1.
Citizen participation: New
approaches to social
programs
1
Tiago Cordeiro Oliveira
Business and Customer Manager
Bolsa Familia
Caixa

2.
_____
___The_Program
 Reaches almost 14 million families,
around 50 million people in all
Brazilian cities.
 Total cost less then 1% of Brazilian
GDP
 The largest cash transfer program in the developing world
 It contributes to break the intergenerational poverty cycle, by
means of conditionalities
 Integration with other government policies/actions

3.
_Features
of the Program
 Granting the benefits according to the characteristics of the
family.
 To get into and continue in the program, families have to fulfil the
established conditionalities in the areas of health, education and
social assistance
 Direct payment to the family, without any intermediaries, at
CAIXA's agencies, ATMs, bank correspondents and lottery stores.
 Benefit paid preferably to the wife

4.
_Features
of the Program
 Autonomy of the family to use the financial resource
 Assistance to the poor and to the extremely poor families
 Families remain in the program while their income is lower than
the eligibility criterion: there is no deadline for permanence in the
program
 Shared management among government levels
 Participation of the society
 National coverage, based on an estimate of poor families

5.
________Eligibility Criteria
 Families with monthly per capita income between R$ 77,01 (US$
32.01) and R$ 144,00 (US$ 64.00), with children among 0 and 17
years old
 Families with monthly per capita income of up to R$ 77,00 (US$
32.00), regardless of the family composition

6.
Types of
financial benefits
 Basic Benefit - R$ 77,00 (US$ 32.00)
 Paid exclusively to the families with monthly per capita income
of up to R$ 77,00 (US$ 32.00)
 Variable Benefit - R$ 35,00 (US$ 15.00),
 Paid to the families with children, adolescents of up to 15 years
old, pregnants or nursing babies (Up to 5)
 Variable Youth Benefit - R$ 42,00 (US$ 18.00)
 Paid to the families with young members aged 16-17 years old.
(Up to 2)
 Poverty Overcoming Benefit
 It is paid to the families that continue with monthly per capita
income, with the others benefits, up to R$ 77,00 (US$ 32.00).

7.
• _____________________
___Conditionalities
 Education: school enrolment
and minimum attendance of
85% for children and
adolescents aged 6-15 years old
and 75% for adolescents aged
16 and 17 years old
 Health: fulfillment of the vaccination calendar and the growth
and development for children under 7 years old, prenatal care for
pregnant women and monitoring of the nursing women
 The conditionalities are monitored in integration of the Ministry
of Social Development with the Ministries of Health and
Education.

8.
_ _________________________
Financial Impacts
A survey conducted by IPEA (2011) found that the Bolsa Família
Programa is the greatest multiplier of GDP and family income.
GDP will increase by R$1.78 for each R$1.00 spent on the
program, after taking into account the entire income
multiplication circuit in the economy. The report concludes that
the BFP generates more economic benefits than it costs.
IPEA - Institute for Applied Economic Research

9.
_______________ Other
Information
 1.7 million families left the program voluntarily
 75% of beneficiaries older than 18 years are working
 42% of beneficiaries are less than 18 years old
 22 million people left extreme poverty since 2011 with Bolsa
Família Program
 1.43 million people have already done some professional course
 3.2 million people have small business

10.
Thank you
tiago.c.oliveira@caixa.gov.br

11.
1111
Citizen participation: New
approaches to social
programs
Tim Burch
Director
Department of Social
Services
Clark County, Nevada

12.
Clark County, NV
Think now. Innovate now. Act now.
12
• 12th largest county in U.S.
• Size of New Jersey
• 70% state population
• 2 million residents
• 43 million visitors
• 10,000 employees
• 38 departments
• $6.2 billion budget

13.
 Serve as the public safety net per Nevada Revised
Statute 428
 Provide direct and coordinated services, and gap
services
 Serve primarily adults ages 18-64
 $140 million general fund budget
 150 FTEs
Think now. Innovate now. Act now.
13
Department of Social Service
Providing a safety net of human services to a growing community

14.
Direct Services
 Financial Assistance
 Housing, Transportation, Burials and Cremations
 Senior and Disability Services
 LTC/AHC/HHHA
 T.A.Y. Programs
Think now. Innovate now. Act now.
14

15.
Coordinated Services
 HELP HOPE HOME – So Nevada CoC
 Coordinated Intake/Assessment HUB for
Homeless Adults
 Outreach/MOST/MOHR/InViVo
 PSH projects
o Healthy Living, New Beginnings, TLP
 Ryan White
Think now. Innovate now. Act now.
15

16.
System Issues and Needs
Main Frame built in 1984
 Unsupported code
 Not HIPPA compliant
 Eligibility only
 No integration with Finance
 No case management
Think now. Innovate now. Act now.
16

17.
System Issues and Needs (continued)
 Primitive reporting capabilities
 Zero performance measurement
 Numerous databases outside the system
 Not Windows 7 compliant
 Required redundant data entry and promoted
multiple manual, paper-based processes
 Unable to track provider referrals and share
information among agencies
Think now. Innovate now. Act now.
17

18.
IBM/Curam
 Curam 6.0
 +Modules
 Customization
 SAP bridge
 Client Flow
 Interfaces
Think now. Innovate now. Act now.
18

19.
1199
Citizen participation: New
approaches to social
programs
Ambrogina Canobbio
IT Projects Manager
Human Resource
Administration
NYC Access

20.
20
Benefits
Re-Engineering
HRA Benefits
Re-Engineering Initiative
NYC Human Resources Administration
October 2014
IBM Health and Social Programs Summit: Citizen Participation

