Opinion: New Benefit System Suits More Texans - Albert Hawkins (new comments added)

See comments added at the bottom of this post in blue.

Albert Hawkins
Special to the San Antonio Express-News
5/31/2006

The San Antonio Express-News has published several news stories and columns about the state's plan to add new ways for Texans to apply for services such as Medicaid and food stamps. But all have failed to include an important point of view - that of the client.

(Actually, many articles have addressed those concerns of the clients- specifically the ones who are already dealing with the call centers that are not getting their benefits.)

I understand the concerns of special-interest groups and employees worried
about the loss of state jobs.

(Once again, this isn't even about the jobs. Furthermore, rumor has it that enough people have left that hardly anyone will be laid off....)

But my primary focus is on the millions of Texans who rely on our
services. We are listening to their voices, and they tell us they are ready for
change. A recent survey of more than 1,000 Texans enrolled in Medicaid and other
health and human services programs found 80 percent of clients said they
would be interested in applying by phone, and 82 percent want to be able
to apply outside of normal work hours.

(That is, until they actually do and realize what a confused mess it all is and that any benefit to applying by phone is far outweighed by the time it takes to deal with an actual caseworker and get the actual case completed in a timely fashion)

We recognize that some clients prefer to conduct business in person at a
state benefits office.

While the Express-News is fond of saying the state "will shutter state
offices," the truth is that we will maintain more than 200 offices across
Texas. San Antonio will continue to have four state benefits offices.
Two San Antonio offices will close - one is located on the same block as
another benefits office and the other is within five miles of two other offices.

The project is not without its share of critics.

There are some who philosophically oppose outsourcing state functions to
the private sector. I appreciate that political position, but our approach has been driven by the statutory requirement to determine the most effective and efficient
way to deliver services. Our analysis found that contracting for call center services would generate more savings than state-run call centers.

(YOUR analysis says that, but none of the others actually do)

All calls are answered in Texas (when they actually GET answered, that is), and one of the four call centers is located in San Antonio. The contract includes strict performance standards to ensure the state doesn't pay for services that aren't delivered, and we have identified several areas where improvements must be made.
In the meantime, we have delayed the rollout of the new system.

The Express-News recently ran an article about a letter signed by four
members of the Texas congressional delegation opposing our efforts to
expand the ways Texans can apply for state services ("Congressmen attack
privatization plan," Thursday).

I was disappointed that the paper did not give equal attention to a letter
signed by 20 Texas representatives in support of the project. As these
leaders pointed out, there is a clear need for change.

Our system is badly out of date.

It uses a computer system built on a language that colleges no longer
teach. Its one-size-fits-all approach makes it especially difficult for the
working poor - people who must take off work to go sit in an office.

We still send Medicaid letters to clients each month - at a cost of almost
$750,000 for each mailing.

(Then change that, THAT expense has NOTHING to do with call centers at all.)

I understand and expect that a project of this magnitude will be closely
watched by the public, legislators and the press.

We will continue to monitor the project's performance; act quickly and
aggressively to improve shortcomings; and provide regular updates on our
progress.

Certainly, we still need to improve the project's performance, but that is
not an argument for maintaining an inefficient and outdated system.
We're still in the earliest phases of this project, but we remain
committed to creating a system that works better and costs less.

Albert Hawkins is Health and Human Services executive commissioner.

The following comments (in blue) were left on this issue, I didn't want anyone to miss them:

Anonymous said...
You know I have no problem with a client applying by phone or internet if it better fits their needs, but why not let US work those cases and answer those phones. IF the focus is REALLY on clients wanting a change why not change it in a way that actually helps them AND retains tenured staff who know what they're doing. DADS has a 1-800 number that when dialed automatically rings at the closest local office. Why do we need huge call centers when we could do the same as DADS? The savings just ain't there so they need to just throw out that talking point. I can tell you that 80% of MY clients don't want this change. They nearly all want our office to stay open so that we're there when they need us.

Anonymous said...
Us too. To expand on that- why not just plan and let local offices be open until 8- and staff accordingly. It's not impossible to do.The clients also want us there. There is something reassuring to know you can walk into a local office, and actually TALK to the person who interviewed you and finished your case. Or actually TALK face to face with the Supervisor if there is a problem. The way of the world is moving everything to call banks- problem is, if I don't like the call center I deal with at Cingular, I can change companies....I have choices. Clients do not.

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