Attachment E - Draft Service Blueprints.pdf
PDF 193 KB Posted
- Attached to
- Florida WINS Customer Portal Solutions
- Solicitation number
- RFI-06400
- Issued by
- Leon County, Tallahassee City, Florida
About this file
This document is a draft service blueprint for the Florida WINS Customer Portal Solutions, a contract opportunity from the Florida Department of Commerce (COM). The blueprint outlines the customer journey and processes for various state agencies involved, including the Department of Children and Families (DCF), Department of Education (DOE), and Local Workforce Development Boards (LWDB). The key services requested include a customer portal, virtual assistant, service wizard, application pre-population, eligibility documentation management, appointment scheduling, and job search assistance. The contract opportunity includes addendums with additional details, including a Schedule IV-B attachment. The contract term and renewal options are not specified.
The draft blueprint indicates the portal will integrate with partner agency systems and provide a unified experience for customers to discover, request, and receive services from multiple state programs. Pricing terms, set-asides, and funding sources are not provided. The document suggests the current environment involves disparate systems and the need for improved customer experience and cross-agency coordination.
View the file
Other files
| File | Type | Posted |
|---|---|---|
| 24-RFI-001-CM Addendum 2 FINAL.pdf | ||
| 24-RFI-001-CM Addendum 1.pdf | ||
| Schedule IV-B.pdf | ||
| 24-RFI-001-CM FINAL PDF DOC.pdf |
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Text version
Service Discovery Application/Service Request Plan Creation Plan Participation Employment
Service Blueprint: Customer Master Journey
Time
Evidence
Customer Journey
Line of Interaction
Frontstage
Employee Actions
Backstage Actions
Technology
Line of Visibility
Support Processes
Line of Internal Interaction
Customer wants to apply for benefits from the state
Customer searches for and finds the FL
WINS Customer
Portal
Customer is presented with list of programs they are potentially eligible for in the Common Intake
Form.
Customer selects a program they are interested in applying to.
Customer is provided with the program application, pre-populated with information from their profile.
Customer profile, service wizard results, and common intake form are provided to data hub
While navigating the site, a customer
Virtual Assistant is offered.
Support chatbot is integrated and offered across the website
Service Blueprint: Discovering, Requesting, and Receiving Services from FLWINS
While navigating, customer prefers to use Spanish language option
Entry Point
Translation services update content on website
The website content is updated from
English to Spanish.
Visible to Customer
Not Visible to Customer
Customer data is sent to partner agency case pool for assignment to a caseworker
More informed, the customer decides to create a profile on the FL
WINS Customer Portal
The Customer clicks on the 'Get Started' page and fills out the FL WINS
Common Intake Form.
Search Engine
Optimization (SEO) lists FL WINS at top of search
The customer, unsure of portal capabilities and layout, uses the Virtual Assistant to walk through a tutorial and ask questions.
Customer completes application and is informed necessary eligibility documentation based on the programs selected
The results of the wizard prompt a list of suggested programs for upskilling.
The customer profile is automatically saved in the CRM system
The service wizard results are automatically saved under their profile, if they have one created.
Customer gathers and electronically submits all required eligibility documentation.
Document upload functionality offers easy method to submit required documentation
Unsure of what the customer is looking for, the customer visits the 'Career
Navigator' and starts the '
Service Wizard'
Form auto-saves progress so that customer can return to complete it later
APIs support integration and transfer of data between data hub and partner agency systems
Employment outcomes are tracked for one year, prompting the customer to update status once a quarter.
Caseworker uses the
Customer 360 portal to review and make updates to the customer's application
Customer returns to their home dashboard where they can access:
Notification Center, Program at a
Glance tile, Resource Hub, Calendar/
Scheduling Tool, User Profile, Location Finder and the Benefits
Calculator.
The customer receives a text alert via the notification center informing them that they have been determined eligible for all selected programs and services.
Once determined eligible the customer is prompted to use the Program at a
Glance tile to review next steps.
The Programs at a Glance tile lists all of the actions the customer needs to take to start receiving services including scheduling meetings with caseworkers, using the Location Finder tool to find and book appointments with community providers.
The customer uses the
Scheduling Tool in the dashboard calendar to schedule meetings with program caseworkers.
The customer uses the Location
Finder tool to find local community providers and educational institutions. The customer uses the scheduling tool to make appointments.
Caseworkers meet with and help write the customer plan for services based on state's goals.
Community providers and educational institutions set up services with the customer based on stated goals outlined in the caseworker meeting.
Assigned caseworker can view applicant's information on the
Customer 360 Page
Notification center functionality prompts customer when action items are created/due
Using the Programs at a
Glance tile the customer easily tracks and provides status updates, appointments and next steps.