21.
21
Benefits
Re-Engineering
NYC Social Service Population: SNAP and Cash Assistance
MISSION STATEMENT:
The New York City Human Resources Administration/ Department of Social
Services (HRA/DSS) provides temporary help to individuals and families with
social service and economic needs to assist them in reaching self-sufficiency.
HRA serves more than 3 million New Yorkers through essential and diverse
programs and services that include: temporary cash assistance, public health
insurance, nutritional support (food stamps), home care for seniors and the
disabled, child care, adult protective services, domestic violence, HIV/AIDS
support services and child support enforcement.
SNAP & CA RECIPIENTS: NYC & NYS COMPARISON
NYC Population 8.6M NYS Population 19.65M
NYC SNAP Clients 1.75M Rest of State SNAP Clients 1.33M
NYC CA Clients 331K Rest of State CA Clients 231K

22.
22
Benefits
Re-Engineering
Benefits Re-Engineering
The Benefits Re-Engineering Vision
Develop a self-directed service model that will improve customer experience and realize cost efficiencies while enhancing
integrity, through the use of modernized technology, and simplified business processes and policies.
Enhanced Customer
Experience
Improved Worker
Experience
Greater Program
Integrity
 Greater Access – The Virtual Client Service Center (VCSC) gives clients convenient and confidential 24 x 7
access to HRA.
 Better Communication – Client accounts make it easy to check the status of an application, review notices,
return documentation, or report a change,
 Faster Service –Self service areas in centers, online access, and HRA’s “one number” call center means quicker
answers to simple questions.
 Increase Timeliness – Clients can enter information themselves, which means more accurate information and a
quicker eligibility decision.
 Crowd Reduction – Online access, self-service areas in Centers, expanded community partnerships, and a
citywide caseload allow clients to decide where they want to do business with HRA; Center staff can focus effort on
clients that need extra intervention/support.
 Direct Access to Information – Information provided through the VCSC, including documents, is available to
workers in real-time, no more waiting for mail or in-person return.
 Better Access to Information – Integrating data sources into a consolidated view for workers provides better
integrity for HRA, and additional convenience to clients when used for eligibility verification.
 Reduction in Identify Fraud – Including security questions into the online application process protects both the
applicant and the Agency from identity fraud.
 Eliminate unnecessary transactions due to documents requests.

23.
Integrating the Benefits Re-Engineering initiatives to Streamline
Eligibility Determinations
On-Demand Interviews
Applicants/clients will be informed of
an interview timeframe and will have the
opportunity to call the agency at their
convenience during business
hours for their interview.
23
Benefits
Re-Engineering
Information Verification
Information Verification
System (IVS)
The IVS will provide eligibility workers
and investigators with an integrated view
of available external data sources for an
application or case.
Virtual Client Services Center (ACCESS
NYC client portal)
The VCSC will provide enhanced user functionality and
Account Management Services to become a one-stop
client portal through ACCESS NYC. Clients and
applicants will be able to access the VCSC at home as
well as through Self Service Areas at HRA Centers and
Community Based Organizations (CBOs).
work queues for a citywide
caseload and track the different
stages of processing tasks from
receipt to completion.
Streamlined POS
Work Tracking
System (WTS)
A WTS will support task-based
The overall POS interview process will
be streamlined in order to shorten the
average length of eligibility interviews.
Virtual Client Services Center (ACCESS
NYC client portal)
The VCSC will provide enhanced user functionality and
Account Management Services to become a one-stop
client portal through ACCESS NYC. Clients and
applicants will be able to access the VCSC at home as
well as through Self Service Areas at HRA Centers and
Community Based Organizations (CBOs).
Communication: Communication activities are
being conducted to address Client, CBO, and staff
information needs. This includes outreach to CBOs,
center signage, and client mailers.
Change Management: Change Management
focuses on staff engagement, learning and
development (including eLearning), and
transitioning staff to support the new operating
model.

24.
24
Benefits
Re-Engineering
Future Service Delivery and Facility Utilization

25.
25
Benefits
Re-Engineering
SNAP Self-Service Today in ACCESS NYC IBM Cúram v5:
Rising utilization
The online SNAP application rate was level for the past several years - ~25%. Once PC Banks were
implemented in SNAP Home Centers, starting in April 2013, a significant increase in online
applications was seen since - ~ 69%

26.
Future State SNAP and CA Self-Service
26
On-Demand Interviews
Benefits
Re-Engineering
.
One Number:
HRA call center with self-service
options
Agency-wide technology
upgrade will direct all
customer inquiries to one-number
that offers easy to
use self-service options
and live call center
agents.
This includes routing all the
existing calls that are
currently received at the
Centers.
Self-service options may
include:
Check status of
application and EBT card
balance
Check for next benefit
issuance and amount
Schedule and reschedule
interviews
Virtual Client Services
Center (ACCESS NYC
IBM Cúram v6)
Leverage ACCESS
NYC to increase client
access to HRA by
building additional
capabilities to the online
client portal:
 Online SNAP and Cash
Assistance applications/
recertifications
 Access to electronic
case record
 Upload documents
 Request case changes
 24x7 confidential and
convenient transactions
Self-Service Areas and
Community Partners
Creation of HRA self-service
areas within our
SNAP Centers which offer
applicants and clients the
tools they need to
conduct business with
HRA. Including:
 PC Banks
 Scanners and copiers
 Document return
 Check-in
Creating a strategy to
expand community
partner network to
offer:
 Facilitated assistance
submitting online
applications
 Computers, scanners,
and copiers
Clients will have the
option to call the agency
to be interviewed at
their convenience. This
is expected to increase
the number of clients who
complete their interview.
This will be available to
clients for:
SNAP Applications
SNAP Recertifications