Exhibit 1 - FLWINS-Target-Operating-Model.pdf

FL WINS TARGET OPERATING MODEL

BPR Deliverable #6 Submission Date: 10/16/2023

Exhibit 1

Target Operating Model

Revision History

AuthorDescriptionVersionDate

BPR TeamFLWINS-BPR-6-Target-Operating-Model-Iteration-1-0020028/7/2023

BPR TeamFLWINS-BPR-6-Target-Operating-Model-00200210/4/2023

BPR TeamFLWINS-BPR-6-Target-Operating-Model-00200210/16/2023

Table of Contents

SlideTopic

Section 1: Executive Summary and Introduction

6• Executive Summary

7-9• Target Operating Model Objective and Approach

10• In-Scope Programs Overview

Section 2: Master Service Blueprint

12• Master Service Blueprint Overview

13• Master Service Blueprint Overview: Phases

14• Master Service Blueprint Applications

15• Master Service Blueprint

16-18• Description of Master Service Blueprint by Phase

Section 3: Validated External Personas and To-Be Journeys

20• Relationship between Service Blueprint and Persona Journeys

21-22• External Persona Card and Journey Element Descriptions

23-26• Solution Component, Capability, and Feature Dictionaries

27• External Customer Persona Overview

28-29• Validated Vince the Aspiring Actuary Persona and To-Be Journey

30-31• Validated William the Veteran Persona and To-Be Journey

SlideTopic

Section 3: External Personas (Continued)

32-33• Validated Maryanne the Mother Persona and To-Be Journey

34-35• Validated Ana the Youth Persona and To-Be Journey

36-37• Validated Robert the Grand Dad Persona and To-Be Journey

38-39• Validated Nash the Citrus Worker Persona and To-Be Journey

40-41• Validated Adrian the Justice Involved Individual (JII) Persona and To- Be Journey

42-43• Validated Cindy the Visually Impaired Persona and To-Be Journey

Section 4: Validated Internal Personas and To-Be Journeys

45• Internal Personas and To-Be Journey Overview

46• Internal Personas Overview

47-49• Validated Deborah the DOE VR Agency Staff Persona, To-Be Journey, and DOE Service Blueprint

50-52• Validated John the DCF Agency Staff Persona, To-Be Journey, and DCF Service Blueprint

53-55• Validated Jeremy the LWDB Staff Persona and To-Be Journey

56-58• Validated Anthony the FloridaCommerce RECONNECT Agency Staff Persona, To-Be Journey, and FloridaCommerce Service Blueprint

Table of Contents (continued)

SlideTopic

Section 5: Potential Solution Wireframes

60• Solution Wireframe Relationship

61• Potential Solution Wireframes Overview

62-64• Customer Dashboard Feature Wireframe Descriptions

65-66• Customer360 Feature Wireframe Descriptions

67-68• Service Wizard Wireframe Descriptions

Section 6: Requirements Traceability Matrix (RTM)

70• Requirements Traceability Matrix Relationship

71• Requirements Traceability Matrix – Approach

72• The Evolution of Requirements

73• Requirement Definition and Overview

74• Requirements Traceability Matrix Overview

75• Requirements Traceability Matrix – Data Elements

76• Requirements Traceability Matrix – Refinement and Prioritization

77• Requirements Traceability Matrix – Components, Capabilities, and Features

78-83• Solution Components and Requirement Mapping

84-86• Solution Components- Customer Portal, Customer 360, Data Solution

SlideTopic

Section 7: Signature and Acceptance

96-97• Signature and Acceptance Pages

Section 8: Appendix

99• FL WINS Technical Architecture Diagram

100-104• FL WINS Technical Implementation Phases

SECTION 1: EXECUTIVE SUMMARY AND INTRODUCTION

The objective of the Target Operating Model (TOM) is to translate the strategic direction of the REACH Act into operational capabilities by defining what Workforce Partner Agencies need to do to achieve the objectives.

Executive Summary

The FL WINS TOM brings together approximately 42 programs across the 3 Workforce Partner Agencies (WPAs) (Department of Children and Families, Department of Education, Florida Commerce) and workforce partners (CareerSource and LWDB) to provide a streamlined experience for customers and provide a ‘no wrong door entry’ point for workforce services across the state of Florida. This future state experience has been designed as a result of over 33 validations sessions, as well as 20 case worker, case manager, and customer sessions. Several consistent themes emerged centering around uncertainty navigating the process when multiple WPAs are involved, self-service options, and limited awareness of additional programs and services potentially available to customers. We received additional feedback from agency staff across several programs that a common view of a customer and which programs they are enrolled in, as well as programmatic way to suggest recommendations and referrals to other programs would be beneficial.

In order to address these pain points and provide the target customer experience, a future state journey has been developed with the following high-level solution themes that will be further elaborated in this report. These can be implemented in a phased approach to get quick wins along the way to the ideal solution.

The Customer 360 is the agency’s unified view into each customer.