As the customer progresses through their plan they are easily able to track their benefits using the Benefits Estimator, which displays how much and how long until monetary benefits expire.
The customer searches for and applies to jobs.
The customer receives a job and updates their status, start date and salary information in the
Notification Center.
Caseworkers and community providers help the customer with job search.
FL WINS Website
5 minutes
FL WINS Service Wizard
3-5 minutes
FL WINS Common Intake Form
25-35 minutes
FL WINS Profile
3-5 minutes
Assigned customer action items are checked off on the Programs at a Glance tile as they are completed
Geolocation technology helps customer see service providers and resources near to them
End Point
FL WINS Customer Dashboard
10-30 days
Service Discovery Application/Service Request Plan Creation Plan Participation Employment
Intelligent call routing sends Anthony calls specific to the
CONNECT system.
Customer returns to their home dashboard where they can access:
Notification Center, Program at a
Glance tile, Resource Hub, Calendar/
Scheduling Tool, User Profile, Location Finder and the Benefits
Calculator.
Service Blueprint: FloridaCommerce Caseworker Journey
Time
Evidence
Customer Journey
Line of Interaction
Frontstage
Employee Actions
Backstage Actions
Technology
Line of Visibility
Support Processes
Line of Internal Interaction
Customer wants to apply for benefits from the state
Customer searches for and finds the FL
WINS Customer
Portal
Customer is presented with list of programs they are potentially eligible for in the Common Intake
Form.
Customer selects a program they are interested in applying to.
Customer is provided with the program application, pre-populated with information from their profile.
Customer profile, service wizard results, and common intake form are provided to data hub
While navigating the site, a customer
Virtual Assistant is offered.
Support chatbot is integrated and offered across the website
Service Blueprint: Discovering, Requesting, and Receiving Services from FLWINS
While navigating, customer prefers to use Spanish language option
Entry Point
Translation services update content on website
The website content is updated from
English to Spanish.
Visible to Customer
Not Visible to Customer
Customer data is sent to partner agency case pool for assignment to a caseworker
More informed, the customer decides to create a profile on the FL
WINS Customer Portal
The Customer clicks on the 'Get Started' page and fills out the FL WINS
Common Intake Form.
Search Engine
Optimization (SEO) lists FL WINS at top of search
The customer, unsure of portal capabilities and layout, uses the Virtual Assistant to walk through a tutorial and ask questions.
Customer completes application and is informed necessary eligibility documentation based on the programs selected
The results of the wizard prompt a list of suggested programs for upskilling.
The customer profile is automatically saved in the CRM system
The service wizard results are automatically saved under their profile, if they have one created.
Customer gathers and electronically submits all required eligibility documentation.
Document upload functionality offers easy method to submit required documentation
Unsure of what the customer is looking for, the customer visits the 'Career
Navigator' and starts the '
Service Wizard'
Form auto-saves progress so that customer can return to complete it later
APIs support integration and transfer of data between data hub and partner agency systems
Employment outcomes are tracked for one year, prompting the customer to update status once a quarter in the portal.
The customer receives a text alert via the notification center informing them that they have been determined eligible for all selected programs and services.
Once determined eligible the customer is prompted to use the Programs at a
Glance tile.
The Programs at a Glance tile lists all of the actions the customer needs to take to start receiving services including scheduling meetings with caseworkers, using the Location
Finder tool to find and appointments with community providers.
The customer uses the
Scheduling Tool in the dashboard calendar to schedule meetings with program caseworkers.
The customer uses the Location
Finder tool to find local community providers and educational institutions. The customer uses the scheduling tool to make appointments.
Community providers and educational institutions set up services with the customer based on stated goals outlined in the caseworker meeting.
Using the Programs at a
Glance tile the customer easily tracks and provides status updates, appointments and next steps.
As the customer progresses through their plan they are easily able to track their benefits using the Benefits Estimator, which displays how much and how long until monetary benefits expire.
The customer searches for and applies to jobs.
The customer receives a job and updates their status, start date and salary information in the
Notification Center.
FL WINS Website
5 minutes
FL WINS Service Wizard
3-5 minutes
FL WINS Common Intake Form
25-35 minutes
FL WINS Profile
3-5 minutes
Geolocation technology helps customer see service providers and resources near to them
End Point
Service Discovery Application/Service Request
Customer information is sent to DCF ACCESS
John meets with and helps write the customer plan for voluntary workforce services.
Community providers and educational institutions set up services with the customer based on stated goals outlined in the caseworker meeting.
