Modernization

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  • Service Delivery Model Workgroup

  • In July 2011, The Service Delivery Model Workgroup was assembled to provide a critical eye on the “as is” service delivery model and make high level recommendations on how to proceed with an agency on the brink of change, to include the business and technology transformation along with the implementation of the Oracle software. 
  • Although service delivery is a broad and complex topic, a list was developed of specific areas of improvement that could be made if we had the technology to support them. The workgroup created four categories of service delivery areas along with a list of benefits, challenges and action steps for each area. 
  • The four categories are:
  • 1) Ways to Access Services & Self Service
    The ability for our customers to access benefit information at any location, through any medium, at all hours of the day.
  • 2) Assisted Service 
    Assisted service is defined as those customers who wish human interaction through face to face, telephone, or internet (email, live chat, social media) contact.
  • 3) Consistency in Outcomes – Outcome driven
    It is the goal of assisted service to provide a seamless process across all branches. This means that if a customer applies for services in Portland and then sometime later drives to Bend, the customer would not recognize a difference in services any more than a Starbucks customer would notice a difference between two Starbucks franchises.
  • 4) Cultural Changes
    There will be a shift in the way staff and customers think, communicate and process information. It is essential to prepare staff to think about the way they do work differently. This includes terminology such as client versus customer.  To make this shift a reality, leadership from management and front line staff that embrace the change will be needed to assist more resistant staff in becoming comfortable with this cultural shift.


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Project Terminology Spotlight

PPACA: The Patient Protection and Affordable Care Act establishes a health insurance marketplace in each state. At the marketplace, consumers can obtain medical care coverage for themselves and their families. The public corporation that administers our marketplace is Cover Oregon.