• Enables agency staff to see at a glance all programs a customer is enrolled in

• Access all uploaded documents from a single place

• Automated suggestions and referrals for other services suitable for a customer

*note this does not replace existing case management tools or processes

Customer 360

The common profile helps eliminate the need to rekey information and includes a personalized dashboard. Other features include:

• Portal profile, login credentials, and identity across agencies

• Common intake form that populates downstream case systems

• Notifications, tasks, and referrals

Common Profile

Quick hit items that help customers understand and navigate the 42 programs from a single portal. Key features should include:

• Workforce Service Wizard “Help me find what programs are right for me”

• Central Catalog of Programs, Benefits, and Requirements

• “FAQ Bot” Virtual Assistant

Content and Navigational Aids

Canonical - Federated Data Model

All the above experiences will be powered by a canonical – federated data model accessible to all agencies. Key attributes include: Profile, Eligibility Data, Uploaded Documents, and Program Status.

The approach begins by first gaining a level of understanding of the current state to identify processes to date, strategic objectives, what is working, what is not, and opportunities for the future state model. A summary of these efforts can be found in Deliverable 4 Iterations 1 and 2. Another outcome of this stage was to identify our user base and their individual needs, documented in the 8 external personas (customers) and the 4 internal personas (agency staff).

A TOM identifies better ways of working and better ways to translate strategic intent into operations. A human-centered design approach was leveraged to develop the TOM so that the future state remains customer-focused.

TOM Objective and Approach

Through continued research and interviews, high-level as-is process diagrams and customer journeys were developed;

helping identify key pain points and areas of success. Themes were identified both within the individual Workforce Partners’ processes, as well as across partners to identify pain points in between.

AS-IS PROCESS AS-IS JOURNEY PAIN POINTS

As pain points are analyzed, themes emerge that then identify potential features or capabilities in the solution that would resolve those problem areas while maintaining the areas that are currently successful. A master to-be journey was created to incorporate those solution features and highlight how the user’s experience, and associated thoughts and emotions, improve.

TOM Objective and Approach

In the first Art of the Possible sessions, the personas, current processes and journeys, and associated pain points were refined by key stakeholders in a series of four workshops.

Attendees were then asked to view the master journey through the lens of their assigned persona to highlight additional features that may be needed to accommodate the individual needs specific to that customer persona. For example, if their persona was visually impaired, what additional features may positively impact that customer’s experience.

As themes evolve and desired features are confirmed, these are aligned to solution components that will enable the to-be experience. Solution components are overlaid onto the master journey and to-be process to form the service blueprint. This helps visualize the relationships between the people, the processes, and the supporting systems (whether physical or technology) that are tied to the master journey.

TOM Objective and Approach

Requirements are documented to elaborate the desired outcome in the form of statements outlining what the future state solution “shall” do. Requirements at this stage should encompass the features that must be in the future solution to meet the strategic objectives but be flexible enough for solution vendors to provide the how related to the implementation of that requirement. A potential visual representation of the requirements are found within the solution wireframes. The solution vendor(s) will further elaborate on these requirements, adding the specificity aligning the need to how their solution will meet the requirement, test cases to test the requirements, and traceability down to the developed solution/code.

All of these previous pieces come together to inform the Target Operating Model for FL WINS, outlining the suggested how the future state can be implemented, who will support which aspects going forward, and when the solution(s) and new functions can be rolled out. It takes into consideration the processes that will need to be adjusted, the capabilities and cultures of the organizations to absorb the change, the performance measurement needed to measure expected benefits against results, the infrastructure needed to enable the ideal customer experience, and the governance needed to manage and make decisions in the future.

In-Scope Programs Overview

O u t o f S co p e In

S c o p e

Clarified in DiscoveryNamed in Contract

TANF

SNAP

Reemployment Assistance

Apprenticeship

Disaster Recovery and Dislocated Worker

Grants

Federal Bonding Program

Migrant and Seasonal Farmworker Services

Military Family Employment

Advocacy Program

State Rapid Response Program

Veterans Employment Program

Wagner-Peyser

Welfare Transition (TANF) – Work Requirements

Work Opportunity Tax Credit Program

(EMPLOYER)

Other WIOA Programs

SNAP E&T

HOPE FL

VR Services for

EmploymentDivision of Blind Services

Division of Vocational

Rehabilitation

VR Supported Employment

VR Self-Employment Services

VR/DBS Student and Youth Services

VR/DBS Deaf, Hard of Hearing & Deafblind

Services

VR/DBS Employer Training Services

TTW SSA Program DBS Braille & Talking

Book Library

DBS Rahab Center for the Blind and Visually

Impaired

DBS Business Enterprise Program

Medicaid

CareerSource (CSF) and other Local

Workforce Development

Boards* (LWDB’s)

Adult and Dislocated Worker Program

Title 1 Youth Program

Trade Adjustment Assistance Program

*For the Other LWDB Programs, there may be instances where individual boards have specialized, local programs that are identified to be out-of-scope of the FL WINS program.