John refers the customer to DOC to participate in workforce service programs and DOC refers customer to LWDBs
Plan Creation
Geolocation technology helps customer see service providers and resources near to them
Plan Participation Employment
John reviews submitted documentation in the
Document Center.
APIs support integration and transfer of data between data hub and partner agency systems
Notification center functionality prompts customer when action items are created/due
Assigned customer action items are checked off on the Next Steps page as they are completed
John clicks into the
Recommendations Engine in the customer 360 to see if there are other suitable programs for his customer.
John attends monthly check-in calls with the customer.
John updates the customers profile and status on the
Customer 360 page
DCF ACCCESS
integration enables referral to LWDBs
John keeps track of
TANF benefits provided to the customer via the
Customer 360 page
Customer returns to their home dashboard where they can access:
Notification Center, Program at a
Glance tile, Resource Hub, Calendar/
Scheduling Tool, User Profile, Location Finder and the Benefits
Calculator.
Service Blueprint: DCF Caseworker Journey
Time
Evidence
Customer Journey
Line of Interaction
Frontstage
Employee Actions
Backstage Actions
Technology
Line of Visibility
Support Processes
Line of Internal Interaction
Customer wants to apply for benefits from the state
Customer searches for and finds the FL
WINS Customer
Portal
Customer is presented with list of workforce programs they are potentially eligible for while also being notified they are eligible for TANF
Customer selects a workforce program they are interested in applying to and decides to apply for
TANF as well
Customer is provided with the program application and TANF application, pre-populated with information from their profile.
Customer profile, service wizard results, and common intake form are provided to data hub
While navigating the site, a customer
Virtual Assistant is offered.
Support chatbot is integrated and offered across the website
Service Blueprint: Discovering, Requesting, and Receiving Services from FLWINS
While navigating, customer prefers to use Spanish language option
Entry Point
Translation services update content on website
The website content is updated from
English to Spanish.
Visible to Customer
Not Visible to Customer
Customer's data is sent to DCF case pool for assignment to a caseworker
More informed, the customer decides to create a profile on the FL
WINS Customer Portal
The Customer clicks on the 'Get Started' page and fills out the FL WINS
Common Intake Form.
Search Engine
Optimization (SEO) lists FL WINS at top of search
The customer, unsure of portal capabilities and layout, uses the Virtual Assistant to walk through a tutorial and ask questions.
Customer completes applications and is informed of necessary eligibility documentation based on the programs selected
The results of the wizard prompt a list of suggested programs for upskilling.
The customer profile is automatically saved in the CRM system
The service wizard results are automatically saved under their profile, if they have one created.
Customer gathers and electronically submits all required eligibility documentation.
Document upload functionality offers easy method to submit required documentation
Unsure of what the customer is looking for, the customer visits the 'Career
Navigator' and starts the '
Service Wizard'
Form auto-saves progress so that customer can return to complete it later
Employment outcomes are tracked for one year, prompting the customer to update status once a quarter in the portal.
The customer receives a text alert via the notification center informing them that they have been determined eligible for all selected program(s) and TANF.
Once determined eligible the customer is prompted to use the Programs at a
Glance tile.
The Programs at a Glance tile lists all of the actions the customer needs to take to start receiving services including scheduling meetings with caseworkers, using the Location Finder tool to find and book appointments with community providers.
The customer uses the
Scheduling Tool in the dashboard calendar to schedule meetings with program caseworkers.
The customer uses the Location
Finder tool to find local community providers and educational institutions. The customer uses the scheduling tool to make appointments.
John can view applicant's information on the
Customer 360 Page and make updates as needed
Using the Programs at a
Glance tile the customer easily tracks and provides status updates, appointments and next steps.
As the customer progresses through their plan they are easily able to track their TANF benefits using the
Benefits Estimator, which displays how much and how long until all monetary benefits expire.
The customer searches for and applies to jobs.
The customer receives a job and updates their status, start date and salary information in the
Notification Center.
FL WINS Website
5 minutes
FL WINS Service Wizard
3-5 minutes
FL WINS Common Intake Form
25-35 minutes
FL WINS Profile
3-5 minutes
Assigned customer action items are checked off on the Next Steps page as they are completed
End Point
While navigating the site, a customer
Virtual Assistant is offered.
Service Discovery Application/Service Request
APIs support integration and transfer of data between data hub and partner agency systems
Deborah accepts a meeting request and meets with her customer for the initial assessment.
Community providers and educational institutions set up services with the customer based on stated goals outlined in the initial assessment.
Notification center functionality prompts customer when action items are created/due
Deborah and the job placement vendor help the customer with job search.
