Self Service Portal:
Foundation of Eligibility Modernization
February, 2012
New Business Processes
With rising caseloads, more efficient technology and
business processes are needed.
Technology and new
business processes can
lower stress, time and
effort required
Projected
increases in client
caseloads
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Modernization Goals
• Improve the efficiency of eligibility policies and processes to
obtain the best possible use of public funds
– Maximize benefits of available technology
– Remove unnecessary or redundant policies and procedures
– Identify policies and processes that improve productivity and/or
accountability
• Reduce agency demand on eligibility staff resources
– Reduce need for overtime
– Lower workplace stress
– Increase staff retention
• Improve the experience of agency customers
– Improve clarity and immediacy of communication
– Provide additional points of access for services
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Self Service Portal is the
Foundation of Modernization
Increasing use of automation is more efficient for clients, staff, and the
state. The SSP provides the basis for modernizing the way eligibility is
determined.
– HB 1, HHSC Rider 74 directs HHSC to promote online
submissions of applications for benefits administered by the
agency
– Enables client self-sufficiency by providing access to HHSC
information 24/7
– Anywhere and whenever convenient and comfortable for client
– Equipment is available through some local offices and partnerships
with Community Based Organizations (CBOs)
– More online access to case information increases ability to
manage your own case
– Streamlines processing for staff and increases productivity: client
does data entry, information is automatically transferred from SSP
to TIERS, and additional information requested through SSP
reduces interview time
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Technology Use by
Low Income Population
With increased access to cell phones, computers, and the Internet across
all income levels, there is an increasing demand for self service options to
utilize these tools.
• Majority of low-income Americans have significant access to the
Internet.
– 77% of Americans with incomes below $25,000 have Internet
access
Source: Association of Progressive Rental Organizations, 2010
– Of Americans with incomes below $30,000 who access the Internet,
43% have visited a government website, 39% use email, and 46%
use online search engines to find information.
Source: Pew Internet & American Life Project, 2010
• Majority of low-income Americans have cell phones.
– 71% of Americans with incomes below $30,000 have a cell phone.
– Of the 71%: 68% send texts; 34% access the Internet; 27% access email
Source: Pew Internet & American Life Project, 2010
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Demand for Self Service
Options in Eligibility
• Many states have implemented online applications, renewals and
other self service options.
– 37 states have SSP and have online SNAP applications
– 15 states have online SNAP re-determinations
– 19 states allow individuals to submit changes online and manage their case
Sources: each state’s eligibility portal, current as of February, 2012
– 16 states allow individuals to view their benefits
Source: Center on Budget and Policy Priorities, data from 2010
• Several states have experienced a high utilization of their online
system.
– In Florida 90% of applications are filed online
Source: Florida Department of Children and Families press release, October 3, 2011
– In Utah 70% of applications are filed online
Source: Kathy Link, Utah MyCase Demonstration Presentation. October 2011
• Although there has been no promotion of self service options and
limited functionality in Texas, utilization has steadily increased over
time.
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YourTexasBenefits.com – Applications Submitted
September 2010 – January 2012
35,000
33,562
32,705
31,153
29,468
30,000
29,940
24,281
25,000
25,871
26,369
26,111
21,217
20,867
21,226
20,000
16,674
16,910
15,000
15,600
15,730
14,404
*Updated January 2012
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YourTexasBenefits.com
Address Changes Submitted by Clients
May 2011 – January 2012
3,500
3,338
3,000
2,806
2,686
2,672
2,778
2,500
2,565
2,000
1,678
1,909
1,500
1,000
730
*Updated January 2012
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500
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YourTexasBenefits.com – Uploads by Community
Based Organizations
September 2011 – January 2012
670
650
550
526
450
440
391
350
292
*Updated January 2012
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Self Service Features
Current
Capabilities
All Clients:
Prescreening
New Applicants:
• Create an Account
•Submit an Application
•Create an account
•View Case Details
•Change Address/Phone
 Print temp Med ID card
 CBOs upload docs
April ‘12
Report
Additional
Changes
Accept Applications
from Previous and
Existing Clients
Future
Enhancements
Under Consideration for August and December ‘12
Submit
Redeterminations
View
Correspondence
Online
Integrate with
Third-Party
Applications
E-mail and Text
Communication
Upload
Documents
Online
Chat
Advantages of
Self Service for Clients
• Easy, convenient access to services
− Online services available 24/7
• Fewer office visits and shorter wait times
− Apply at convenience; not transportation or time dependent
− Access to renewals, changes, account status updates, notifications, and
Med IDs without visiting an office
• Interview time reduced
− More client information is collected through SSP, decreasing the time
necessary for the interview
− Requesting federal flexibility to allow for automated interviews through the
SSP, which may eliminate some interviews
• Fewer verification documents have to be obtained by staff
− Agency verifies client statements through automated links to data broker
services, reducing the need for clients to provide supporting documents
− Clients will be able to upload documents electronically and immediately
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confirm receipt online, saving time and reducing office visits
Advantages of
Self Service for Staff
• Reduces overall workload
− Data entry done by the client and transferred directly into TIERS
− Automatic verification and processing of some changes
• Easier verification processes
− Improved verification information in data broker and other online
sources
− Automatic checks with federal systems to recertify cases and verify
client identity
• Reduced lobby traffic and calls to the office
– Fewer interruptions increases staff productivity
• Creates opportunities for telework and/or alternative hours
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Advantages of
Self Service for the State
• Increased efficiency and reduced reliance on overtime
− Efficiencies gained by reduced data entry, automated verifications,
and other automated processes
− Allows workers to focus on core function – determining eligibility
• Enhanced verification processes
− Identity authentication steps taken on the SSP
− Ensures verifications are conducted since the process is
automated
• Reduced costs
– Self service options less costly than call centers
– Documents can be uploaded directly which saves on imaging
costs
– Mail costs can be reduced by delivering client notices electronically
– Reductions in workload can result in less overtime
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Strategy for Increasing
Utilization of Self Service
• Some clients will need assistance with online activities
– 21% of all American adults do not use the Internet or email from any
location, and the majority of these individuals have little exposure to
being online.
– 61% of non-Internet users report they would need assistance getting
online.
Source: Pew Internet & American Life Project, 2010
• Assistance will be provided to clients to increase utilization of self
service options
– Technology and education in local offices
– Partnerships with CBOs
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Increasing Utilization
of Self Service – Local Offices
Local Office Actions
• Computers, telephones, and copy/fax/scanners will be available in
lobbies for client use.
• Staff will assist clients in creating an account and using self service
features.
– A current pilot of computers in lobbies in 5 offices has shown
encouraging results in increasing SSP utilization.
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Increasing Utilization of
Self Service – CBOs
Community Based Organizations
• Many CBOs help currently assist clients in applying for benefits as part
of their mission
• CBOs are partnering with HHSC to assist clients through the self
service portal
– HB 2610, 82nd Regular Session directs HHSC to train and
certify volunteers and staff (navigators) of faith and community
based organizations to assist individuals applying for public
benefits
• A CBO network can:
– Allow clients to access eligibility information at convenient
locations outside the office
– Educate clients about SSP which facilitates future access from
other locations
– Help clients upload necessary documents
• CBOs will be able to track the number of clients they assist which is
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helpful for them to report to their boards and grantors
Increasing Utilization of Self
Service – Outreach Campaign
Outreach Campaign
• HHSC is developing an outreach materials to increase client
awareness and education about self service opportunities on
YourTexasBenefits.com.
• HHSC is examining structure of current CBO outreach contracts to
redirect the focus on developing a community partner network.
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