# Presentation: 090112

## Using the Web for Preeligibility screening and online application

- {June 2003}
- {presenter}

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Using the Web for Preeligibility screening and online application
(June 2003)
(presenter)

## Objectives

- Communicate current practice1 - using the Web for public, interactive:
- Preeligibility screening
- Online application processing
- Next Steps
- Creating {improving} interactive preeligibility {and online application} capability for our {State organization, program}

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Objectives
Communicate current practice1 - using the Web for public, interactive:
Preeligibility screening
Online application processing
Next Steps
Creating {improving} interactive preeligibility {and online application} capability for our {State organization, program}

## Topics

- Overview of Current Practice
- Evolutionary Model
- Experiences and Approaches
- Next Steps

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Topics
Overview of Current Practice
Evolutionary Model
Experiences and Approaches
Next Steps

## E-government is Government!

- Internet use is significant and growing2
- 143 Million (54%) Americans on line.
- Children-teenagers largest user group.
- Households with single mothers fastest growth rate
- Citizens *expecting* electronic access
- Self service
- Customer centric
- Personalized
- All levels of government relying on the Web
- Federal, State, Local

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E-government is Government! 
Internet use is significant and growing2
143 Million (54%) Americans on line.
Children-teenagers largest user group.
Households with single mothers fastest growth rate
Citizens expecting electronic access
Self service
Customer centric
Personalized
All levels of government relying on the Web
Federal, State, Local

## Finding, Evaluating, Applying for Services online

- Many government (State) examples
- Diversity
- Approaches (stand alone  integrated)
- Complexity (quick look  comprehensive)
- Scope (single  multiple programs)
- Several Years of operational experience

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Finding, Evaluating, Applying for Services online
Many government (State) examples
Diversity
Approaches (stand alone  integrated)
Complexity (quick look comprehensive)
Scope (single multiple programs)
Several Years of operational experience

## Interactive Websites3

- Alaska  - Food Stamp Eligibility Calculator
- Colorado - Division of Aging and Adult Services Benefits (Rx) checkup
- Florida* - Public Assistance Screening Survey
- GovBenefits* - Federal benefits program screening (Office of Management and Budget e-government initiative)
- Illinois - Service Locator Tool
- Kentucky* - KyCares online services/information directory and guide
- Maryland - *Am I Eligible?*
- Massachusetts - MassCARES, Resource locator, eligibility calculator
- Michigan* - Assistance and Referral System (MARS) 		 (MIChild, Healthy Kids, Healthy Kids for Pregnant Women)4*in-depth,  online Application

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Interactive Websites3
Alaska  - Food Stamp Eligibility Calculator
Colorado - Division of Aging and Adult Services Benefits (Rx) checkup
Florida* - Public Assistance Screening Survey
GovBenefits* - Federal benefits program screening (Office of Management and Budget e-government initiative) 
Illinois - Service Locator Tool
Kentucky* - KyCares online services/information directory and guide 
Maryland - Am I Eligible?
Massachusetts - MassCARES, Resource locator, eligibility calculator
Michigan* - Assistance and Referral System (MARS) 
(MIChild, Healthy Kids, Healthy Kids for Pregnant Women)4*in-depth, online Application

## Interactive Websites (2 of 2)

- Nebraska - Resource Referral System (NRRS)
- New York - Citizen Services Guide
- Oregon - Multnomah County - Benefit Calculator
- 	Pennsylvania* - COMPASS
- Texas* - STARS
- Vermont - Service net and Common Application Tool (internal)
- Virginia	- *Am I Eligible For Assistance?* screening tool				- City of Norfolk ACCESS Pre-screening
-  	Washington*	- Trial Eligibility Calculator					  Online Application for Services
- *in-depth,  online Application

