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A Report for

South Carolina Department of Social Services

Economic Services System Application Modernization (ESSAM)

ESSAM Business Process Analysis (BPA) Report

13 June 2022

Engagement: 330070110

A Note on Confidentiality: To maintain the integrity of any procurement process that results from this project, please keep this report confidential.

Engagement Number: 330070110

ESSAM Business Process Analysis (BPA) Report — Version 0.4

Report for South Carolina Department of Social Services

14 June 2022 — Page i

© 2022 Gartner, Inc. and/or its affiliates. All rights reserved.

For RESTRICTED use of South Carolina Department of Social Services only.

Table of Contents

1. INTRODUCTION

1.1. DOCUMENT PURPOSE

1.2. PROJECT BACKGROUND

1.3. ECONOMIC SERVICES SYSTEMS APPLICATION MODERNIZATION (ESSAM) PROGRAM OVERVIEW

2. BUSINESS PROCESS ANALYSIS METHODOLOGY

2.1. LIFE OF THE CASE METHODOLOGY FOR FUNCTIONAL REQUIREMENTS DEVELOPMENT

3. ESSAM PROGRAM VISION, DRIVERS, AND IMPERATIVES

3.1. ESSAM PROGRAM VISION STATEMENT

3.2. ESSAM PROGRAM GOALS

3.3. ESSAM PROGRAM DRIVERS

3.4. IMPERATIVES

4. BUSINESS CAPABILITIES

5. ESSAM JOURNEY MAPS

5.1. JOURNEY MAPS OVERVIEW

6. STAKEHOLDER ANALYSIS

7. BUSINESS PROCESS WORKFLOW AND USE CASE SUMMARY

7.2. BUSINESS PROCESS WORKFLOWS OVERVIEW

7.3. PROCESS FLOW NOTATIONS

7.4. USE CASES OVERVIEW

8. ESSAM PROCESS FLOWS AND USE CASES

8.1. ELIGIBILITY PRE-SCREENING

8.2. CREATE ACCOUNT AND LOG IN/OUT PORTAL

8.3. DESIGNATE AN AUTHORIZED REPRESENTATIVE

8.4. SUBMIT ELIGIBILITY APPLICATION VIA CUSTOMER PORTAL

8.5. SUBMIT APPLICATION VIA PORTAL WITH ASSISTANCE

8.6. UPLOAD FILES

8.7. PROCESS PAPER DOCUMENTATION

8.8. PROCESS APPLICATION

8.9. SCREEN/CONDUCT ELIGIBILITY INTERVIEW

8.10. DETERMINE ELIGIBILITY

8.11. ISSUE APPLICANT + RECIPIENT BENEFITS

8.12. SEND/RECEIVE SECURE MESSAGE

8.13. REPORT & PROCESS A CHANGE

8.14. MANAGE NOTICES & ALERTS + PROVIDE PROGRAM INFORMATION

8.15. SUBMIT RECERTIFICATION APPLICATION

8.16. PROCESS AND AUTHORIZE RE-CERTIFICATION ELIGIBILITY BENEFITS

8.17. ISSUE D-SNAP BENEFITS

8.18. ISSUE APPEAL DECISION: FILE APPEAL REQUEST & CONDUCT HEARING

8.19. MANAGE CASELOAD + WORKER ASSIGNMENT

8.20. MEASURE APPLICATION PERFORMANCE AND OUTCOMES

8.21. TRACK AND IMPLEMENT POLICY AND REGULATION CHANGE

8.22. RESOLVE APPLICANT + RECIPIENT QUERIES

8.23. MANAGE INTERNAL (HELP DESK) QUERIES

8.24. TRAIN ELIGIBILITY WORKERS

8.25. PROGRAM INTEGRITY

APPENDIX A – ESSAM IMPERATIVES

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APPENDIX B – ACRONYMS AND TERMS

APPENDIX C – ESSAM JOURNEY MAPS

Table of Figures

Figure 1 - Requirements Development Process

Figure 2 - Life of the Case Methodology

Figure 3 - ESSAM Drivers

Figure 4 - ESSAM Imperatives

Figure 5 - Business Capability Models to Link SCDSS’s Business and Operating Model

Figure 6 - ESSAM Business Capabilities Model

Figure 7 - Journey Map Stakeholder-centric View

Figure 8 - Journey Map Template

Figure 9 - Process Flow Notations

Table of Tables

Table 1 - Current DSS Systems used to Support SNAP, TANF, and Supportive Services

Table 2 - ESSAM Stakeholders

Table 3 - In-Scope ESSAM Business Processes

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Version History

Version Implemented By Revision Date Description of Change

0.1 Gartner April 08, 2022 Initial Release

0.4 Gartner May 06, 2022 Updates and response to State comments

Document Location

This document can be located in the ESSAM project SharePoint repository.

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1. Introduction

1.1. Document Purpose

The purpose of this document is to present the foundation necessary to support the business (Program, Policy, Practice and Operations) case for the South Carolina Department of Social Services (SCDSS) Economic Services System Application Modernization (ESSAM) Program.