DCF DOE CSF/LWDB’s

The following outlines the programs and services that have been determined to be in-scope through the Discovery phase of the project:

Integrated Education and Training (IET)

Adult General Education

Adult Basic Education and Adult High School

High School Equivalency Program

(GED® Testing)

GED® Prep

Academic Skills Building (ASB)

Registered Apprenticeship

Veteran Diploma Program

Farmworker Career Development Program

(FCDP)

Adult English for Speakers of Other Languages (ESOL)

Teenage Parent Program

FCS and Tech College Educational Services

School Readiness Program

Career and Technical Education

Florida Commerce

SECTION 2: MASTER SERVICE BLUEPRINT

Master Service Blueprint Overview

This section details the service blueprint for the proposed future to-be master journey for Florida customers, including their interactions with agency staff and the technology that supports the journey.

A service blueprint is a diagram that visually maps out the steps in a service process, including the customer’s perspective. It builds upon the customer’s journey by combining the customer’s experience with all the agency staff actions and support processes that may or may not be visible to the customer.

The blueprint is divided up into frontstage and backstage actions. Front stage actions can be “seen” by the customer and include the actions of the customer themselves, agency staff actions, and visible interactions with technology like a portal or application system. The blue boxes on the diagram below represent the frontstage actions. Backstage actions cannot be “seen” by the customer and/or the agency staff but are necessary to allow the customer to take steps along their journey. These include things like data calls from other systems and integration between application systems. The teal boxes represent the backstage actions.

Phases: A summary of each of the journey phases. For more information, please see page 13.

Backstage Actions: Actions by technology or support processes that support the frontstage actions of the customer and/or agency staff.

These may include automatic processes.

Frontstage Actions: The agency staff actions in response or support of the customer actions, including any technology interactions that an agency staff might leverage.

Customer Journey: The step-by-step actions a customer takes with the associated location (Evidence) and time each step will ideally take (Time).

Master Service Blueprint Overview: Phases

This section details the service blueprint for the proposed future to-be master journey for Florida customers, including their interactions with agency staff and the technology that supports the journey.

The phases of the service blueprint correspond to the phases of the customer to-be journeys and represent the different stages that a customer may move through while interacting with FL WINS to accomplish their goals. These phases contain multiple customer and agency staff journey steps and have time periods associated with them. Each program/service will have their own duration within each of these phases. Due to these unique durations and how customers learn about additional programs at different points throughout, a customer may be in multiple phases simultaneously with respect to different programs.

An explanation of each phase can be found below:

This phase includes activities related to creating a personalized plan for the individual related to the services being provided. This includes if there are sequential programs and/or services that a customer will participate in, with an associated timeline of actions.

This phase is the process of applying, requesting or initiating services, and having eligibility determined. The application process can be initiated via the Common Intake Form, and then completed in collaboration with each agency or appropriate WPA system. This phase is where the customer may work with an assigned agency staff member for each program or service that they have applied to participate.

This phase encompasses the activities the individual completes as they execute their plan. This could be actions including completing training or a new certification, registering for classes at a local technical college, or utilizing assistance benefits.

This phase symbolizes the individual achieving self-sufficiency or case closure, depending on the program. This phase also includes customer’s who no longer need assistance due to previous services provided.

This phase is the process of determining what services are available and either receiving a referral for services or applying for the program or service.

Master Service Blueprint Applications

This Master Service Blueprint was developed to alleviate key pain points and current state gaps identified during the Discovery phase of the FL WINS Program.

The Master Service Blueprint depicts the ideal future operating state for both customers and agency staff. To develop the ideal state, the BPR team conducted multiple customer validation sessions, ride along sessions with agency staff, technical validation sessions, and Art of the Possible workshops to identify the pain points for customers, personas, agency staff, and leadership, and to note any current gaps in functionality that would be beneficial in the ideal to-be state. Once the BPR team compiled the comprehensive list of pain points, they were grouped by theme and features of the future to-be solution components were developed to address each pain point theme. Additionally, features were developed to address any current state gaps identified throughout the Discovery process. The Master Service Blueprint was then used to develop the requirements for the to-be solution. Additional information on the requirements can be found in Section 6.

Additional detail around the pain point and gap analyses can be found in BPR Deliverable 5: Document Processes and Customer Journeys.

Master Service Blueprint

This master service blueprint was designed to address and improve the key pain points and current process gaps for customers and agency staff.

Please note: the master service blueprint will also be attached as an PDF document to make it easier to read.

Service Discovery

In the Service Discovery phase, a customer will become aware and navigate to the FL WINS website and the Customer Portal. Customers can leverage any type of technology to access the Customer Portal, including mobile devices, tablets, and desktop computers. When the customer is navigating the website and Customer Portal, they have accessibility options immediately available, including language preference options and font size enlargement.

Once a customer has entered the Customer Portal, they are able to view different information about various programs and services offered by the different partner agencies. If the customer needs help identifying programs and/or services that they are potentially eligible for, they can leverage the Service Wizard tool. The Service Wizard tool will allow them to enter some additional information to be matched with programs and/or services that they might qualify and be eligible for. The customer also has the ability to select programs that they are interested in and would like to apply for in the next phase.

