Governing for Results 6 - Washington State Digital Archives

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Department of Social and Health Services ESA Saves Money, Time & Trees State agencies that regulate the public through Washington Administrative Code (WAC) rules are required by law to mail out copies of proposed rules. To comply, agencies like DSHS keep dozens of mailing lists and may copy and mail thousands of pages a year. The Economic Services Administration (ESA) Regulatory Improvement Team surveyed customers, then updated obsolete mailing lists, replaced some mailings with a one-page summary, and set up an email group. These few changes allow ESA to save thousands of dollars every year in copy and mailing costs (summaries and email use far less paper and postage), and send information only to people who really want and can use it, keeping expensive, unwanted copies out of recycle bins and trash cans. Best of all, the changes were made without requiring any new or extra work from rule-writers and support staff. Several other DSHS administrations have expressed interest in applying these kinds of changes to their WAC mailings; this would spread the savings across the entire department. Results ★ Saved $22,700 annually in the cost of mailings. ★ Improved customer service by allowing people to choose their preferred format for requested information. ★ Established consistency in how mailings are done and who receives them. Established a system to keep ESA mailing lists updated. ★ Applied less expensive Internet technology to our rule-making efforts for the first time. Team Name: ESA Regulatory Improvement Team Team Members: Roy Rocchi, Milladean Clark, Amy Daland, Judith Richard, Paula Pelletier, Faye Kitna, Kay Hanvey, Kevin Sullivan, Mark Westenhaver, Ian Horlor, Mark Redal, Carolyn Horlor, Nancy Koptur, Val Ivey, Tom Medina, John Kelly, Sydney Doré CONTACT: Margaret Vogeli, (360) 413-3013 69
Department of Social and Health Services Confusing Letters Simplified, Saving $, Time, Frustration Older persons and adults with disabilities sometimes qualify for help with personal care (COPES). Those living in community settings (Adult Family Homes, Assisted Living Facilities, and Boarding Homes) get two letters about eligibility and the part they must pay, one from a financial worker and one from a social worker. The participation amounts in the two letters are different, because the social worker includes costs for room and board. The letters cause a lot of confusion, and Aging and Adult Services (AASA) staff gets many frustrated calls from clients trying to understand their payment obligations. AASA Home and Community Services staff in Region 6 (Southwest Washington) decided to test a possible solution to the problem. They came up with a plan to consolidate all the information in one letter, issued by the financial worker. Special information is entered into each client’s letter, “customizing” the message. While this is time consuming for financial staff, they volunteered to “go the extra mile” in order to reduce confusion for clients. Results ★ $913 and 380 staff hours saved per year, by eliminating four letters per client per year. ★ Improved communication with clients and providers, and significant reduction in frustrated calls. ★ Plans for expansion statewide, enabling computer efficiencies to reduce workload impact for financial workers. Team Name: Application Workgroup Team Members: Penny Black, Lori Hammons, Linda Dieter, Sandy Lail, Bill Moss, Maureen Richter, Marrianne Backous, Lori Rolley, Barbara Follett, Helen Hodgson CONTACT: Deanna Rankos, (360) 493-2613 70
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Governing for Results 6 - Washington State Digital Archives

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