This Business Process Analysis (BPA) Report is driven by the vision, goals, and key imperatives of the ESSAM program. The BPA is comprised of business process Workflows and Use Cases depicting the desired SCDSS model of practice to be supported by ESSAM technology investments. The BPA is the result of a thorough and disciplined analysis, with strong SCDSS stakeholder participation, to ensure that SCDSS:

■ Provides technology partners, internal and the vendor community, with the context regarding the ESSAM functional requirements — this document captures what SCDSS expectations are regarding the functionality that will be necessary to support the achievement of the vision and goals of the ESSAM program in moving forward with a more customer-focused model of practice to improve access, outcomes, costs, accountably and quality of SCDSS programs and services

■ Provides users with a common language to articulate their understanding of the program, process, and system capabilities

■ Establishes the foundation necessary for SCDSS Federal Partners in developing a strong business case, feasibility study, and alternatives analysis in justifying the best value approach for SCDSS through the Implementation Advanced Planning Document

(IAPD) process

■ Provides the foundation for the development of functional requirements (traceability matrices), essential to support:

• Vendor community understanding of what is needed for the ESSAM technology

• Full life cycle support for the implementation and deployment effort of the ESSAM technologies including, but not limited to, requirements validation; design; interface planning and mapping; end-to-end integration; configuration & development; testing;

and deployment of the ESSAM technology

1.2. Project Background

The Department of Social Services (DSS) is a cabinet agency with the State Director appointed by the Governor of South Carolina with the advice and consent of the Senate. The Department has offices in each county and regional offices for Adoptions and Child Support Services.

The Department’s mission is to serve South Carolina by promoting the safety, permanency, and well-being of children and vulnerable adults, helping individuals achieve stability and strengthening families.

Through its Division of Economic Services, DSS administers economic assistance programs including the federal Temporary Assistance for Needy Families (TANF) program, which provides employment and training for people receiving cash assistance. The Department administers food assistance programs in every county in South Carolina. The Supplemental Nutrition Assistance Program (SNAP) is a federal benefit to assist low-income citizens in the purchase of food. Also, a commodities program distributes supplemental food through a network of food banks. Other food programs provide financial assistance for child and adult care providers, homeless shelters, and summer feeding sites for children.

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South Carolina has built multiple ancillary systems around the aging mainframe CHIP system to make up for its shortcomings, making it difficult for end users to perform their work and difficult for the technical/functional team to support these applications including the mainframe.

1.3. Economic Services Systems Application Modernization

(ESSAM) Program Overview

The SC Department of Social Services (SCDSS) is the South Carolina state agency responsible for the administration of the Supplemental Nutrition Assistance Program (SNAP) and the Temporary Assistance for Needy Families (TANF). Approximately 2,000 DSS staff are involved with the processing, benefit delivery, monitoring, and general client services of these programs.

DSS uses more than fifteen (15) computer systems/databases to support the business processes for the SNAP and TANF programs, and related supportive services. Most of the systems used, especially for supportive services and work participation tracking are stand-alone systems with little to no interface with the core eligibility system.

In 1988, after several years of retrofitting a transferred system from Arizona, the South Carolina Department of Social Services implemented the CHIP (Client History Information Profile) System. This legacy system is a mainframe ADABAS system that processes the core eligibility components of the SNAP and TANF programs. It is limited in its flexibility to adopt as regulations or processes change to address the needs of the individuals served.

Since 1989 the business practices of the two core programs have changed significantly with greater emphasis on work program participation, increased supportive and related services, and benefit integrity. In 2008, SCDSS implemented a statewide imaging system to allow paperless casefiles. This imaging system does not interface with CHIP directly. In addition, in the last several years SCDSS has streamlined economic services case workflow processes by moving from a county-centric to a statewide workload process. This change in business model has allowed for increased efficiency and greater levels of case processing standardization. The legacy system, however, lacks the robustness and flexibility needed to fully accommodate this business model.

SCDSS has received authorization from the USDA Food and Nutrition Service (FNS) to proceed with the Planning phase of the Economic Services System Application Modernization (ESSAM) project, aimed at implementing a modern enterprise system for the Supplemental Nutrition Assistance Program (SNAP), Temporary Assistance for Needy Families (TANF) programs, and related supportive services.

The programs being evaluated for participation in this project depend, to a significant degree, upon legacy IT systems, which are well past their expected life cycle, costly to maintain, and virtually incapable of supporting the integration of service delivery, collaborative planning, or customer access options that today’s technology makes possible. Further, since the subsystems supporting the eligibility programs are not configured to share data across programs, each request for service involves another iteration of the data entry, intake, application, eligibility and/or verification processes. Over the years, silo systems have been developed to track supportive functions or paper processes have continued. This piecemeal approach has proven costly and inefficient over time. Now, rather than approach modernization on a system-by-system basis, DSS intends to take a consolidated, enterprise approach, which will result in a lower overall cost, while facilitating service delivery integration across program and business processes, resulting in better service to the citizens DSS serves.

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Table 1 - Current DSS Systems used to Support SNAP, TANF, and Supportive Services1

Name Description

CHIP – Client History Information Profile

Core eligibility system for the SNAP and TANF programs.

Statewide rollout started October 1988 with May 1989 completion.

Mainframe system with nightly batch processing for most of its core functions.

SCWINS – South Carolina Worker Input Network System

Web based enterprise system that supports SNAP and TANF.

Components include an online interview tool, Case Registration Modules, interfaces with FNS-EDRS and the SC Dept of Employment Workforce (Wages & UBI files). It also includes the Case Review module for county supervisors, program managers, state office Management Evaluation (ME) reviewers, and state office performance coaches

PATS – Participation Action Tracking System

Used to document work activities for TANF clients only. CHIP interfaces with PATS nightly to provide case status. It is a mainframe system with limited technical support currently due to staff retirement.