Once a customer has discovered information about the program or service, they are now ready to move into the next phase and begin the application process.

It should be noted: customers can be in multiple phases with respect to multiple programs at the same time. This means that a customer might be in the Service Discovery phase with respect to career training programs offered through local workforce development boards while at the same time in the Plan Participation phase of the food assistance program offered through DCF.

Customers can return to previous phases as they learn about new program and/or service offerings.

Application / Service Request

In the Application / Service Request phase, a customer will use the information they have learned to apply for programs and/or services. The customer can create a profile within the Customer Portal to save their entered information and begin completing an application via the Common Intake form. If a customer has a question or concern, they can utilize the virtual assistance feature to help them complete and submit the application.

As a customer is filling out the Common Intake form, they can save and come back to the application later. They are also able to select certain programs and services that they would like to apply to, while also receiving additional program/service suggestions via the Service Wizard.

After the customer submits their initial application via the Common Intake form, an agency staff member per program is assigned and begins to process the application and begin the eligibility determination process. Certain programs will require additional information the customer will need to provide prior to full eligibility determination. Additionally, certain documentation is required to corroborate the customer’s application and can be uploaded to the Document Center within the Customer Portal or within the agency system.

Once a customer has applied for the program and been determined eligible, they are now ready to move into the next phase to begin plan creation, participation, and goal fulfillment.

Plan Creation, Plan Participation, and Self-Sufficiency

In the remaining phases, a customer may work with an assigned agency staff contact to create a comprehensive plan that will support the customer to meet their goals.

This includes the different trainings, certifications, and any other needs that are identified for a customer to be able to continually work towards their goal.

Once a plan has been developed, a customer can begin working through the plan’s tasks, while continuing to work with the agency staff member to communicate progress. As the customer participates in programs and services, they will need to remain compliant with all requirements of the program/service and will receive notifications regarding their status via the Customer Portal where applicable.

After a customer has completed their applicable training or other plan activities, the customer will move into the self-sufficiency phase. As the customer obtains self-sufficiency or program goal, they will be able to communicate with their assigned agency staff member to document progress.

SECTION 3: VALIDATED EXTERNAL PERSONAS AND

TO-BE JOURNEYS

Service Blueprint and Persona Journey Relationship

Master Service Blueprint

Customer Personas and To-Be Journeys

Agency Staff Personas and To-Be Journeys

While the Master Service Blueprint provides the general to-be journey, the personas might have additional considerations and/or accommodations that will provide the best experience for the customer.

Each of the following eight customer personas outlined in this section and the four agency staff personas were created after extensive research and multiple meetings with stakeholders. Once the personas were developed, they were then refined and validated by staff from each Workforce Partner Agency to make sure that the personas represented the full variety of customers each agency works with on a daily basis and the daily journeys of the agency staff.

The personas each contain unique considerations - including their goals, communication preferences, and needs - that will need to be supported by the future FL WINS solution. To account for these unique considerations, the Master Service Blueprint was used to create persona-specific to-be journeys. These to-be journeys were then used to detail any additional functional and technical requirements that are needed to enable the future solution.

These to-be journeys are also used to illustrate and highlight the benefits customers and agency staff will realize with the future FL WINS solution.

External Personas and To-Be Journeys Overview

This section details specific personas and to-be journeys that were created to capture the unique sets of needs, objectives, and likely behaviors and attitudes of the personas we are designing the to-be solution for.

Customer personas were initially created via extensive document review, research, and interviews conducted by the FL WINS team. Key subject matter experts (SMEs) from FloridaCommerce, DCF, DOE, and CSF/LWDB then reviewed and validated these personas in the first FL WINS Art of the Possible workshop. The validation process consisted of SMEs collaborating in breakout groups and reviewing each persona and its related journey. This cross-agency review facilitated productive conversations about what FL WINS customers need and validated the team had captured the correct information. That’s why on many of the Persona cards you may see Art of the Possible Considerations that trace back to some of the insights we collected during those sessions.

Below is an orientation of the persona card components:

Name and Headline

Needs: A summary of key needs the person is trying to fulfill.

Channel Preference: A scale of how comfortable the person is with varying methods of interaction.

About: A brief background describing the person we are trying to empathize with.

Support Need: A scale of how much support the person will need in the process.

Awareness Level: A scale of how aware the person is of the services available.

Frustrations: Where does the person feel the most frustration in the current process.

Potential Programs & Services: A listing of the programs and services that could be a good fit for this persona.

Moments That Matter: Key, impactful moments in the process that stand out.

Goals: What is the main objectives the person trying to achieve?

Quote: Summary quote summarizing the personas vision.

External Personas and To-Be Journeys Overview

Title

Customer Actions: Numbered listing of the actions taken by the customer. This shows the areas where customers must switch back to previous phases as they are referred out to other WF partners.

Thoughts and Feelings: A scale of how the customer is feeling throughout the various actions that are being taken in the journey.

Touchpoints: Graphic depiction of different methods of interaction. Phone, email, physical mail, and in-person.

Phase: Phases are described in the box to the right.

