Business Intelligence Solutions for Human Services

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Business Intelligence Solutions for Human Services
January 14, 2009 NYS Forum, Albany, NY

• Daniel C. Chan
• Chief Information OfficerOffice of Temporary and
  Disability Assistance

In collaboration with Office of Children and
Family Services Department of Health
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What we are applying BI for?

• Enhance User Experience Outcomes
• Maximize ROI for Technology
• Define, Measure, Analysis, Implement and Verify
  (DMAIV)
• Continuous Improvement
• Make Win-Win Decision

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Strategy for Achieving Successful Outcomes
Organization vision and goals
Enterprise Architecture Governance
Master Plan and Actions
iterative
Collective Intelligence
People
Sustainability
Enabler
Process
Technology
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1. Mission
3. Goals
2. Strategy
4. Actions
5. Metrics
6. Technology
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User Feedback for Online Self-Service Tool
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Monthly FS Screenings Performed by myBenefits
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Why Number of Hits gtgt Screenings?
UI Unemployment Insurance
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Application Service Dashboard
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Next Steps for myBenefits

• Online application
• Track User Behavior
• Rules Engine for Eligibility Determination
• Machine Learning
• Central Hub for Accessing Health and Human
  Services

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Collective Intelligence Approach

• SOS - datamart
• Shared Analytics Engine/Lessons Learned
• Local County Applications
• Integrated Data Course

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Why Collective Intelligence?
10,000-hour rule 3.5 years _at_8 hrs/day 365
days/year to master a topic

• 15 Core Developers Produced over 80 of Features
• Additional Enhancements Supported by a Broader
  Group

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Infrastructure
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Tools Requested by the Users and Built for the
Users
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Cross Agency Reporting Projects
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Security Model
Counties only have access to their data and
folders.
Report

• Report Administrator access to all folders
• Report Writers development folder
• Report Consumers access to authorized folders
  only

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Tips / Tricks / Techniques for Report Authors
MS SharePoint 2003
Custom Portal Tabs
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Standards and Functionality
List report Graphics
Maps Comparisons Report
Definition
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Interpreting Integrating Data Course

• Cross agency team defined
• Goal Build awareness of resource availability
• Survey with 10 key questions developed
• Statewide interviews conducted
• Results documented and categorized
• Pilot class offered and critiqued

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Measurable Outcomes

• One county saved 1.8 million dollars in cost from
  1,902 fraudulent MA cases in 2007
• Improved efficiencies in the flow of customers
  through waiting rooms (55 decrease in wait time
  over 6 months in one county lt 45 minutes
• Justify a 14 increase in foster care placements
  while experiencing a 1.4 million shortfall in
  the budget year

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In Closing
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