Claims Subsystem A subsystem that operates under CHIP and provides tracking of TANF/SNAP claims classification, payments, and other status.

Calculation of claims is completed on CHIP. Claims notices are created through CHIP. This subsystem provides the files and interfaces for tax intercept.

FIFN – Family Independence Financial System

Mainframe system used by TANF and SNAP case managers to authorize supportive services payments (client transportation stipends or vendor payments). It interfaces with the State accounting system SCEIS.

SCMAPP – SC Multi- Agency Partnership Portal

Online portal for SNAP and TANF applications. This system feeds these on-line applications to SC-WINS and SCOSA, and cases are ultimately crated in CHIP.

SCCETS – SC

Comprehensive Employment and Training System

Enterprise system which includes a secure web portal for training providers to obtain eligibility information and input of contractual information related to each provider; a tracking system for all participation information; Queue management for Employment &Training staff to manage their workload, contractor invoicing; and dashboard reporting.

SC-PEBT System used by the agency for Issuance of Pandemic EBT benefits for Eligible students. This system includes interfaces with the SC Department of Education and the DSS EBT vendor, Conduent for the issuance of Pandemic EBT (P-EBT) cards and benefits.

SEDS – State Emergency Disaster System

System is used by the agency if a Disaster SNAP program is implemented. It has a stand-alone eligibility determination process as well as a CHIP interface for possible dual participation. SEDS includes an interface with Conduent for independent EBT card issuance.

1 ESSAM Planning Advanced Planning Document 12 Feb 2021

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Name Description

CATS – Cards Assignment and Tracking System

This subsystem of CHIP is used to track, issue, and reconcile over-the-counter expedited SNAP EBT cards beginning with the request to the EBT vendor to card assignment and issuance at the local offices. This system is also used to manage disaster EBT card inventory.

SCOSA – South Carolina Office Scanning Application

This imaging system replaced DSS’s paper case folders for the SNAP and TANF program. It is also used to assign cases for SNAP/TANF processing. This system has capacity issues and needs options to allow detail document accounting.

Child Support Interface The CHIP interface with the child support system allows income review and re-determination based on updated and actual child support payments received by the agency and processed for the custodial parent(s).

ePay-Debit Card Processing System

This mainframe system serves as the intermediary between CHIP, the debit card vendor, and the State accounting system SCEIS for TANF payments. It includes card histories, payment type histories (check, debit card, direct deposit), and other critical data for financial records.

Other interfaces and reporting (SARS, EBT, DHEC, DEW, IVR, etc.)

These interfaces are used in the determination of eligibility of SNAP/TANF cases. These multiple interfaces and batch processing are used to receive or provide data to partners or clients. Transmission processes will be reviewed and evaluated for strengthened security protocols and functional improvements as part of this project.

Alerts Imbedded in CHIP, alerts are automatically generated by CHIP based on information within the system (for example, SSA status change) or alerts can be generated by a worker (double check case for medical status). Alerts are used for eligibility follow-up for SNAP and TANF cases. Currently alerts are assigned to the case assigned worker. Alerts will be reviewed and evaluated for notice efficiency within the specialized business process.

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2. Business Process Analysis Methodology

2.1. Life of the Case Methodology for Functional Requirements Development

Figure 1 - Requirements Development Process

The ‘Life of the Case’ (LOC) methodology was used, with many DSS Subject Matter Experts (SMEs) across DSS programs and services, to review, assess, and identify the functional requirements for ESSAM services. The LOC process uses program and policy specific view of the life of DSS customer services from both the perspective of the customer and DSS staff. The resulting Journeys, Process Flows and Use Cases constitutes the definition of DSS ESSAM Business Architecture and supports the definition of requirements (important to note the requirements are “what” DSS expects the ESSAM technologies to support and not defining the “how” the technologies will be developed). The LOC methodology includes:

■ Business/Service Process Analysis – Using the “Life of the Case/Process” methodology to facilitate discussions with DSS SMEs to review, assess, and identify the

ESSAM program, service delivery, and operational processes for each DSS program area essential to support the DSS ESSAM model of practice

■ Use Case Analysis – Working with DSS SMEs developing a set of use cases for each

DSS program area to provide a clear description of the envisioned ESSAM model of practice and thus, what the ESSAM technologies must support

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Figure 2 - Life of the Case Methodology

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3. ESSAM Program Vision, Drivers, and Imperatives

3.1. ESSAM Program Vision Statement

Promoting the well-being of South Carolinians by delivering necessary benefits in an efficient, timely, and accurate manner, through deployment of client-centric, adaptable, and user-friendly systems and processes.

3.2. ESSAM Program Goals

3.2.1. Align Through Engagement

■ Engage with other States regarding their modernization efforts and their range of success

■ Engage with clients and partners (limited engagement with advocates, community groups, and service delivery partners) at every stage of planning, development, and implementation to understand their needs, build trust, and provide service delivery in the most cost-effective way

■ Provide consistent services statewide by fostering engaged collaboration between DSS state and county levels

■ Deliver change incrementally to facilitate engagement

3.2.2. Optimize Service Delivery

■ Promote cross-functional collaboration within and across programs, IT, and departments to integrate services and provide consistent access and experience for clients

■ Focus on essential tasks of service provision, eliminate redundancies, and automate business processes for ease of use

■ Incorporate agile approaches and mindset to rapidly adapt to evolving regulations, laws, and other environmental conditions

■ Empower the client by providing enhanced technology and simplifying the application/ renewal processes and streamlining the eligibility determination process for Economic Services employees.

