Franklin of Job and Family Services

Through a multi-year engagement with FCDJFS, ACG was involved with several critical, high-visibility projects to enhance services for the citizens of Franklin County.  These included:

  • Case Processing Model Reengineering - Conducted a study to determine and recommend potential business changes in support of processes to improve the benefits application intake and redetermination processes to make them more efficient, effective and simplified.  High-level activities included:
    • Current State and Future State process analysis
    • Functional and Technical Assessment and Design
    • Created Operation Plan and related SOPs for business units
    • Review of staffing model, projections and potential ROI
    • Assessment and recommendation for working with other entities (Ohio Benefit Bank, eGateway)
    • Design and assessment for converting facilities to customer service centers and processing centers
  • Contact Center Deployment - ACG worked with FCDJFS to gather requirements and carefully formulate an implementation strategy which was minimally disruptive to operations and that could be relatively quickly implemented.  As a result: the North Opportunity Center was chosen as the pilot site for deployment of the Microsoft SharePoint CRM ticketing tool and would work closely with the call center located at the Fulton Street facility.  Space at the Fulton Street facility was chosen as the initial home of the new call center for offloading customer calls about their case status, handling of general inquiries and change. The facility was chosen based on ACG’s evaluation of potential sites and was ultimately selected due to the centralized location and the presence of an existing Mitel PBX / ACD system. This system was already in use the by the Transportation Department and required minimal modifications and expenses to expand it and develop new programming to accommodate the needs of the call center. For this project ACG provided the following services:
    • Provided the requirements/design for the development of automated call handling (menu tree and announcements/scripts)
    • Provided requirements and design for communications and escalation process tools for call center agents, supervisors, case managers, and managers.
    • Developed and posted position descriptions for call center agents and supervisor. Assisted with hiring and training of staff.
    • Provided requirements for the call center infrastructure, i.e., cubicle layout.
    • Performed call traffic and telecommunications analysis to ensure the ACD and telephone circuits were sized correctly and developed to the Functional Team specifications.
    • Researched and developed the “systems” to meet communications and escalation process requirements. The Technical Team identified that Microsoft SharePoint Call Center and Knowledge Management Systems met the requirements at the most reasonable cost.
    • Provided support for the call center infrastructure equipment, i.e., cubicles, PCs, network, ACD, telecommunications phones/lines, etc.
    • ACG worked with FCDJFS to gather requirements and to carefully formulate an implementation strategy for deployment of a Microsoft SharePoint CRM ticketing tool which could be implemented quickly and that would minimally disruptive to operations.
  • Provider Interface Enhanced (PIE) System Requirements Development
    • System requirements for the Provider Interface Enhanced system.
    • Business Process Analysis (Current State, Process Improvements)
    • Functional Business Requirements
    • Future State and Systems Requirements Document Development
  • IVR Design and Requirements Definition
    • Functional and Technical Assessment and Design
    • IVR logical design and diagram
    • Review of industry practices and leading providers of technology
  • IT Telephony & Systems Assessment & Remediation Planning - Advocate Consulting Group performed an assessment of FCDJFS’ existing IT organization, functions, infrastructure and projects.  In the course of reviewing the IT infrastructure and planned migration to the Northland facility, ACG observed that significant opportunities for cost savings and modernization of the network and telephony functions may exist.  The assessment report included the following elements:
    • Review of Current Functions and Processes Of the IT Area
    • Review of Infrastructure and Complete Gap Analysis
    • Recommend System Improvements
    • Recommend Equipment/Software Needs
    • Assess Organizational Structure
    • Recommend Strategic Alignment of Organization to Respond to Agency Needs
    • Review current and pending projects and determine priorities
    • Recommend Staffing Alignment
    • Recommend Job Duties and Processes for IT Staff
    • Prepare an Assessment of the FCSEA Utilization of our Northwoods System and FCDJFS Server Access to achieve mutual processing requirements and cost savings
  • Enterprise Consolidation and Move Project Management - ACG provided project oversight for the built-out of a new state-of-the-art facility and for the move of the FCDJFS headquarters.  Services included oversight and verification of project plans, design and architecture of network / data center services and telephony and contact center infrastructure.  ACG was instrumental in identifying several major risks and working towards their mitigation / resolution and thus ensuring that FCDJFS was able to complete their move on time and into a properly designed and readied facility.
  • Workforce Participation Process Reengineering - Assisted the FCDJFS Workface Participation and Enforcement bureau with process redesign and normalization to ensure that FCDJFS meets Federal and State guidelines by attaining appropriate workforce participation rates.  This was accomplished through process and technology modifications to better monitor and track recipient participation.  An additional aspect of ACG’s services were providing FDCDJFS with guidance and selection assistance to retain contractor services to provide centralized and consolidated training facilities for simplified processes and integration with FCDJFS Workforce case managers and workflow.  This ensured that program could have easy and available access to standardized training prior to beginning their workforce assignments.  This then led to improved workflow, case management and participation rates.
  • Shared Services - Created and implemented a plan for shared services between the County and ODJFS that allowed the County to utilize ODFJS auto dialer technology for proactive notification of customer appointments.  This project helped develop a model that is usable by other counties.