Phases

1. Service Discovery – This phase is the process of determining what services are available and either receiving a referral for services or applying for the program/service.

2. Application/Service Request – This phase is the process of applying, requesting or initiating services, and having eligibility determined.

3. Plan Creation – This phase includes activities related to creating a personalized plan for the individual related to the services being provided.

4. Plan Participation – This phase encompasses the activities the individual completes as they execute their plan.

5. Self-Sufficiency – This phase symbolizes the individual obtaining self-sufficiency or case closure, depending on the program.

* Additional detail on the phase descriptions can be found in Section 2: Master Service Blueprint.

To-be journeys take the personas and expand on them to visually illustrate the needs, capabilities, and emotional requirements of the end user and key stakeholders interacting with the future state solution. A master to-be journey was created to identify the key components and features that would address the most common and most problematic pain points users experienced in the current state. This master to-be journey informed the master service blueprint and drove the development of key requirements. This master to-be journey was then adjusted to account for nuances specific to the validated personas. These adjustments created a comprehensive to-be journey that drove additional feature and requirements for the to-be solution.

Below is an orientation of the to-be journey components:

Associated Agency Staff: The agency staff that will interact with the customer during their journey. Click on the agency staff to jump directly to their persona card and journey.

Solution Components

Within the customer to-be journeys, there are references to the different solution components that will support the proposed Master Service Blueprint. Below is an overview list of all the capabilities of the three solution components: Customer Portal, Customer 360, Data Solution.

Customer Portal CapabilitiesCustomer Portal The customer portal serves as a no-wrong door entry point to all FL WINS programs and services. It is where customers can learn about, apply to via a common intake form and participate in their desired programs and services.

Existing Case Management Systems

VR AWARE

DBS AWARE Employ Florida ACCESS AMS EFS System

Existing Case Management Systems Current case management systems will not be replaced as a result of the customer portal, integrated data solution, or customer 360. They will continue to function as-is while customer experience is enhanced by the preceding three solution components.

These components and additional features of these components are explained further in the Requirements Traceability Matrix section.

Customer 360 CapabilitiesCustomer 360 The customer 360 is a window into the data solution, allowing caseworkers and agency staff to see the full suite of services a customer is receiving, functionally breaking down existing agency siloes, allowing for more transparency, communication and inter-agency referrals.

Common Intake

Form

Analytics Cross Program

Data View Profile

Recommendation Engine

Service Catalog

Modularity

Data Solution Capabilities

Data Provisioning

Data Solution The data solution will allow for data sharing by providing a canonical -federated data model accessible by all agencies. All customer portal and customer 360 experiences will be powered by the integrated data solution.

Business Intelligence and Analytics

Data Protection

Modularity

Identity and Access Management (IAM)/Profile

Network and Endpoint Protection

Security

Infrastructure Version of Truth Data Protection

Security

Career Navigator

Service Catalog

Common Intake Form

Service Wizard

Dashboard

Usability

Identity and Access Management/Profile

Modularity

Benefits Forecasting Tool

Virtual Assistant

Infrastructure

HOPE FL System RECONNECT One-Stop Service Tracking (OSST)

Solution Components – Customer Portal

Within the customer to-be journeys, there are references to the different solution components that will support the proposed Master Service Blueprint. Below is an overview list of all the capabilities of the three solution components: Customer Portal, Customer 360, Integrated Data Solution.

Customer Portal CapabilitiesCustomer Portal

Customer 360

Existing Case Management

Systems

Integrated Data Solution

These components and additional features of these components are explained further in the Requirements Traceability Matrix section.

Solution Components – Customer 360

Benefits Forecasting Tool

Tool used to calculate potential benefits a customer could be eligible to receive and forecast when existing benefits are set to expire

• Benefits Estimator

Career Navigator Provides ability for an anonymous person to understand what skills they can develop, supporting upskill programs/services and jobs available in their area that match their skills

• Career Plan

• Career Wizard

• Find a Job

Common Intake Form Detailed question bank used to populate downstream case systems and collect eligibility requirements

• Ability to Save

• Categories of Information

• Dynamic Questioning

• Electronic Signature

• Offline Application

• Paper Application

• Pre-population

Information

Dashboard Personalized experience with task tiles, notifications, and status of each enrolled

FL WINS program

• Claim Activity

• Communication

Preferences

• Cumulative Benefits

• Document Center

• Notification Center

• Program at a Glance Tile

• Scheduling Tool

• Service History

Identity and Access Management (IAM)/Profile

It is a framework of policies and technologies that ensures appropriate user access to resources

• Location

• Notification Center

• User Profile

Infrastructure The underlying framework of hardware, software, and network components that support and enable the functioning of a complex IT environment. It provides necessary resources and support for applications, relevant data storage, communication and computing processes.

• Availability

• Hosting

• Performance

Modularity A design approach that breaks down the system into smaller units or modules that are self contained. Each module serves a specific purpose and can be developed, tested, and maintained independently. It provides flexibility, scalability, and ease of troubleshooting.