3.2.3. Act Based on Data-Driven Insights

■ Identify key information and insights and integrate analytics to provide and act on a holistic view of SNAP/TANF programs and clients for successful program management

■ Leverage data and technology as a strategic asset and exchange data across departments to support integrated service delivery for economic support services

■ Ensure that access to and coordination of information is managed in alignment with DSS decision support needs and in compliance with Federal and State laws

3.3. ESSAM Program Drivers

Program Drivers are the most important internal and external business forces that provide both the impetus for system modernization and challenges to its accomplishment.

SCDSS’s realization of its system modernization vision is influenced by internal and external drivers.

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Figure 3 - ESSAM Drivers

3.3.1. Internal Drivers

1. Business Strategy

■ Effectively supporting and enabling the Department and Economic Services to address their business priorities and achieve their strategic objectives

■ Improving services and providing for South Carolinians through the increased integration and coordination of SCDSS programs & services

■ SCDSS's evolving and changing business models of practice, including all atypical situations such as natural disaster and/or pandemics, require an adaptive and flexible organization

■ Supporting an increasingly remote workforce, addressing mobility needs, and reducing cost of physical facility footprint by moving toward digitization of records

2. Staffing

■ Increasingly a challenge to recruit, attract, and retain qualified staff to work in IT supporting the legacy systems, and front-line workers delivering Economic Assistance services to clients

■ Constant risk of losing institutional knowledge and qualified staff, in part due to eligibility for retirement as well as better career advancement opportunities elsewhere

■ Despite all streamlining efforts, counties continue to face staffing challenges

■ Frontline staff sacrifice meaningful time with clients to perform redundant functions or routine data entry

3. Technology

■ Increasing expectations to enable and support a mobile workforce and teleworking

■ Constantly addressing challenges of legacy systems –

• Inability to effectively support online eligibility screening and benefits determination

• Lack of a “single comprehensive view of the client” across all social programs, which results in service gaps or overlaps, potential for fraud, and redundant business processes

• Inadequately architected and integrated with other systems to support the state’s shift from a county-centric to a statewide and regional specialized workload process that can enable consistent service delivery state-wide

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• Unable to verify identity information consistently and accurately leading to potential for more fraudulent cases

■ Addressing technical debt2 related to increasingly aging technology (e.g., CHIP mainframe)

4. Funding

■ Funding (salary) constraints to recruit and hire qualified staff

■ Maximizing federal funding opportunities

■ Reliance on State of SC Legislature for large portion of SCDSS funding

■ Effectively responding to COVID-related funding challenges, on top of existing budget constraints

3.3.2. External Drivers

1. Client Expectations

■ Increasing expectations for digital access to programs & services (information) across multiple channels (web, mobile, etc.)

■ Sporadic increase in number of clients due to atypical situations (i.e., COVID 19, natural disaster, seasonal)

2. External Partners

■ Compliance with State OTIS requirements

■ Increasing collaboration and partnerships between human services, healthcare, justice, and economic services systems is needed

• Current limitations lead to delays in alerts for new SNAP/TANF recipients and holistic view of recipients

• Access to systems and data is limited by privacy and security compliance concerns and poor integration architecture

3. Legislative & Regulatory

■ Compliance with evolving Federal and State Regulations, including privacy & security standards and regulatory requirements (e.g., HIPAA, 42 CFR, IRS 1075, etc.)

■ Compliance with South Carolina-specific regulatory & legislative mandates. Legacy system is limited in its flexibility and agility to adapt to and be compliant with regulations in a timely manner

4. Industry Trends & Best Practices

■ Person-centered, integrated care and social service delivery

■ Increased focus on modern integration architectures & interoperability, cloud options, software development automation, and agile methods for highly iterative and incremental implementation approaches

2 Technical debt can be summarized as the future liabilities and risks that are created by suboptimal decisions; out-of-date dependent components; new security and vulnerability threats; and changed or new requirements.

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3.4. Imperatives

SCDSS identified key steps to achieve modernization across four categories:

Figure 4 - ESSAM Imperatives

Detailed ESSAM Imperatives are found in Appendix A.

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4. Business Capabilities

Business Capability Models (BCM) provide a simple, stable view of the business, while creating a common language among decision makers. Using a BCM, DSS has highlighted the major areas of their business that will be supported or impacted by the ESSAM program. The BCM focuses on the capabilities DSS needs, both current and desired, to perform program functions -not the specific organizational structure, tools used, or processes used.

Figure 5 - Business Capability Models to Link SCDSS’s Business and Operating Model

Business Capability Modeling is helpful for:

■ Reducing Complexity - Intends to be a simple, largely visual (and color-coded) depiction of the organization/mission strategy

■ Illustrating Key “Building Blocks” - Represents key elements including the organization/mission strategy, goals, outcomes, capabilities, and initiatives

■ Identifying Priorities - Demonstrates the relative importance of organization /mission outcomes and capabilities

■ Showing Interrelationships - Shows linkages between organization /mission strategy, capabilities and potential or existing initiatives

■ Communicating - Serves as a communication tool to help understand strategy, priorities and initiatives that are important

■ Creating an Anchor Model - Defines future state from an organization/mission perspective

■ Aligning Business-IT - Ensures organization/mission and IT are aligned on priorities

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Figure 6 - ESSAM Business Capabilities Model

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5. ESSAM Journey Maps

5.1. Journey Maps Overview

Journey Maps are a visualization of stakeholder experiences that highlight gaps in expectations, feelings, and perceptions of the experience and can translate to requirements. These maps help improve and optimize the stakeholder experience and drive value realization. Journey maps also help inform customer and staff-centric processes.

