We will work together to redesign human services, creating an experience that is easy to navigate, uses the technology people are used to using in their daily lives, and meets them where they are. This vision, which we call “integrated service delivery,” requires a major change from how things work today.
The vision includes giving individuals and families the power to focus on personal goals, helping them prioritize and address immediate needs, and providing information about possible root causes for them to consider, as well as possible programs and services that might be a fit. We envision that programs and services will be coordinated across the community, county, tribal nation, and state. People will be able to choose supports and services that fit their lives, wants, needs, and goals.
The vision is that no matter where or how people begin to explore human services, they will be able to learn about and access the breadth of programs and services available. This should be the same whether the individual or family is talking to staff face to face or over the phone or internet, or using an electronic device, such as a computer, a kiosk or device that’s not their personal computer, a cell phone or another device. This also means using dynamic or “smart” forms, applications and processes to save time and drive efficiency. Interactions between people and how they arrange and receive services are on a spectrum, from low-touch, or mostly self-service online, to high-touch direct assistance from staff.
We are setting goals around measurement and continuous improvement, using data in new ways, combining population and individual data. The goal that guides the vision for data in the model is to answer the question “are people better off?”
Integrated technology systems will provide a shared workspace and online account. Staff across the state will be able to spend less time doing data entry and workarounds for aged, flawed or unconnected systems. Instead they’ll be able to focus on more strategic, proactive work.
People will have the option to use an online account, where their information will be stored and organized, though they will also still have other options, such as telephone and in-person. Any option will allow the same pathways to service. In addition to better IT systems and improving service delivery, the alignment and simplification of programs and policies is an important part of the vision.