• Interface

• Integration

• Low Code

Security It includes assessment of security protocols and proactive identification of potential risks to maintain a robust environment

• User Authorization/User Authentication

• Compliance

• Audit

Service Catalog Detailed content about eligibility and benefits for all programs and services

• Location Finder

• Resource Catalog

Service Wizard Provides ability for anonymous person to understand what services may be relevant for them

• Core Service Wizard

• QR Code Generator

Usability Provides ease-of-use, effectiveness and efficiency, to increase user satisfaction

• Accessibility

• Content

• Cashe Data Storage

• Intelligent Routing

• Language Preferences

• Navigation

• Portability

• SEO

• Survey

Virtual Assistant Unsupported chat assistant to provide guidance, answer FAQs, and direct people to contextual help

• FAQs

• Live Chat

• Personalized

Experience

Solution Components – Customer 360

Within the customer to-be journeys, there are references to the different solution components that will support the proposed Master Service Blueprint. Below is an overview list of all the capabilities of the three solution components: Customer Portal, Customer 360, Integrated Data Solution.

Customer 360 Capabilities

Analytics Indicators for program leadership to view based off information and metrics provided in an individual’s case. While not intended to influence benefit award, these features may serve as additional data points for reviewers.

• Risk Indicator

• Need Scoring

Cross Program Data View Provides agency staff with a view into a customer's current programs across agencies.

• Program View

• Profile View

• Notification Center

• Scheduling Tool

Recommendation Engine Analytics driven suggestion of additional services and next best actions for individuals. Agency staff can use this to refer customers to additional services.

• Referrals

Common Intake Form Preliminary document that collects basic personal, educational, work experience, and financial information to facilitate eligibility determination and service delivery.

• Pre-populate information

Profile Creation of login credentials and basic profile information for agency staff.

• Notification Center

• Service History

Customer Portal

Customer 360

Existing Case Management

Systems

Integrated Data Solution

These components and additional features of these components are explained further in the Requirements Traceability Matrix section.

Service Catalog A comprehensive list of all programs and services available to a customer, including program name, program description and affiliated agencies.

• Resource Catalog

Modularity A design approach that breaks down the system into smaller units or modules that are self contained. Each module serves a specific purpose and can be developed, tested, and maintained independently.

It provides flexibility, scalability, and ease of troubleshooting.

• Integration

• Interface

Data Solution Capabilities

Solution Components – Data Solution

Within the customer to-be journeys, there are references to the different solution components that will support the proposed Master Service Blueprint.

Below is an overview list of all the capabilities of the three solution components: Customer Portal, Customer 360, Integration Data Solution.

Customer Portal

Customer 360

Existing Case Management

Systems

Integrated Data Solution

These components and additional features of these components are explained further in the Requirements Traceability Matrix section.

Infrastructure The underlying framework of hardware, software, and network components that support and enable the functioning of a complex IT environment. It provides necessary resources and support for applications, data storage, communication and computing processes.

• Availability

• Performance

• Documentation

• Business Rules

Network and Endpoint Protection

It includes implementing measures to secure both the network, infrastructure, and ensures comprehensive defense against cyber threats

• Endpoint Protection

• Network Protection

Modularity A design approach that breaks down the system into smaller units or modules that are self contained. Each module serves a specific purpose and can be developed, tested, and maintained independently. It provides flexibility, scalability, and ease of troubleshooting.

• Integration

Version of Truth It refers to the authoritative and consistent representation of data and information. This ensures all users are accessing the same accurate and up-to-date data. The version of truth fosters data integrity and informed decision making.

• Interface

Business Intelligence and Analytics

A central location for collecting, processing, and transforming data into actionable insights enabling informed decision making

• Analytics and Reporting

• Data Mining

• Machine Learning

Identity and Access Management (IAM)/Profile

It is a framework of policies and technologies that ensures appropriate user access to resources

• User Authorization/ User Authentication

• Identity Governance and Administration

• Identity Management

Data Protection It involves strategies and measures to safeguard and restore valuable information in the event of unexpected incidents or failures

• Disaster Recovery

• Data Encryption

• Federated Data

Modeling

Security It includes assessment of security protocols and proactive identification of potential risks to maintain a robust environment

• Compliance

• User

Authorization/User Authentication

Data Governance The collection of processes, policies, roles, metrics, and standards that ensures that data is managed, used and stored responsibly, securely and in compliance with relevant regulations

• Data Integration stewardship

Data Provisioning Process of collecting and delivering data from a source to a destination system.

• Data Sources

• Data Formats

• Data Connectivity

• Data

Transformation

External Customer Personas

The following eight personas were reviewed and validated as exemplary of the types of customers that will use the future to-be solution as part of the FL WINS Program.

Maryanne the Mother Single mother seeking living assistance and training for better future

Nash the Citrus Worker Migrant worker seeking work during harvest season

Robert the Grand Dad Low-income senior needing to re-enter the workforce or change careers

Vince the Aspiring Actuary Disabled person looking for training

Cindy the Visually Impaired Individual with overt or covert disability seeking employment assistance

Adrian the Justice Involved Individual (JII) Former incarcerated individual battling steady job employment and homelessness

William the Veteran Veteran learning about technical opportunities following honorable discharge

Ana the Youth Working out of school youth looking to pursue a GED

Click on a persona name or icon to jump to the associated persona card and journey.