Journey maps capture the target state experience of stakeholders (internal and external) and tell the “outside in” story of a stakeholder’s needs and the path taken to meet those needs from the stakeholder’s perspective. This stakeholder-centric view separates journey maps from process flows and process maps, which show a more detailed, transactional experience from an organizational or “inside” view.

Figure 7 - Journey Map Stakeholder-centric View

Journey maps tell the story of a stakeholder’s experience to accomplish a goal through both storytelling and visualization of the various interactions with a service or product. Journey maps can be a helpful way to identify gaps (people, process, or technology) between the current state and desired future state. They highlight the capabilities or “what” is needed to enable the journey, acting both as a validation and a planning tool.

Figure 8 - Journey Map Template

Note: ESSAM Journey Maps can be found in Appendix C – ESSAM Journey Maps.

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6. Stakeholder Analysis

A stakeholder analysis is an important technique for stakeholder identification and the analysis of their needs. In the context of South Carolina DSS, the stakeholder analysis outlined below considers who will use the ESSAM solution, what they will use it for and how they will use it.

Please note: The Stakeholder Analysis below is not intended to be exhaustive or final. This will be iterated and updated throughout the requirements development process with DSS.

Table 2 - ESSAM Stakeholders

Stakeholder Stakeholder Role System Actions Access Mediums

Primary Informant (Applicant/Recipient)

South Carolina resident applying for DSS programs and receiving services

• Submit new or renewal application for SC DSS programs or services

• Search for/look-up information

• Create and manage account via self-service

• Enter basic information about their current circumstances and receive recommendations for which programs to apply for

• Upload supporting documentation for application

• Send and receive secure communications

• Schedule and manage appointments

• Check status of eligibility and enrollment

• Future digital access via ESSAM Portal, using:

– Mobile device/ tablet (web browser or native application)

– Computer/laptop (web browser)

• Phone/email

• In-person (e.g., County Office)

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Stakeholder Stakeholder Role System Actions Access Mediums

Authorized Representative

Official caregiver or legal representative of Primary Informant

• Submit new or renewal application for SC DSS programs or services on behalf of Client

• Search for/look-up information

• Create and manage account via self-service

• Enter basic information about Client’s current circumstances and receive recommendations for which eligibility programs to apply

• Upload supporting documentation for application

• Send/receive secure communications

• Schedule and manage appointments

• Check status of eligibility and enrollment

• Future digital access via ESSAM Portal, using:

– Mobile device/ tablet (web browser or native application)

– Computer/laptop (web browser)

• Phone/email In-person (e.g., County Office)

Eligibility Worker • Provides application assistance to Primary Informants (or their Authorized Representative)

• Manage SC DSS programs and service delivery

• Assist Client with completing application

• Manage applications (including access)

• Update information on DSS programs and services

• Schedule and manage appointments

• Send/receive secure communications

• Provide and/or validate application-related information

• Check status of eligibility and enrollment application/ renewal

• Process applications

• Manage case

• Manage role-based access (Authorized Representative, Partner, etc.)

• Creation of exhibits related to an appeal request

• Future digital access via ESSAM Portal, using:

– Computer/laptop

– Mobile device/ tablet (web browser or native application)

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Stakeholder Stakeholder Role System Actions Access Mediums

Community Partner Staff (DAA/GLA)

• Assist Applicant/Recipient with applying for eligibility

• Log Applicant/Recipient onto ESSAM Portal

• Assist Applicant/Recipient with completing application

• Send/receive secure communications

• Future digital access via ESSAM Portal, using:

– Mobile device/ tablet (web browser or native application)

– Computer/laptop (web browser)

• Phone/email

• In-person (e.g., County Office)

DSS Administrative Staff

• Documentation intake and application registration

• Assist Applicant/Recipient with completing application

• Send/receive secure communications

• Process paper documentation

• Register cases

• Future digital access via ESSAM Portal, using:

– Computer/laptop

• Mobile device/tablet (web browser or native application)

DSS Supervisor • Supervise eligibility and other DSS Economic Services program staff

• Track and implement Policy and Regulation Change

• Future digital access via ESSAM Portal, using:

– Computer/laptop

• Mobile device/tablet (web browser or native application)

DSS Documentation Processing Worker

• Documentation intake and application registration

• Process paper documentation

• Register cases

• Future digital access via ESSAM Portal, using:

– Computer/laptop

Mobile device/tablet (web browser or native application)

Other DSS Workers • Assist in D-SNAP process

• D-SNAP application processing

• Future digital access via ESSAM Portal, using:

– Computer/laptop

– Mobile device/ tablet (web browser or native application)

Benefit Integrity Supervisor

• Supervise and direct DSS Benefit Integrity activities

• Supervise and direct DSS Benefit Integrity activities

• Support the Fair Hearing process

• Future digital access via ESSAM Portal, using:

– Computer/laptop

• Mobile device/ tablet (web browser or native

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Stakeholder Stakeholder Role System Actions Access Mediums

