"We're bringing our state's human services system into the 21st century by updating technology and providing consumers with new ways to apply for services," Health and Human Services Executive Commissioner Albert Hawkins said. "Our new system will create more options for consumers. It will simplify processing for employees. And it will save money."
HHSC also evaluated the possibility of state-run call centers, and an analysis found that contracting for those services would save taxpayers an additional $210 million. The five-year, $899 million contract with Accenture includes a number of subcontractors, including Maximus, and HHSC estimates 22 percent of the contract dollars will go to historically underutilized businesses.
"It's time to transform the state's 8 to 5, one-size-fits-all system," Hawkins said. "We're redesigning our programs around consumers, with extended business hours and multiple ways Texans can apply for services at times and places that are convenient to them."
The new system will allow Texans to apply for a variety of services -- including Medicaid, food stamps, the Children's Health Insurance Program (CHIP), Temporary Assistance to Needy Families (TANF) and long-term care -- in person, through the Internet, over the phone and by fax or mail. The call centers, which will provide assistance from 8 a.m. to 8 p.m., will receive and process applications, and consumers will be able to track the progress of their applications through an automated phone system. The number for assistance will be 2-1-1.
Hawkins said another key advantage of the proposed system is improved access to state services for working Texans, for people who lack transportation or live in remote areas, and for others who have difficulty traveling.
"Working Texans will benefit most from the changes we're making," Hawkins said. "Right now, a person must apply for most health and human services at a state office that operates during normal business hours. For many of our consumers, that means taking off from work for several hours just to find out if they qualify for services."
The four call centers, which will employ 2,500 private-sector workers, will act as the nerve center of the state's new system with state-of-the-art document imaging and processing. All four call centers will be located in Texas, but the locations are still under discussion.
In addition to the private-sector employees, there will be 298 state employees at the call centers. The state employees will determine whether applicants are eligible for services and will be responsible for quality control. An additional 2,600 state employees will continue to staff field offices across Texas for people who prefer to apply for services in person.
"This contract includes provisions that emphasize excellent customer service and ensure strong accountability for tax dollars," Hawkins said. "The payment is based on the volume of work done and the ability to meet strict standards for timeliness and accuracy."
HHSC will begin phasing in the new system in November when Accenture takes over processing CHIP applications. The CHIP application process, which was outsourced when the program was created in 2000, will be integrated with Medicaid, food stamps, TANF and long-term care as part of the contract with Accenture. The current CHIP call center's duties also will be folded into the new call centers to reduce duplication of services and make it easier for Texans who are applying for multiple services.
Additional information is posted online.