Personas and To-Be Journeys

Each of the FL WINS personas may have additional programs that they could be eligible for or interested in. For the Potential Programs & Services portion, the BPR Team wanted to document any programs/services that a persona could potentially benefit from, including programs that were suggested during the Art of the Possible sessions. However, for the purposes of building out the current as-is and future to-be journeys, the BPR team wanted to ensure that each program was represented by at least one persona to capture the current and future state processes. We recognize that multiple personas could apply to the same program, however, to minimize the repetition in the journeys, the team chose to spread out the different programs for illustrative purposes.

Further decomposition of the customers to-be journeys into use cases for each specific program/system will be undertaken by the solution vendor.

DCF CSF/LWDB’sDOEKey

POTENTIAL PROGRAMS & SERVICES

“I want to turn a passion into a career, working with dignity as a disabled person while providing for my wife and children.”

ABOUT

Vince is a hardworking disabled person from the Orlando, FL area with a degree in mathematics from UCF. He sustained a severe leg injury in a car accident while driving back home to Florida after visiting his brother in Richmond, VA and can no longer work for a local construction company. He is active in the community, regularly plays wheelchair basketball and is determined to contribute to society and provide for his wife and two teenaged sons despite having to adjust to a new life in a wheelchair. He hopes to turn a lifelong passion of numbers into a prosperous new career as an actuary.

NEEDS

• Transportation independence

• Training in actuarial discipline

• Career counseling

• Employer facility accessibility

• Mental health restoration

FRUSTRATIONS

• Vince is dependent on others for transportation.

• Prospective employers do not have the tools or knowledge to employ disabled people.

• Vince is frustrated with his lack of independence.

GOALS

• Become a fully employed actuary

• Acquire the actuarial skills in demand across

Orlando, FL

• Be fully independent at work

MOMENTS THAT MATTER

• Meeting with the counselor for the first time to discuss services and complete an application

• Hearing about the eligibility decision

• Meeting with counselor to discuss employment plan

• Completing employment plan

• Getting a job

• Becoming stable in the job

Vocational Rehabilitation

Other WIOA Programs

Vince the Aspiring Actuary Person with a disability looking for a new career

A w ar e n es s L e ve l

S u p p o rt

N e ed

Low

HighChannel Preference

Low

Med

High

High

Low

4. PLAN PARTICIPATION1. SERVICE DISCOVERY 3. PLAN CREATION

Vince the Aspiring Actuary To-Be Journey

PHASE

TOUCH POINTS

CUSTOMER

ACTIONS

THOUGHTS

AND FEELINGS

2. APPLICATION / SERVICE

REQUEST 5. SELF-SUFFICIENCY

Vince learns of the new FL WINS Customer Portal from a notice sent by local workforce boards.

Vince goes online and finds the FL WINS Customer Portal at the top of his google search.

Vince decides to create a User Profile. He provides basic information and chooses a username and password.

Vince clicks on the Service Wizard tile and follows the steps to learn about all the programs and services available to him. He is interested in the Division of Vocational Rehabilitation and wants to know more.

With his profile created, Vince clicks on the ‘Get Started’ tile and fills out the Common

Intake Form. He indicates that he is interested in receiving services from the Division of

Vocational Rehabilitation. He also submits initial eligibility documentation electronically via the Documentation Center; he is informed of any additional documentation he may need for VR and begins to collect this information. Vince uses the Electronic Signature tool to sign his common intake form.

Vince may use the Scheduling Tool in coordination with a VR representative or independently to schedule an appointment for his initial assessment.

Later in the week, Vince meets with his VR counselor for the preliminary assessment where they go over the Career Navigator and identify his skills, goals and in demand jobs.

Vince also signs the Handbook for Services electronically.

Vince uses the Document Center to submit outstanding medical and financial information.

Within 60 days Vince is notified he has been placed on the waitlist. He is given a link to resources on independent learning he can do in the meantime on the Resource Hub tile..

Vince is notified he is off the waitlist and is prompted to schedule a meeting to write an

Individualized Plan of Employment (IPE) with his counselor.

When Vince meets with his counselor, he discusses his goals and changes that have occurred in his life in the past month. The meeting is spent selecting service providers based on financial responsibility and his preferences. Once he is happy with the plan, him and his counselor both electronically sign it.

Vince’s plan includes 6 different providers which he easily schedules appointments to initiate services and any follow up appointments. Among external providers, he is also referred to an educational program with another DOE department. Each program already has his common intake information.

Vince easily uses the Scheduling Tool to manage his appointments with the 6 providers.

Vince makes updates on his Programs at a Glance tile as he progresses through his IPE.

Vince remotely attends monthly check-ins with his VR counselor.

Vince is able to use the Virtual Assistant to help him independently answer questions that come up along his journey.

Within the next 3 months he completes his IPE and meets with the counselor to discuss next steps.