Hearing Officer • Conducts all Fair Hearings

• Conduct Fair Hearing

• Documenting Final Order in the System

• Future digital access via ESSAM Portal, using:

– Computer/laptop

• Mobile device/ tablet (web browser or native application)

DSS Internal Help Desk Worker

• Provide support to DSS ESSAM users

• Provide support to internal DSS system users

• Support development of system training modules

• Future digital access via ESSAM Portal, using:

– Computer/laptop

• Mobile device/ tablet (web browser or native application)

DSS Internal Help Desk Supervisor

• Manage and direct the DSS Internal Help Desk

• Provide support to internal DSS system users

• Support development of system training modules

• Future digital access via ESSAM Portal, using:

– Computer/laptop

• Mobile device/ tablet (web browser or native application)

DSS Customer Service Worker

• Provide public-facing customer service

• Provide customer service to DSS program Applicants/ Recipients

• Future digital access via ESSAM Portal, using:

– Computer/laptop

• Mobile device/ tablet (web browser or native application)

DSS Customer Service Supervisor

• Manage and direct the public-facing customer service center

• Manage the providing of customer service to DSS program Applicants/Recipients

• Future digital access via ESSAM Portal, using:

– Computer/laptop

• Mobile device/ tablet (web browser or native

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7. Business Process Workflow and Use Case Summary

7.1. Overview

DSS has performed an analysis of the business processes it considers in-scope for ESSAM (see Table 3). For each of these in-scope business processes, DSS developed “future state” process flows and use cases to better understand the business context of the business capabilities that ESSAM will need to support.

Table 3 - In-Scope ESSAM Business Processes

ESSAM Use Case ESSAM Process Flow

Issue & Manage Client Benefits/Services

▪ Eligibility Pre-Screening

▪ Submit Eligibility Application via Customer Portal

▪ Submit Application via Customer Portal with Assistance

▪ UC06: Upload Files

▪ UC08: Process Application

▪ UC09: Screen + Conduct Eligibility Interview

▪ UC10: Determine Eligibility

▪ UC13: Report & Process a Change

▪ UC15: Submit Recertification Application

▪ UC16: Process and Authorize Re-certification Eligibility Benefits

▪ UC17: Issue D-SNAP Benefits

Issue & Manage Client Benefits/Services

▪ PF01: Eligibility Pre-Screening

▪ PF04: Submit Eligibility Application via Customer Portal

▪ PF05: Submit Application via Customer Portal with Assistance

▪ PF06: Upload Files

▪ PF08: Process Application

▪ PF09: Screen + Conduct Eligibility Interview

▪ PF10: Determine Eligibility

▪ PF13.1 & PF13.2 Report & Process a Change

▪ PF15.1 Submit Recertification Application & 15.2 Submit Paper-based Recertification Application

▪ PF16: Process and Authorize Re-certification Eligibility Benefits

▪ PF17: Issue D-SNAP Benefits

Provide Client Support

▪ UC02: Create Account and Log In + Out Customer Portal

▪ UC03: Designate an Authorized Representative

▪ UC07: Process Paper Documentation

▪ UC11: Issue Applicant + Recipient Benefits

▪ UC12: Send + Receive Secure Message

▪ UC14: Manage Notices and Alerts + Provide Program Information

Provide Client Support

▪ PF02: Create Account and Log In + Out Customer Portal

▪ PF03: Designate an Authorized Representative

▪ PF07: Process Paper Documentation

▪ PF11: Issue Applicant + Recipient Benefits

▪ PF12: Send + Receive Secure Message

▪ PF14: Manage Notices and Alerts + Provide Program Information

Conduct Program Operations

▪ UC18: Issue Appeal Decision: File Appeal Request, Conduct Hearing

▪ UC19: Manage Caseload + Worker Assignment

▪ UC20: Measure Application Performance and Outcomes

▪ UC21: Track and Implement Policy and Regulation Change

▪ UC25: Program Integrity

Conduct Program Operations

▪ PF18.1 & 18.2: Issue Appeal Decision: File Appeal Request, Conduct Hearing

▪ PF19: Manage Caseload + Worker Assignment

▪ PF20: Measure Application Performance and Outcomes

▪ PF21: Track and Implement Policy and Regulation Change

▪ PF25: Program Integrity

Manage Performance and Outcomes

▪ UC22: Resolve Applicant + Recipient Queries

▪ UC23: Manage Internal (Help Desk) Queries

▪ UC24: Train Eligibility Workers

Manage Performance and Outcomes

▪ PF22: Resolve Applicant + Recipient Queries

▪ PF23: Manage Internal (Help Desk) Queries

▪ PF24: Train Eligibility Workers

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7.2. Business Process Workflows Overview

To document in-scope ESSAM business process workflows, DSS employed a standard approach. Starting with a trigger event, the process flow depicts each step in the process, graphically representing the activities of actors using the system to perform the step and showing points in the process where the system will need to interface with external systems for information exchange. DSS developed and used the process flow key shown in Figure 9 to notate these process flows.

7.3. Process Flow Notations

A standard notation is used to document the Process Flows. Refer to the figure below for a summary of the notation and a description of how each notation is used.

Figure 9 - Process Flow Notations

7.4. Use Cases Overview

A “use case” provides vendors and end-users with an overview of the desired functionality by describing what the system is expected to do in supporting specific processes for the programs in scope

■ Each use case follows the actions of at least one “actor”

■ A “trigger” causes an actor to interact with the system until a process is completed

(example triggers may include the submission of an application, or the receipt of a request)

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■ A use case represents the complete course of events for a business process (e.g., review an application, etc.)