Plan Creation
Assigned customer action items are checked off on the Programs at a Glance tile as they are completed
Plan Participation Employment
Deborah reviews documentation in the
Document Center.
Deborah determines the customer is eligible and notifies the customer and prompts the customer to schedule a meeting to write the Individualized Plan for Employment (IPE).
Customer can electronically sign the Handbook for
Services.
Deborah clicks into the
Recommendations Engine in the customer 360 to see if there are other suitable programs for her customer.
Electronic signature technology provides customer with the ability to submit signatures through the portal.
Deborah creates draft authorizations in the VR Vendor
Portal and prompts the customer to schedule appointments with the vendor directly.
Deborah meets with her customer to write the IPE
The customer can electronically sign the IPE.
Electronic signature technology provides customer with the ability to submit signatures through the portal.
Deborah receives documentation and updates from the VR
Vendor Portal and the customer.
Deborah attends monthly check-in calls with the customer.
Deborah places the customer in Job Ready
Status in the VR AWARE case management system.
Deborah refers the customer to a job placement vendor.
Deborah coordinates a work experience for the customer where VR pays the customer wages and provides transportation for 90 days
Deborah tracks her customer's employment for 90 days.
VR continues to report employment of the customer during the 2nd and 4th quarters following the closure of the case.
Deborah can view applicant's information on the
Customer 360 Page
Customer returns to their home dashboard where they can access:
Notification Center, Program at a
Glance tile, Resource Hub, Calendar/
Scheduling Tool, User Profile, Location Finder and the Benefits
Calculator.
Service Blueprint: DOE Caseworker Journey
Time
Evidence
Customer Journey
Line of Interaction
Frontstage
Employee Actions
Backstage Actions
Technology
Line of Visibility
Support Processes
Line of Internal Interaction
Customer wants to apply for benefits from the state
Customer searches for and finds the FL
WINS Customer
Portal
Customer is presented with list of programs they are potentially eligible for in the Common Intake
Form.
Customer selects a program they are interested in applying to.
Customer is provided with the program application, pre-populated with information from their profile.
Customer profile, service wizard results, and common intake form are provided to data hub
Support chatbot is integrated and offered across the website
Service Blueprint: Discovering, Requesting, and Receiving Services from FLWINS
While navigating, customer prefers to use Spanish language option
Entry Point
Translation services update content on website
The website content is updated from
English to Spanish.
Visible to Customer
Not Visible to Customer
Customer data is sent to partner agency case pool for assignment to a caseworker
More informed, the customer decides to create a profile on the FL
WINS Customer Portal
The Customer clicks on the 'Get Started' page and fills out the FL WINS
Common Intake Form.
Search Engine
Optimization (SEO) lists FL WINS at top of search
The customer, unsure of portal capabilities and layout, uses the Virtual Assistant to walk through a tutorial and ask questions.
Customer completes application and is informed necessary eligibility documentation based on the programs selected
The results of the wizard prompt a list of suggested programs for upskilling.
The customer profile is automatically saved in the CRM system
The service wizard results are automatically saved under their profile, if they have one created.
Customer gathers and electronically submits all required eligibility documentation.
Document upload functionality offers easy method to submit required documentation.
Unsure of what the customer is looking for, the customer visits the 'Career
Navigator' and starts the '
Service Wizard'
Form auto-saves progress so that customer can return to complete it later
Employment outcomes are tracked for one year, prompting the customer to update status once a quarter in the portal.
Caseworker uses the
Customer 360 portal to review and make updates to the customer's application
The customer receives a text alert via the notification center informing them that they have been determined eligible for all selected programs and services.
Once determined eligible the customer is prompted to use the Programs at a
Glance tile.
The Programs at a Glance tile lists all of the actions the customer needs to take to start receiving services including scheduling meetings with caseworkers, using the Location Finder tool to find and book appointments with community providers.
The customer uses the
Scheduling Tool in the dashboard calendar to schedule meetings with program caseworkers.
The customer uses the Location
Finder tool to find local community providers and educational institutions. The customer uses the scheduling tool to make appointments.
Using the Programs at a
Glance tile the customer easily tracks and provides status updates, appointments and next steps.
As the customer progresses through their plan they are easily able to track their benefits using the Benefits Estimator, which displays how much and how long until monetary benefits expire.
The customer searches for and applies to jobs.
The customer receives a job and updates their status, start date and salary information in the
Notification Center.
