2. 2
Proprietary and Confidential
CPSOperationalReview--KickoffCPSOperationalReview
Agenda
• Introductory Remarks - DFPS Commissioner John Specia
• CPS Perspective – Lisa Black, Assistant Commissioner, CPS
Division
• CPS Operational Review - John Stephen, Managing Partner,
The Stephen Group
• Introduction of TSG team, experience and background
• Objectives of the assessment
• Assessment Focus and Overall project approach
• Timelines/report recommendations/Implementation plan
• Status of project to date
• Stakeholder/Public Comment
3. 3
Proprietary and Confidential
CPSOperationalReview--KickoffCPSOperationalReview
Your Project Team
• John Stephen – Project lead, former Commissioner of NH’s Department of
Health and Human Services; Assistant Commissioner of the Department of Safety;
and Assistant Attorney General. Led similar projects in a number of states
• Will Oliver – Expertise in business process re-engineering - improved child
protection and other benefits work process and sourcing strategy for six states
including Florida and Indiana
• John Cooper – CEO of a child welfare not for profit and former Assistant
Secretary of Operations for Florida CPS. Led the Florida CPS reengineering project
• David DeStefano – Consultant for public/private partnerships, performance
based contracting, program evaluation, SACWIS, and revenue maximization
• Jeff Schilz – Former policy advisor and budget director to Governor Mark Sanford,
SC, focusing on HHS, Social Services, and Department of Juvenile Justice
• Richard Kellogg – Served as Commissioner, Deputy Director, and Director of
Integrated Services for the states of Virginia, Tennessee, New Hampshire and
Washington – Medicaid, MH/DD/SAS, LTS, Comprehensive IVE, SE, and JJ Services
4. 4
Proprietary and Confidential
CPSOperationalReview--KickoffCPSOperationalReview
Your Project Team (cont.)
• Martha Tuthill– Senior Consultant for Florida CPS Transformation project,
assisting team with vendor management, systems support and organizational
improvements, former Accenture partner
• Art Schnure – 17 years experience working on state government IT systems with
significant experience in child welfare/TANF, leading Rhode Island HHS Health Systems
Innovation
• Greg Moore – Served as a former state public affairs, legislative and policy
director for divisions of children youth and families and juvenile justice
5. 5
Proprietary and Confidential
CPSOperationalReview--KickoffCPSOperationalReview
TSG Experience
• Florida Department of Children and Families –CPS Transformation
Phases 1, 2, and 3 and Florida Abuse Hotline Command Center
• Indiana Family and Social Service Administration – Process
improvement and sourcing
• Pennsylvania Department of Human Services – Improve child
welfare documentation, eligibility, and federal claiming
• New Hampshire Department of Health and Human Services –
Reorganization of Division of Children Youth and Families;
Permanency Legislation/Adoption Initiatives
• South Carolina Department of Social Services – Budgeting and
process improvement
• TSG most recent projects: Mississippi (IAPD and business case for
SACWIS integration with Medicaid); Maine (best practice analysis;
Florida (Benefit Recovery Assessment and Implementation)
6. 6
Proprietary and Confidential
CPSOperationalReview--KickoffCPSOperationalReview
Objectives of the Assessment
• Identify the current process – “As Is”
• Build upon the best of CPS
• Describe the effect of “as is” challenge on clients, employees,
stakeholders
• Identify areas where CPS can improve
• Determine what should be
• Offer recommendations as to how CPS can be managed and
operated more effectively and efficiently in “to be” strategy
• Establish business case for change
• Together, create what will be
7. 7
Proprietary and Confidential
CPSOperationalReview--KickoffCPSOperationalReview
Our assessment has focused on:
Organization Budget Technology
Personnel
Development
Quality
Management
Stakeholder,
Media
Communication,
External
Performance
Measurement &
Management
Contracts
Change
Readiness
Process:
INV/FBSS/CVS
Decision Making
Policy/Practice
8. 8
Proprietary and Confidential
CPSOperationalReview--KickoffCPSOperationalReview
Assessment Starts with Identifying
Regional and State Office Process
• Select, notify and arrange logistics with state and local offices
• Create Structured Interview Guides and conduct interviews
with State leadership and Regional direct care
staff/supervisors and RDs
• Document process in focus groups – input from local staff
• Conduct “desk audits” to validate process and observe system
use
• Conduct “day in the life of” ride alongs with field personnel
• Review and discuss performance metrics
• Develop findings from the various discussions
• Develop an overall assessment of DFPS CPS processes and
internal best practices
9. 9
Proprietary and Confidential
CPSOperationalReview--KickoffCPSOperationalReview
The Goal: To Design What “Should
Be”
• Build process to achieve better safety, well being and
permanency outcomes, not merely more efficient process
• Partner with local office CPS teams to collaborate on
bottoms-up process understanding and improvement ideas
• Thinking strategically about how to improve process:
integrating the leading thinking about transactions, sourcing,
systems and communication, and metrics
• Build on first-hand knowledge of the relative strengths of best
practices in other state CPS systems
• Data analysis – tie process to performance, personnel and
volume data
• Sourcing strategy, not merely alternatives
• Build momentum for change during the assessment process
10. 10
Proprietary and Confidential
CPSOperationalReview--KickoffCPSOperationalReview
Work Breakdown Structure: Status
Facilitated
Process
Assessment
Ride
Alongs
Desk
Audits
Frontline
Survey
Local
Data
Performance
Management
Decision
Making
Policy
Review
Best Practice/
Process
Improvement
Technology
Assessment
IV E
Assessment
Organization/
Staffing/
Vendor Mgt
To Be Design
Presentation
Stakeholder
Input
Refinement
Implementati
on Plan
Presentation
Final Report
Interviews
“As Is”
12. 12
Proprietary and Confidential
CPSOperationalReview--KickoffCPSOperationalReview
We have also…
• Spoken with over 250 people, including State Office staff,
stakeholders, judiciary, law enforcement
• Studied thousands of files and reports
• Reviewed 800 MB of data
• Put together a State-wide original survey drawing 1,832
responses
• Reviewed 12 months of exit interviews with 664 detailed
comments
• Conducted an IT user survey in the Regions
• And more……..