■ A use case illustrates what the system is expected to do - not provide a particular design or how the system will technically complete an activity

7.4.1. Use Case Goals

The goals of a use case are to:

■ Capture the functionality the new system will provide, in an easy to comprehend format

■ Provide context to the Functional Requirements

■ Define the Functional Requirements for a new system using simple narrative language

■ Provide a demonstration script for vendors to show how their product will meet the business needs

7.4.2. Use Case Contents

Each Use Case contains the following information:

■ Use Case Title

■ Actor(s) – Person interacting with the System

■ Background/Objective(s) – Background information and “to-be” goals

■ Primary ESSAM Imperatives Addressed

■ Trigger Events(s) – What initiates or provokes the first step

■ Pre-Condition(s) – What will be in place before

■ Post-Condition(s) – What will be in place after

■ Main Flow – The process steps listed

■ Alternative Flow(s) –Variable steps

■ Associated Use Case(s) – Use Cases before and after, or that directly or indirectly related to the Use Case

■ Interfaces – What entities/systems information be shared with or obtained from

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8. ESSAM Process Flows and Use Cases

8.1. Eligibility Pre-Screening

8.1.1. UC-01 Eligibility Pre-Screening

Use Case ID/Title Use Case 01: Eligibility Pre-Screening

Actor(s) ■ Applicant

■ Authorized Representative of Applicant/Recipient

Background/Object ives

The purpose of this use case is to provide the Applicant with preliminary, non-binding feedback on their eligibility for DSS Economic Assistance programs, including SNAP and TANF, by allowing the Applicant to fill out a short, online questionnaire based on primary determinants of DSS program eligibility.

Note: This pre-screening tool does not guarantee the Applicant’s eligibility for DSS programs. It is provided to inform the Applicant on whether filling out an eligibility application will likely result in program eligibility, based on information provided by the Applicant.

Primary ESSAM Imperatives Addressed:

■ User Experience

❑ Ensure User Experience of all main user types (e.g., client, state and county worker and partners) are considered of primary importance in the design of processes and systems.

Trigger Events(s) ■ The Applicant chooses to receive guidance on their potential eligibility for DSS programs

Pre-Condition(s) ■ The Applicant has access to the pre-screening tool through the DSS Portal (no login required)

■ The Applicant has the required information to complete the pre-screening process

Post-Condition(s) ■ The Applicant has received guidance on their potential eligibility for DSS Economic Assistance programs

8.1.1.1. Use Case: Main Flow

1. The Applicant accesses the DSS Portal and selects the pre-screening eligibility tool.

(Log in to an existing DSS Portal account is optional. The pre-screening tool is available without logging in)

a. The System displays basic information about the programs to which the Applicant may be pre-screened, including:

i. Technical eligibility requirements

ii. Financial eligibility requirements

iii. Benefit type

2. The System presents the list of programs for which the Applicant may be pre-screened, and the Applicant selects any programs for which they wish to opt-out (do not wish to be pre-screened)

3. The System displays a step-by-step questionnaire which collects data required to determine potential eligibility. Data elements may include, but are not limited to, the following:

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a. Household information

i. Household size

ii. Age information for household members (Is any one age 60 or older?)

iii. Disability information (Does anyone in the household have a physical or mental disability?)

iv. Household gross income

b. The Applicant submits their request for pre-screening

4. The System processes the entered information and displays information on any/all programs for which the Applicant may qualify. The Applicant’s qualification is based on the data provided and the programs selected for pre-screening

a. The System displays the preliminary, non-binding feedback on the determination and limitations of this predetermination (i.e., that the guidance does not guarantee eligibility)

b. If the Applicant does not appear to qualify, the System provides information regarding potential actions the Applicant may take, such as seeking assistance from supplemental resources, including but not limited to:

i. Continuing to complete an official DSS eligibility application for benefits and services

ii. Other State programs that may benefit the Applicant based on the information provided

iii. Any other resources of which DSS chooses to advise the Applicant

5. The System prompts the Applicant to create a new Account or sign in to an existing DSS Account.

6. The System provides the Applicant with the option to submit an application

a. If the Applicant elects to apply in the same session, the System provides the Applicant with the option to create an account (or sign into an existing account) and pre-populate the eligibility pre-screening information provided in the pre-screening process. See Use Case 02: Create Account & Log In/Out of Portal and See Use Case 04: Submit Eligibility Application via Customer Portal

7. The System also provides the option of downloading and printing the application and submitting it in-person See Use Case 08: Process Application

8.1.1.2. Associated Use Cases

■ Use Case 02: Create Account & Log In/Out of Portal

■ Use Case 04: Submit Eligibility Application via Portal

■ Use Case 08: Process Application

8.1.1.3. Interface(s)

■ None

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8.1.2. PF-01 Eligibility Pre-Screening

Process Flow 01: Eligibility Pre-

Screening

Start

2. Applicant selects pre-screening

Eligibility tool

• The tool is an easy way to find out if a person might be eligible to receive benefits by answering four

(4) short questions on the household s current conditions.

• This is a basic screening tool and not an application for benefits.

• The tool captures key information, such as state of SC residence, number of individuals living in the household, age, certain conditions for eligibility (e.g. disability), & income

• The tool features screening questions about prior felony drug convictions including a pop-up box that defines the difference between a misdemeanor and a felony.

