Reimagining State Service Delivery for Enhanced User Experience
Explore the initiative by DHSS to revamp service delivery, involving community engagement and a focus on accessibility and trauma-informed care. Discover the process phases, ideal and realistic user journeys, and goals for improving state services in Delaware.
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Presentation Transcript
DHSS: REIMAGINING SERVICES DANIELWALKER DEPUTY CABINET SECRETARY DEPARTMENT OF HEALTH AND SOCIAL SERVICES (DHSS) Wilmington City Council October 26, 2022 1
MEETING GOALS Introduce the Reimagining State Service Initiative Present the approach, plan, and timeline Request for help with participation Questions 2
REIMAGINING STATE SERVICE DELIVERY Goal: streamline and improve service delivery to enhance the client experience Assess the service model Engage community leaders and impacted people Shift toward accessible and trauma-informed service delivery This process of rethinking services and operations will require integration across divisions and departments & coordination of resources 3
PHASES OF REIMAGINING SERVICES Phase 3: Implement Phase 1: Assess Phase 2: Engage Interview and survey stakeholders, leaders and community members Research Interview and survey stakeholders, leaders and community members Interviews State Service Center Staff Understand current State Service Center processes Develop new approaches with DHSS and stakeholders Develop new approaches with DHSS and stakeholders Where are we now? Engaging stakeholders and surveying impacted people 6
PHASE 2: COMMUNITY ENGAGEMENT GOAL: Examine the current system to understand how DHSS can offer effective, person-centered services, easily accessible to those who need them across our state. 1. What services have Delawareans received from the state? 2. What is the experience of Delawareans seeking, receiving and/or providing state services? 3. What services do Delawareans need from the state that they are not currently receiving, or cannot currently receive? 4. How can the state improve the user experience? BIG QUESTIONS 7
ENGAGING ALL PERSPECTIVES Service Center Approach Community Approach Key staff of the five centers with the highest volume each year Community leaders from communities near the five centers with the highest volume each year Key service providers Community-based organizations Key social service organizations Impacted people 8
ENGAGEMENT TOOLS Emails and Phone Calls Online User Experience Survey (on de.gov/community) Stakeholder Survey Focus Groups One-on-one Interviews 10
REQUESTS FOR YOUR SUPPORT Community Organizations: The names of key individuals from organizations in your community that provide services. Outreach to Constituents: Help us spread the word to your constituents to complete the user experience survey. See the tools and templates available in the communications package. 11
THANK YOU 13