FL WINS Website
5 minutes
FL WINS Service Wizard
3-5 minutes
FL WINS Common Intake Form
25-35 minutes
FL WINS Profile
3-5 minutes
Geolocation technology helps customer see service providers and resources near to them
End Point
Service Discovery Application/Service Request
Jeremy schedules a call with the customer to discuss his plan and next steps
Notification center functionality prompts customer when action items are created/due
Jeremy helps the customer in finding a job and helps track applications via the
Customer 360 portal
Plan Creation
Assigned customer action items are checked off on the Programs at a Glance tile as they are completed
Plan Participation Employment
Jeremy can view the customer's information on the Customer
360 page and notifies him of additional information needed in Employ Florida
Jeremy updates the customer's profile in the
Customer 360 that all information has been received
Jeremy continues to stay updated with his customer's progress, attending scheduled meetings as needed
Jeremy closes the customer's case in the portal and
Employ Florida
Jeremy clicks into the
Recommendations Engine in the customer 360 to see if there are other suitable programs for his customer.
Customer returns to their home dashboard where they can access:
Notification Center, Program at a
Glance tile, Resource Hub, Calendar/
Scheduling Tool, User Profile, Location Finder and the Benefits
Calculator.
Service Blueprint: LWDB Master Journey
Time
Evidence
Customer Journey
Line of Interaction
Frontstage
Employee Actions
Backstage Actions
Technology
Line of Visibility
Support Processes
Line of Internal Interaction
Customer wants to apply for benefits from the state
Customer searches for and finds the FL
WINS Customer
Portal
Customer is presented with list of programs they are potentially eligible for in the Common Intake
Form.
Customer selects a program they are interested in applying to.
Customer is provided with the program application, pre-populated with information from their profile.
Customer profile, service wizard results, and common intake form are provided to data hub
While navigating the site, a customer
Virtual Assistant is offered.
Support chatbot is integrated and offered across the website
Service Blueprint: Discovering, Requesting, and Receiving Services from FLWINS
While navigating, customer prefers to use Spanish language option
Entry Point
Translation services update content on website
The website content is updated from
English to Spanish.
Visible to Customer
Not Visible to Customer
Customer data is sent to LWDB case pool for assignment to a caseworker
More informed, the customer decides to create a profile on the FL
WINS Customer Portal
The Customer clicks on the 'Get Started' page and fills out the FL WINS
Common Intake Form.
Search Engine
Optimization (SEO) lists FL WINS at top of search
The customer, unsure of portal capabilities and layout, uses the Virtual Assistant to walk through a tutorial and ask questions.
Customer completes application and is informed necessary eligibility documentation based on the programs selected
The results of the wizard prompt a list of suggested programs for training.
The customer profile is automatically saved in the CRM system
The service wizard results are automatically saved under their profile, if they have one created.
Customer gathers and electronically submits all required eligibility documentation.
Document upload functionality offers easy method to submit required documentation
Unsure of what the customer is looking for, the customer visits the 'Career
Navigator' and starts the '
Service Wizard'
Form auto-saves progress so that customer can return to complete it later
APIs support integration and transfer of data between data hub and Employ
Florida
Employment outcomes are tracked for one year, prompting the customer to update status once a quarter in the portal.
Jeremy uses the
Customer 360 portal to review and make updates to the customer's application
The customer receives a text alert via the notification center informing them that they have been determined eligible for all selected programs and services.
Once determined eligible the customer is prompted to use the Programs at a
Glance tile.
The Programs at a Glance tile lists all of the actions the customer needs to take to start receiving services including scheduling meetings with caseworkers, using the Location
Finder tool to find and appointments with community providers.
The customer uses the
Scheduling Tool in the dashboard calendar to schedule meetings with program caseworkers.
The customer uses the Location
Finder tool to find local community providers and educational institutions.
The customer uses the scheduling tool to make appointments and learn more about opportunities.
Community providers and educational institutions set up services with the customer based on stated goals outlined in the caseworker meeting.
Jeremy can view applicant's information on the
Customer 360 Page
Using the Programs at a
Glance tile the customer easily tracks and provides status updates, appointments and next steps.
As the customer progresses through their plan they are easily able to track their benefits using the Benefits Estimator, which displays how much and how long until any monetary benefits expire.
The customer searches for and applies to jobs.
The customer receives a job and updates their status, start date and salary information in the
Notification Center.
FL WINS Website
5 minutes
FL WINS Service Wizard
3-5 minutes
FL WINS Common Intake Form
25-35 minutes
FL WINS Profile
3-5 minutes
End Point
FL WINS Customer Dashboard
10-30 days
Geolocation technology helps customer see service providers and resources near to them
| Master Service Blueprint |
| FloridaCommerce Service Blueprint |
| DCF Service Blueprint |
| DOE Service Blueprint |
| LWDB Service Blueprint |
File details come from the government source that posted it. Updated .