October 17, 2012 By Brian Heaton
Virginians in need of public assistance can now file for benefits online from the comfort and privacy of home.
The state launched CommonHelp, a self-service website that allows residents to apply for benefits, check on the status of applications or renew for assistance electronically. The system saves them the hassle of having to travel to a social services branch office to do paperwork and speeds the process of eligibility determination.
Developed in tandem by Deloitte and Virginia technology and social services staff, the site went live earlier this month. CommonHelp took approximately 18 months to build and can be used by citizens to apply for the Temporary Assistance for Needy Families program, child-care services, energy assistance, food assistance and some medical assistance.
“Virginians can now apply for our services 24 hours a day, seven days a week, from their homes, libraries, schools or anywhere the Internet is available to them,” said Virginia Department of Social Services Commissioner Martin D. Brown in a statement. “For some of our most vulnerable citizens, including the disabled and seniors, online services will make it easier to screen and apply for assistance.”
In an interview with Government Technology, Virginia Secretary of Health and Human Resources William A. Hazel said the change was necessary due to aging back-end processing systems and a huge uptick in the number of people applying for benefits the past few years.
Hazel explained that three years ago, approximately 600,000 people were enrolled in Medicaid. But with the difficulties brought on by the recession, that number is now roughly 960,000. In addition, eligibility determinations have skyrocketed, with more than 1.2 million being done last year for Medicaid and another 1.1 million for the state’s Supplemental Nutrition Assistance Program (SNAP).
But as the applications have increased, the budget for staffing, benefit eligibility determinations and other related tasks has not. Hazel said the situation has increased the amount of time customers have to wait for their eligibility to be verified and a backlog of work on staff that turns into error rates on applications.
In 2009, the percentage of errors on a Medicaid eligibility application was 16 percent — pieces of information were missing, applications were incomplete, etc. That drove the decision to create CommonHelp.
“We were faced with the thought that we had to have a more permanent solution to provide better access to citizens and reduce the eligibility application [error] rates,” Hazel said.
“This ultimately is not simply about eligibility determinations,” he added. “It's about better case management and providing a higher quality service and being able to measure the results of the services we provide.”
Deloitte's involvement in the project began years ago. The company was originally brought on by the Virginia Department of Social Services to build a website so that residents could apply online for child-care benefits.
But as the Department of Health and Human Resources decided to integrate its siloed systems and transition to service-oriented architecture — a collection of Web services and technology components that can help connect disparate systems — the initial child-care project was expanded.
Deloitte used the original technology it developed for a similar project in Michigan and adapted it to fit Virginia's needs.
Virginia staff was also a big part of the portal’s development. The language used on the website was vetted through test audiences to ensure words were understandable, and social service workers were consulted so that the system was intuitive even to users not familiar with computers.
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