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Interactive Websites (2 of 2)
Nebraska - Resource Referral System (NRRS)
New York - Citizen Services Guide
Oregon - Multnomah County - Benefit Calculator
Pennsylvania* - COMPASS
Texas* - STARS
Vermont - Service net and Common Application Tool (internal)
Virginia - Am I Eligible For Assistance? screening tool - City of Norfolk ACCESS Pre-screening
Washington*- Trial Eligibility Calculator Online Application for Services
*in-depth, online Application

## Evolutionary Model (1 of 2)

- Information dissemination
- Agency  Web presence, background
- Limited (general) understanding of programs
- Basic forms and referral
- Programs, services fully described
- Contacts for specific programs / services
- Self-initiate the application process (print e-forms)
- Personalized, interactive service filtering
- Quickly identify programs to fit individual’s situation
- No need to research non applicable services

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Evolutionary Model (1 of 2)
Information dissemination
Agency  Web presence, background
Limited (general) understanding of programs
2. Basic forms and referral
Programs, services fully described
Contacts for specific programs / services
Self-initiate the application process (print e-forms)
3. Personalized, interactive service filtering
Quickly identify programs to fit individual’s situation
No need to research non applicable services

## Evolutionary Model (2 of 2)

- Integrated screening and application process
- Find and apply for services that suite individual situation
- on line submittal
- Comprehensive, constituent-centric self service
- Full service
- Lifecycle oriented
- Self directed (managed)

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Evolutionary Model (2 of 2)
4. Integrated screening and application process
- Find and apply for services that suite individual situation on line submittal
5. Comprehensive, constituent-centric self service
Full service
Lifecycle oriented
Self directed (managed)

## Experiences and Approaches

- Motivation
- Benefits
- Multiple Programs
- Resource Locators
- Preeligibility Screening
- Online Application
- Technology
- Lifecycle Processes
- Usability

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Experiences and Approaches
Motivation
Benefits
Multiple Programs
Resource Locators
Preeligibility Screening
Online Application
Technology
Lifecycle Processes
Usability

## Motivation

- Make HS Programs more accessible to the general public
- Clients
- Self initiate getting help
- Break down barriers to access services
- Get people though the door
- Others
- Eligibility workers, field staff
- Third parties, advocates
- Students, researchers
- Legislative aids

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Motivation
Make HS Programs more accessible to the general public
Clients
- Self initiate getting help
Break down barriers to access services
Get people though the door
Others
Eligibility workers, field staff
Third parties, advocates Students, researchers 
Legislative aids

## Benefits

- Qualitative
- Convenience
- Better client-informed decisions
- Better use of time
- Stay connected with caseworker
- Quantitative
- Number of Web-based applications small, but growing
- No hard (ROI) data
- Lack of reliable pre- and post-deployment measures
- Use Web Server measures to indicate use and benefit

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Benefits
Qualitative
Convenience 
Better client-informed decisions
Better use of time
Stay connected with caseworker
Quantitative
Number of Web-based applications small, but growing
No hard (ROI) data
-Lack of reliable pre- and post-deployment measures
-Use Web Server measures to indicate use and benefit

## Multiple Programs

- Most Websites screened for several programs
*No wrong door*, *one stop shopping*
- Tool for State worker as well as potential client
- Stakeholder and maintenance implications
- Adding programs
- Handling eligibility rules across programs
- Interfaces to heterogeneous backend systems

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Multiple Programs
Most Websites screened for several programs
No wrong door, one stop shopping
Tool for State worker as well as potential client
Stakeholder and maintenance implications
Adding programs
Handling eligibility rules across programs
Interfaces to heterogeneous backend systems

## Resource Locators

- Help a (somewhat) knowledgeable user determine what is available and where to go for help.
- Simple ways to browse or search for programs  or services (need / service centric)
- Taxonomy (categorization)

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Multiple Programs
Resource Locators
Help a (somewhat) knowledgeable user determine what is available and where to go for help.
Simple ways to browse or search for programs  or services (need / service centric)
Taxonomy (categorization)

