HomeMy WebLinkAboutMINUTES - 06282011 - C.64RECOMMENDATION(S):
APROVE and AUTHORIZE the Employment and Human Services Director, or designee,
to execute a contract with Intelegy Corporation in an amount not to exceed $371,730 for the
design and implementation of an integrated customer service business model for the period
of June 1, 2011 through May 31, 2012.
FISCAL IMPACT:
$371,730: Administrative Overhead, 20% County, 40% State, 40% Federal.
BACKGROUND:
The Employment and Human Services Department (EHSD) is enhancing its service
delivery model in order to better serve the County's growing population of Medi-Cal, Cal
Fresh, and CalWORKS clients. A variety of projects are underway to develop new
technology solutions and re-engineer business processes, but the efforts require coordination
as an overall business strategy. Integration of these planning efforts is critical to ensure a
seamless transition and the ability to leverage complementary solutions. Key issues have
been identified which require a new model for
APPROVE OTHER
RECOMMENDATION OF CNTY ADMINISTRATOR RECOMMENDATION OF BOARD COMMITTEE
Action of Board On: 06/28/2011 APPROVED AS RECOMMENDED OTHER
Clerks Notes:
VOTE OF SUPERVISORS
AYE:John Gioia, District I
Supervisor
Gayle B. Uilkema, District II
Supervisor
Mary N. Piepho, District III
Supervisor
Karen Mitchoff, District IV
Supervisor
Federal D. Glover, District V
Supervisor
Contact: Joe Valentine,
313-1579
I hereby certify that this is a true and correct copy of an action taken and entered on the minutes of the Board
of Supervisors on the date shown.
ATTESTED: June 28, 2011
David Twa, County Administrator and Clerk of the Board of Supervisors
By: June McHuen, Deputy
cc:
C. 64
To:Board of Supervisors
From:Joe Valentine, Employment & Human Services Director
Date:June 28, 2011
Contra
Costa
County
Subject:Integrated Customer Service Business Model
BACKGROUND: (CONT'D)
conducting business:
1) In an effort to reduce the high number of individuals using the EHSD lobbies to obtain
benefits, there is a need to create a process that will streamline application processing and
increase the number of channels that a client has to submit an application. This may be
accomplished through the use of kiosks, Benefits CalWIN, Access CalWIN, forms on line,
and electronic signage.
2) The transition to a Task-Based environment will require a multi-pronged approach which
will include Task Management Tool, moving from a single program worker to a
multi-program worker, on-line appointment scheduling, re-engineering of the Medi-Cal
mail-in process, use of face-to-face waiver(s) for Cal Fresh application and streamlining the
Medi-Cal enrollment as it pertains to Health Care Reform.
3) The enhancement and expansion of the EHSD CaseSTAR document imaging system, use
of electronic record transfer, electronic signature processes, electronic interface between
CalWIN and CaseSTAR, social media, integrated voice response outbound calls, and
enhance the customer focused content of the EHSD website.
Intelegy Corporation has worked with other California counties and are call center experts
with an understanding of social service requirements.
CONSEQUENCE OF NEGATIVE ACTION:
The Employment and Human Services Department could not enhance its service delivery
model to best serve the Department's increasing numbers of Medi-Cal, Cal Fresh, and
CalWORKS clients.
CHILDREN'S IMPACT STATEMENT:
Not applicable