Now that he is in Job Ready status, Vince talks with his VR counselor about employment services he might need such as search assistance, job coaching, help disclosing his disability and requesting accommodations. He works with his counselor to select the appropriate employment services provider.

With the support of his VR counselor and employment services provider, Vince applies for, interviews with and receives a job offer at a local insurance company which gladly accommodates his disability and matches his job interests and skills.

The employment services provider helps Vince find opportunities that align with his chosen job goal. He easily manages the new relationship on the Customer Dashboard’s Notifications tile.

Vince updates his Programs at a Glance tile with his start date.

Vince receives a Customer Dashboard Notification informing him of his Successful Rehabilitation Case Closure after 90 days of employment. He is advised on appeal rights and next steps, should he seek additional assistance.

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Wow! This portal was so easy to find.

I wish I didn’t have to wait, at least I can get started on my own.

I had no idea all these resources were available.

This is so intuitive; I know exactly what I need to do!

This tool is convenient!

My counselor was so helpful.

This tool is also convenient!

The portal makes it so easy to manage my plan.

The communication center makes it easy to keep track of everything.

The My Journey page makes it easy to update my counselor.

The remote meeting capability makes it easy to stay in touch.

The Virtual Assistant is so helpful and fast!

With a little help I know I can do this.

The employment services provider is really helping to advocate for me.

I finally have an offer!

It was easy to update my counselor.

ASSOCIATED

AGENCY STAFF

Deborah the DOE Agency Staff – Page 47

William the Veteran Veteran learning about technical opportunities following honorable discharge

A w ar e n es s L e ve l

S u p p o rt

N e ed

Low

HighChannel Preference

Low

Med

High

High

Low

ABOUT

William is a 22-year-old military veteran. After serving honorably in the United States Marines as an enlisted man for four years following high school, William is looking to make his transition back into civilian life. While his experience in the Marines remains foundational, he is looking to find a new career path where he can provide for himself, contribute to his country and thrive. William is not sure what type of career would be best for him, but he is eager to learn more and get to work.

NEEDS

• Job Exploration and Career Counseling

• Technical Training and Education

• Support applying to programs

• On the job experience

FRUSTRATIONS

• Unsure of what to do in civilian life

• Unaware of technical training opportunities

• Does not want to take out large loans for a college education, has no interest in returning to school

GOALS

• Participate in career counseling

• Identify a career he is passionate about

• Complete any necessary training

• Work one job full-time

MOMENTS THAT MATTER

• Hearing about CSF/LWDB while exiting the United States Marine Corp

• Learning about alternatives to college such as vocational school that are available to high school graduates

• Joining an apprenticeship program or vocational school

Key

POTENTIAL PROGRAMS & SERVICES

“I don’t want to go into debt to go college but want to find a career that can support my professional development and provide financial stability.”

Other WIOA ProgramsWagner-Peyser

Work Opportunity Tax Credit Program

(EMPLOYER)

DCF CSF/LWDB’sDOE

William the Veteran’s To-Be Journey

PHASE

TOUCH POINTS

CUSTOMER

ACTIONS

THOUGHTS

AND FEELINGS

2. APPLICATION / SERVICE

REQUEST 5. SELF-SUFFICIENCY

William learns of the FL WINS Customer Portal while exiting the United States Marine Corp after serving honorably for four years.

Interested, William searches for the Customer Portal after learning about it. He quickly finds it and creates a User Profile with a username and password.

Now logged into his account, William uses the Service Wizard again and clicks to begin the assessment.

William is excited by seeing how detailed his results are. He browses his top three matches and learns more about the programs and service available to him and the career paths associated with the upskilling in the Service

Catalog.

William’s results indicate that welding may be a good fit. He clicks into the upskilling page of the

Service Catalog and finds information about welding opportunities with Apprentice Florida.

After reviewing William’s application, the welding business sponsoring the apprenticeship meets with William online to inform him he has been accepted to their program and can begin the onboarding process (onboarding processes vary between sponsors).

William begins his 12-month welding apprenticeship. His hourly wage increases as certain skills are learned over time.

William continues his employment with the welding business with a higher pay after his apprenticeship ends. He updates his job status in the Programs at a Glance tile!

William clicks on the ‘Get Started’ tile and fills out the Common Intake Form. He indicates that he is interested in pursuing an apprenticeship.

William uses the Scheduling Tool to schedule an appointment online with the apprenticeship sponsor.

After submitting his application, William receives a confirmation from the Customer

Dashboard Notification tile and is informed that he can use the Service Catalog to find welding specific apprenticeship programs. He is prompted to use the Notifications tile to initiate contact with the sponsor.

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10 11 12Wow, this was easy to find!

This tool looks interesting.

This is kind of fun! This is exciting.

I am interested to learn more about welding.

This looks super cool; I want to do this!

This is an easy process to follow.

I am excited to meet the program sponsor!

I really think I can do this. Let’s get started!

I am fully employed after 12 months of on-the-job training!

Unsure what career path would be best, William uses the Career Navigator tile to learn about his skills, upskilling…