## Preeligibility Screening

**Screen in, not out**
- Anonymous
- Quick look
- Minimum questions, Minimum Time
- Simplified rules - close enough
- Qualified (*you may/may not ...*)
- Personalized
- Point the user in the right direction
- Program / service descriptions
- Contacts
- Applications for services

- Template

**Notes:**
Text on slide:
Preeligibility Screening
Screen in, not out
Anonymous
Quick look
Minimum questions, Minimum Time
Simplified rules - close enough
Qualified (you may/may not ...)
Personalized
Point the user in the right direction
Program/service descriptions
Contacts
Applications for services

## Online Application (1 of 2)

- Series of Interactive forms
- Guided
- Many programs
- Interactive features
- Application date based on electronic submittal
- Written signature (not electronic)
- Application completion period
- 30 days
- No limit

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**Notes:**
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Online Application (1 of 2)
Series of Interactive forms
Guided
Many programs
Interactive features
Application date based on electronic submittal
Written signature (not electronic)
Application completion period
30 days
No limit

## Online Application (2 of 2)

- In-process data not available to Staff
- Interface to backend systems - loosely coupled
- Reduce risk of change impact
- Two ways
- Extract from Web DB, print, use as per manual process, or
- Automated upload to eligibility system

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**Notes:**
Text on slide:
Online Application (2 of 2)
In-process data not available to Staff
Interface to backend systems - loosely coupled
Reduce risk of change impact
Two ways
Extract from Web DB, print, use as per manual process, or
Automated upload to eligibility system

## Technology

- Web-based system & software application architectures
- Web server, Application server, DB Server, automated/manual interface to core systems
- Use of rule engines, table-driven, and hard-coded logic
- Host & Client side rule processing
- Change is constant
- An adaptable system and application architecture is essential
- Add Programs
- Page content and software applications considered together

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**Notes:**
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Technology
Web-based system & software application architectures
Web server, Application server, DB Server, automated/manual interface to core systems
Use of rule engines, table-driven, and hard-coded logic
Host & Client side rule processing
Change is constant
An adaptable system and application architecture is essential 
Add Programs
Page content and software applications considered together

## Life cycle processes

- Grass roots
- Department - division initiative
- Internal staff (augment)
- Stand-alone, release to state-wide operation
- Formal
- Larger projects, vision, architecture
- Timeframe - few months to a year
- Incremental, Evolutionary
- Key functionality first - get it out there
- Iterate on user features, Programs
- User feedback, vision

- Template

**Notes:**
Text on slide:
Life cycle processes
Grass roots
Department - division initiative
Internal staff (augment)
Stand-alone, release to state-wide operation
Formal
- Larger projects, vision, architecture
Timeframe - few months to a year
Incremental, Evolutionary
-Key functionality first - get it out there
-Iterate on user features, Programs
-User feedback, vision

## Usability

*Traditional* good website design practices
- Keep it simple - user/reader centric
- User features
- Limited jargon - explanations
- Languages
- Section 508
- Screen controls (back button)
- Timeouts
- User Surveys

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**Notes:**
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Usability
Traditional good website design practices
Keep it simple - user/reader centric
User features
-Limited jargon – explanations
-Language-Section 508
-Screen controls (back button)
-Timeouts
User Surveys

## Next Steps

- Template

**Notes:**
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Next Steps

## End Notes

- This presentation is based on the report: _Modernization of State TANF Systems, Using the Web for Preeligibility Screening._ U.S. Department of Health and Human Services, Administration for Children and Families. June 2003. Available from: _http://www.acf.hhs.gov/nhsitrc/_.See Sections 1.2 and 1.3 of the report for further information on the Purpose, Scope, and Approach.
- Section 1.1 of the Report provides some general insight into the use and expectations of those accessing the web.
- The list of websites are those that were identified by the Study documented in the report. Others undoubtedly exist.
- Applications for the MIChild, Healthy Kids, and Healthy Kids for Pregnant Women programs were not reviewed in the study)

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