaluation, SACWIS, and revenue maximization
• Jeff Schilz – Former policy advisor and budget director to Governor Mark Sanford,
SC, focusing on HHS, Social Services, and Department of Juvenile Justice
• Richard Kellogg – Served as Commissioner, Deputy Director, and Director of
Integrated Services for the states of Virginia, Tennessee, New Hampshire and
Washington – Medicaid, MH/DD/SAS, LTS, Comprehensive IVE, SE, and JJ Services
Proprietary and Confidential
CPS Operational Review -- Kickoff
protection and other benefits work process and sourcing strategy for six states
including Florida and Indiana
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Your Project Team (cont.)
• Martha Tuthill– Senior Consultant for Florida CPS Transformation project,
assisting team with vendor management, systems support and organizational
improvements, former Accenture partner
significant experience in child welfare/TANF, leading Rhode Island HHS Health Systems
Innovation
• Greg Moore – Served as a former state public affairs, legislative and policy
director for divisions of children youth and families and juvenile justice
CPS Operational Review -- Kickoff
• Art Schnure – 17 years experience working on state government IT systems with
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Proprietary and Confidential
TSG Experience
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Phases 1, 2, and 3 and Florida Abuse Hotline Command Center
Indiana Family and Social Service Administration – Process
improvement and sourcing
Pennsylvania Department of Human Services – Improve child
welfare documentation, eligibility, and federal claiming
New Hampshire Department of Health and Human Services –
Reorganization of Division of Children Youth and Families;
Permanency Legislation/Adoption Initiatives
South Carolina Department of Social Services – Budgeting and
process improvement
TSG most recent projects: Mississippi (IAPD and business case for
SACWIS integration with Medicaid); Maine (best practice analysis;
Florida (Benefit Recovery Assessment and Implementation)
CPS Operational Review -- Kickoff
• Florida Department of Children and Families –CPS Transformation
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Proprietary and Confidential
• Identify the current process – “As Is”
• Build upon the best of CPS
• Describe the effect of “as is” challenge on clients, employees,
stakeholders
• Identify areas where CPS can improve
• Determine what should be
• Offer recommendations as to how CPS can be managed and
operated more effectively and efficiently in “to be” strategy
• Establish business case for change
• Together, create what will be
CPS Operational Review -- Kickoff
Objectives of the Assessment
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Organization
Process:
INV/FBSS/CVS
Decision Making
Personnel
Development
Policy/Practice
Performance
Measurement &
Management
Budget
Technology
Quality
Management
Stakeholder,
Media
Communication,
External
Contracts
Change
Readiness
CPS Operational Review -- Kickoff
Our assessment has focused on:
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Proprietary and Confidential
• Select, notify and arrange logistics with state and local offices
• Create Structured Interview Guides and conduct interviews
with State leadership and Regional direct care
staff/supervisors and RDs
• Document process in focus groups – input from local staff
• Conduct “desk audits” to validate process and observe system
use
• Conduct “day in the life of” ride alongs with field personnel
• Review and discuss performance metrics
• Develop findings from the various discussions
• Develop an overall assessment of DFPS CPS processes and
internal best practices
Proprietary and Confidential
CPS Operational Review -- Kickoff
Assessment Starts with Identifying
Regional and State Office Process
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• Build process to achieve better safety, well being and
permanency outcomes, not merely more efficient process
• Partner with local office CPS teams to collaborate on
bottoms-up process understanding and improvement ideas
• Thinking strategically about how to improve process:
integrating the leading thinking about transactions, sourcing,
systems and communication, and metrics
• Build on first-hand knowledge of the relative strengths of best
practices in other state CPS systems
• Data analysis – tie process to performance, personnel and
volume data
• Sourcing strategy, not merely alternatives
• Build momentum for change during the assessment process
Proprietary and Confidential
CPS Operational Review -- Kickoff
The Goal: To Design What “Should Be”
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Work Breakdown Structure: Status
Decision
Making
Desk
Audits
Technology
Assessment
Facilitated
Process
Assessment
Frontline
Survey
Local
Data
Interviews
Best Practice/
Process
Improvement
“As Is”
To Be Design
Implementati
on Plan
Presentation
Presentation
Refinement
Final Report
Performance
Management
Organization/
Staffing/
Vendor Mgt
IV E
Assessment
Stakeholder
Input
Proprietary and Confidential
CPS Operational Review -- Kickoff
Ride
Alongs
Policy
Review
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CPS Operational Review -- Kickoff
To date, we have reviewed the process in 11
regions, as well as State Office process
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• Spoken with over 250 people, including State Office staff,
stakeholders, judiciary, law enforcement
• Studied thousands of files and reports
• Reviewed 800 MB of data
• Put together a State-wide original survey drawing 1,832
responses
• Reviewed 12 months of exit interviews with 664 detailed
comments
• Conducted an IT user survey in the Regions
• And more……..
CPS Operational Review -- Kickoff
We have also…
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Proprietary and Confidential
CPS Operational Review -- Kickoff
STAKEHOLDER/PUBLIC COMMENT
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Proprietary and Confidential