| Quick fill Change Management Consultant /Business Process Consultant -- Remote Occasional travel to Rhode Island at Remote, Remote, USA |
| Email: [email protected] |
| Hi everyone Position: Change Management Consultant /Business Process Consultant Location: Remote with Occasional travel Duration: 12 Month with the possibility of extension Client is seeking a Business Process Excellence and Reengineering (BPER) Consultant to increase family access to critical support program by 1) Improving efficiency and accuracy for eligibility determinations in all field offices; 2) Shortening processing timelines for families in need of services; 3) Providing greater ability to manage office traffic and call center volume using real time data; 4) Gaining stronger program integrity across programs; and 5) Improving staff morale. The Consultant shall provide a clear approach to rethinking and reengineering Clients existing organizational resources and workflows for family supports. The BPER shall culminate in a reengineered efficiency process and business model (Hereafter Business Model) that includes short, intermediate, and long-term improvements. The scope includes the eligibility determination processes for families in Clients programs, focusing first of RIW and CCAP, then medical, SNAP, and other program; all functions associated with these processes (e.g., intake, renewals, changes, finishing) must be streamlined for increases access for families. Clients performance targets, assuming level staffing: Shorter lobby and call wait times for families, goal of 30 minutes or less. Timeliness rates of 95% or greater. Child Care Assistance Program and RIW provides services accurately, reducing errors by a minimum of 25%. Total error rate below 6%. All programs have Verification accuracy, including document verification. Case Change backlog cannot exceed 25 days; and Required verifications are contained in each case record with 90% accuracy. Full processing of all work to be performed, including new applications, recertifications, renewals, interims, and changes across all programs, within application processing requirements. Goals and Targets Clients objectives are to procure services that: Develop and implement a Client operating model that incorporates RIBridges and assumes minimal system functionality enhancements or additional technical resources; preferably what can be absorbed largely by the existing Maintenance and Operations agreement. Improve customer service for families and reduce backlogs based upon best practices; whenever possible, utilizing same day service, one touch processing, and interviews on-demand. Provide an approach or actionable plan to be implemented with qualifiable results within 6 months, 9 months, and 12 months from initial assessment. Approach or action plan must include all forms of customer access, including use of web-based and mobile technology models that promote a variety of access points for Client customers, including but not limited to: Customer Portal, Mobile Application, Lobbies, Scanning Centers, Call Center, and the Community Partner Portal. Specific Activities/Tasks The vendor shall: Client is seeking a Consultant specializing in BPER with experience in at least three states, all must include compliance with FNS, ACF, and CMS. Agencies must have experience in human services to gain back capacity to make significant improvement towards efficiency, timeliness, and accuracy. Work with Client leadership and Client staff to establish the vision, goals, guiding principles, and performance measures of the BPER in the delivery of Client programs. Evaluate Clients current core eligibility business processes, update customer journey mapping, and identify areas of access improvement and inefficiencies. Identify procedures that can be streamlined or modified in the eligibility determination process to reduce time and effort, ensure accuracy, and comply with state and federal requirements. Redesign Client operating model to achieve streamlined family access including but not limited to targeted actions, journey maps, staffing assignments, performance management, and channel strategy, in formats requested by Client. Both field operations and call center operations have to be evaluated and designed for increased access and timeliness efficiencies. Develop and recommend short, intermediate, and long-term process changes and improvements in the Business Model to increase family access. Develop an implementation plan for Business Model, which must include a robust implementations strategy, with a joint training plan, and training materials with the Client training teams. Conduct pilot implementations of the Business Model, including joint training and workshops for supervisors and staff. Provide detailed performance measures for management and supervisors, including templates and tools for continued tracking. Provide post BPER implementation consultation and hands-on assistance to staff for post-implementation. Develop a communication plan for internal and external audiences on the BPER project, timelines, scope, and measures. Vendor must provide a change management plan to implement any new processes. A communication plan is one part of an overall change management strategy; a full process plan is mandatory. This could also include guidance documents for staff, user guides, and supports for efficient actions by staff. Create a customer evaluation process where the vendor and DHS collaborate with community agencies and DHS Families to receive customer feedback on their current experience throughout the timeline of the project, and post implementation. Thanks & Regards Riyaz Khan Pathan Sr Technical Recruiter 1601 N Harrison Ave, STE # 2B, Pierre, SD 57501 E Mail: [email protected] | LinkedIn: https://www.linkedin.com/in/riyazkhanpathan/ W: www.my3tech.com -- Keywords: information technology South Dakota Quick fill Change Management Consultant /Business Process Consultant -- Remote Occasional travel to Rhode Island [email protected] |
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| Tue Nov 05 00:04:00 UTC 2024 |