Policy and Practice August 2016

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Service Delivery
At the risk of stating the obvious, technology has already changed everything about how we deliver human services and the
changes keep coming.
The Affordable Care Act (ACA) brought a “no touch” eligibility experience to the forefront of the Medicaid application
experience. Beyond ACA, states continue to pursue this vision as part of the modernization efforts. The efficiencies of
no-touch processing continue to be a significant justification for investments in modernization. But not all federal programs
have embraced this approach. Staff and clients must rationalize these, sometimes competing, service delivery models.
ISM2016 provides insight into how different states are approaching this paradox.
Our clients are also looking for low-touch opportunities that take the bureaucracy out of getting help. Enter the notion of
Client Portals that allow clients to get information, apply for multiple programs, and report life events one time in a single
seamless online experience—without ever stepping foot in a government building. ISM2016 highlights industry thought
leadership and real-world experience on the road to “no wrong door” service delivery.
In the past, federal partner rules guided states toward proven solutions that tended to be more monolithic and rigid to
change. With CMS’s Medicaid Information Technology Architecture (MITA) as the vanguard and the Administration for
Children and Families (ACF) close behind, we’re seeing the federal government move toward modular, component-based
approaches in funding state solutions. This change enables states to implement solutions that can change quickly as
technology changes and adapt quickly to evolving business needs. At ISM2016, you’ll hear more about new CCWIS changes
that embrace modularity, flexibility, mobility, and agility.
While the conference has a track dedicated to data analytics, ISM2016 also explores the impacts of analytics on integrated
service delivery at the worker level.
Technology is also changing the way we train staff and share knowledge and best practice.
Budgets have forced states to look for more efficient training options, like eLearning. Not only are more eLearning options
available, Millennials, who have grown up with the Internet, embrace online learning, share everything, and expect be able
to find information as they need it. ISM2016 provides opportunities to hear how states and industry partners have put “just
in time” learning in the hands of their staff.
One of the key benefits of the annual ISM conference is the opportunity to share ideas and successes. Every year, state
and local governments showcase creative service delivery improvement solutions. In the many networking opportunities,
attendees are able to make connections with others trying to solve similar programs. The seeds of innovation and
inspiration are sown. People borrow good ideas and make them even better. This year, we’ll hear from a couple of states
that took inspiration they gained at an ISM conference back home and made lasting improvements.
Be Sure to Attend Breakout Sessions
Based on All Our Themes:
Data Analytics
Federal Guidance
Agile/Modular Methodology
Disruptive Technology
Service Delivery
Leadership
Security