the 18 Edition of Governing for Results - Washington State Digital ...

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Department of Veterans Affairs Walla Walla Claims Improvement Process A performance review of the costs associated with providing claims services in the Walla Walla community was conducted in early 2000. This evaluation confirmed the average cost per veteran contact to be $69 and the average cost per claim to be $140. As a result, services were reduced from 5 days to 3 days a week and offered during peak times. This resulted in a 24-hr workweek versus an 80-hour week. Staff was reduced and hours of availability were adjusted accommodating the need at peak times. Costs for providing claims services have been reduced by 63% and services to the local community have been increased by 20%. This downsize has maintained the same quality of service while optimizing efficiencies by providing services when needed. Results ! Outreach and partnerships were developed through training seminars conducted for Veterans Organizations in the Walla Walla region. ! Costs per interview were reduced 93% ($69 to $5) by reducing staff and adjusting the availability of services. ! A cost per claim was reduced 63% ($140 to $15) by lowering the operational costs and increasing the number of clients being served. ! Client contacts and services have been increased 20%. Team Name: Veterans Services Contracts and Grants Section Team Members: Jim Rising, Alex Deluao, Ric Price, Willie Slusarski, John Waterbrook, Jim Irwin, Jimmy Grissom, Lee Henson CONTACT: Jim Rising, (360) 725-2188 82
Employment Security Department WPLEX Performance Improvements The WorkFirst Post-Employment Labor Exchange (WPLEX) Program was established to help WorkFirst participants get a better job, increase earnings, and become independent from welfare. At first, WPLEX only measured the number of customers provided information and referrals. There was no way to sort WPLEX’s performance related to client wage progression, exit from welfare, or skill enhancement from community colleges. Due to unclear WPLEX benefits, service delivery partners infrequently accessed the program. A team of partners and WPLEX staff used project management tools to improve measurements and promote services. They reprogrammed the system—changing intervals of customer contact, improving staff training, increasing communication with partners, and developing a new business outreach strategy. The coordination of WPLEX services blends with local service delivery systems to provide a continuum of job retention and wage progression for WorkFirst customers. Results ! Increased number of clients receiving wage progression services by 55%. ! Annual earnings for WPLEX clients increased by 48% third quarter of 2001. ! 45.14% increase in clients contacted by WPLEX. ! 12.15% of WPLEX clients returned to welfare vs. 19.58% for entire caseload. ! 5.8% increase in enrollment in job training at community and technical colleges. Team Name: WPLEX Performance Team Team Members: Ed Clark, Mike Berkshire, Juli Murrain, Sandra Ross, Treva Selvin, Sandy Miller, J’Neil Lee, Juanita Booker, Scott Clay-Poole, Bonnie Ross, Lola Barkley, Barbara Paine; DSHS: Rick Krauss, Lynette Tracy; North Seattle Community College: Sue Nelson; Highline Community College: Rebecca Rhodes CONTACT: Mark Brown, (206) 766-7235 83
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Welcome to the 18 th Edition of Gov
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TABLE OF CONTENTS MULTIPLE AGENCY P
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SINGLE AGENCY PROJECTS Board of Acc
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Department of Social and Health Ser
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Washington State School for the Bli
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Office of Administrative Hearings;
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Board of Accountancy Efficiencies t
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Board of Industrial Insurance Appea
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Department of Agriculture Remote Ac
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Department of Corrections Notary Se
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Department of Corrections State Iss
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Department of Corrections Cellular
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Department of Corrections Too Many
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Department of Corrections Sewage Gr
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Department of Corrections VA/OJT Pr
Page 41 and 42: Department of Ecology Stormwater Ma
Page 43 and 44: Department of Financial Institution
Page 45 and 46: Department of General Administratio
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Page 49 and 50: Department of Labor and Industries
Page 57 and 58: Department of Licensing Disabled Pe
Page 59 and 60: Department of Printing Fast Forward
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Page 63 and 64: Department of Retirement Systems On
Page 65 and 66: Department of Revenue IT Learning P
Page 67 and 68: Department of Revenue ELF Payment a
Page 69 and 70: Department of Revenue Forest Tax GI
Page 71 and 72: Department of Revenue Telecommunica
Page 73 and 74: Department of Revenue Appeals Revoc
Page 75 and 76: Department of Social and Health Ser
Page 83 and 84: Department of Transportation Vortex
Page 85 and 86: Department of Transportation Mainte
Page 87 and 88: Department of Transportation A Trip
Page 89 and 90: Department of Veterans Affairs Coun
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Page 95 and 96: Employment Security Department Work
Page 97 and 98: Employment Security Department Got
Page 99 and 100: Gambling Commission Automated Recor
Page 101 and 102: Health Care Authority Improved Mail
Page 103 and 104: Washington State Patrol Licensing V
Page 105: Western Washington Growth Managemen
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