3. System guides

Applicant through the pre-screening form questionnaire

PF 04: Submit Eligibility

Application via Customer

Portal

PF 02: Create Account and Log In/Out of

Customer Portal

5. Does Applicant have an existing DSS account?

Yes/No

4. System presents

Applicant with the pre-screening outcome

Form entry process should feature dynamic entry, where System presents questionnaire form fields based on previously entered information.

1. Applicant accesses Portal

6. Does Applicant want to apply for benefits?

No

End

Yes

6. Does Applicant want to submit application through the DSS

Portal?

Yes

7. Does Applicant want to submit application in person?

No

No

End

Yes

7. Applicant prints application and brings application to

County Office

PF 08: Process

Application

PF 08: Process

Application

• The homepage of the portal includes a checklist with information that applies to applicants including:

• - technical eligibility requirements

• - financial eligibility requirements

- General Benefit types

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8.2. Create Account and Log In/Out Portal

8.2.1. UC-02 Create Account and Log In/Out Portal

Use Case ID/Title Use Case 02: Create Account and Log In + Out of Customer Portal

Actor(s) ■ Applicant/Recipient

■ Eligibility Worker

■ DSS Administrative Staff

■ Parent or Legal Guardian of Applicant/Recipient

■ Authorized Representative of Applicant/Recipient

Background/Objectiv es

This use case describes how a DSS Customer Portal user creates an account and logs in and logs out of the Customer Portal. In this use case:

■ Accounts for existing DSS clients will be migrated to the new solution and notified of the change. After that, only new users may create a DSS account as shown in the process flow below

■ Users only need one account to access all the services available on the DSS Customer Portal

■ During account creation, certain username and password rules will apply and a User can view these rules by accessing/viewing a “Username and Password Rules” prompt and/or pop-up

■ New accounts should be created primarily through the Customer Portal or the DSS mobile app. If paper application, DSS employee will start new account setup for applicant in Customer Portal and ask applicant to finish setup.

■ Only users with newly created or existing DSS accounts can log-in/log-out

■ The System will check to ensure if an account is authenticated

vs. unauthenticated to determine what options/information can be displayed

■ Customer Portal will be accessible via web browser (desktop or laptop) and mobile devices/tablets

❑ Ensure User Experience of all main user types (e.g., client, state and county worker and partners) are considered of primary importance in the design of processes and systems.

■ Information Management & Availability

❑ Accessible, responsive, and accurate information available to clients, workers, and program managers.

■ Standardized and Responsive Processes

❑ Standardized and streamlined processes to reduce the time required to gather, process, share, and act on information across programs, as well as the reporting on those services and benefits.

■ Digitized Information

❑ Strengthen integrated document management capabilities and streamline the handling of paper documents.

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Use Case ID/Title Use Case 02: Create Account and Log In + Out of Customer Portal

Trigger Events(s) ■ User visits the DSS Customer Portal, and chooses to create a new account to apply for Economic Assistance program benefits

■ User chooses to log-in/log-out of their account

Pre-Condition(s) ■ User has access to a computing device (e.g., desktop/laptop) or mobile device (e.g., iPhone, Android) with an internet browser (e.g., Google Chrome, Mozilla Firefox, Apple Safari)

Post-Condition(s) ■ User successfully creates and validates new account

■ User successfully logs in/logs out of their account

8.2.1.1. Use Case: Main Flow

1. User accesses the DSS Customer Portal via an internet browser or mobile app, using a computing or mobile device

2. Via the DSS interface, User selects the ability to create a new DSS account

3. System Prompts User to enter username and User enters a username based on predefined username rules and parameters

4. The System conducts an internal check to determine if the username is available

a. If the username is not available, the System displays an error message to notify user that another username must be provided – in addition to suggesting a username

5. User creates and submits password based on predefined password rules and parameters (e.g., mandatory special characters). The System saves the user password upon submission

a. The System saves the unverified username and password for a configurable period of time and asks user for verification

b. The System will provide several options3 for user to verify account creation – including, but not limited to, the following:

i. Phone

ii. Text

iii. Email

iv. If a User does not have access to a phone or email for verification purposes, the System will provide a temporary PIN.

6. User verifies information

a. For verification, the user is prompted to enter contact information – including, but not limited to, the following:

i. First Name

ii. Last Name

iii. Address

3 If a User does not have access to a phone or email for verification purposes, the System will provide a temporary PIN.

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iv. Telephone Number

v. Email

vi. System will validate case number with client post account creation as extra verification

b. If the user does not verify it within that period of time, the System deletes the username

Note: The System verifies for duplication of accounts using the above information provided by the user

7. The System notifies client that account has been created on their behalf (optional)

8. The System prompts user to designate communication preferences (e.g., phone, email, mailing address)

9. User selects System communication preferences

10. The System saves user designated communication preferences

a. The System allows users to update communication preferences at any time

11. The System provides a way for user to recover password

12. User creates the new DSS Customer Portal account

13. The System creates and saves the new account for the associated user

14. After successfully creating a new account, user logs in to DSS Customer Portal with user ID and Password.

a. If the user does not remember their login credentials (i.e., user ID and Password), the System provides user with the ability to recover username and/or reset password.

15. Once logged in, user continues by viewing the DSS Dashboard

16. Via the DSS Dashboard, the System provides User with a variety of actions once logged in – including, but not limited to, the following:

a. Communicate with DSS See…