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October 27, 2004 Value Stream Mapping Teams Identified The Steering Committee recently met to select the processes for Value Stream Mapping during the November 2 and 3 sessions at China Lake. The Steering Committee selected three of the new processes identified at the one-day regional meeting and 10 of the original processes for the initial BTC phase. The other processes that were identified will still go forward at a later date. Direct Deposit of Unemployment Benefit Checks VSM Project: Direct Deposit of Unemployment Benefit Checks Generated By: SC Problem Statement: Direct deposit is a cost-savings measure as well as a customer service enhancement. It also improves security of handling unemployment benefits as it reduces the risk of checks being lost in the mail or someone other than the claimant gaining access to these benefits. Boundaries: Since this process does not currently exist in the department of Labor, the VSM will need to design it from start to finish. The team should take into consideration in their planning, the current direct deposition application used by the states for employee payroll checks. VSM Team: DARRYL TOUCHETTE - BUC VSM Project: Distribution of Publications (internal/external) Generated By: SC Sponsor: John Dorrer VSM Manager: Description: We need to re-think our current way of handling the distribution of MDOL publications to the CareerCenters, and to other users of these publications, which include those developed by the Division of Labor Market Information Services (LMIS), the Bureau of Labor Standards (BLS), and the Bureau of Employment Services (BES). Optimizing the number of publications printed, stored, and distributed has multiple benefits, both in better meeting the needs of our customers and in achieving cost reductions for the Department. Problem Statement: Current processes may result in the distribution of materials that don’t meet the needs of customers, either by distributing too much or too little of one item, of not the needed information all-together. Boundaries: VSM Team: VSM Project: Empowerment & Decision Making Generated By: Ee Sponsor: Sue Bell VSM Manager: Description: Description being developed. Problem Statement: Boundaries: VSM Team: VSM Project: Fact-finding & Appeals Generated By: SC Sponsor: Judy Williams VSM Manager: Description: Unemployment claim eligibility issues are resolved through an initial fact-finding interview and determination process at the Bureau of Unemployment Compensation adjudication level. Disagreements with the fact-finding determination can be appealed to the Division of Administrative Hearings for a new hearing. If the disagreement is still not resolved to the satisfaction of all parties, an appeal can be submitted to the Unemployment Insurance Commission. At the second level of appeal, a new hearing may or may not be held. Problem Statement: The processes involved at each level are subject to strict timeliness standards that can be difficult to meet using the current procedures. Additionally, the differing procedures associated with each level of review and the responsibilities and timelines involved can be confusing for the parties involved and if not followed correctly, can result in the loss of benefits or inaccurate application of employer charges with no recourse if the parties disagree with the determinations. Additionally, although information is produced at each appeal level outlining the number of cases heard and whether or not the original adjudication decision or subsequent lower level appeal decision was overturned; reports are not readily available to all three entities that might indicate problems in understanding or applying specific law sections or identifying training needs by regions or specific staff (or possibly problems with laws or provisions that need to be examined for revision). Boundaries: The processes involved in carrying out adjudication and both levels of appeals should be examined to eliminate/revise steps that are not adding value to the process. These processes need to be examined to improve the experience and understanding of the parties going through them to reduce errors and confusion. The processes need to be streamlined to more consistently meet the timeliness performance standards required. Additionally, the information produced by the processes need to be available in a format readily available to management and staff at all levels to use to identify problematic patterns, identify staff training and development needs, improve consistency in the application of the law and to identify potential policies, regulations or statutes that may need revision to better meet the intent of the Maine Unemployment Insurance Program. VSM Team: VSM Project: Improve Vocational Rehabilitation Service Delivery Generated By: SC Sponsor: Penny Plourde & Bud Lewis VSM Manager: Description: Reduce service delays by streamlining processes and applying best practices options; build mechanisms for data analysis that lead to improving services; develop standard operating procedures and guidelines. Problem Statement: Current processes do not meet customer demand in a timely manner, many customers wait several months before receiving vocational rehabilitation services. Boundaries: VSM Team: Sponsor: Bill Whitley & Jan Devinney VSM Manager: Anita Oliver Description: A new system for identifying eligible consumers, for whom BRS may receive reimbursement from the SSA, has been put in place. With the addition of the new system, the process for identifying and requesting reimbursement should be reviewed. Also needed is the development of a plan to incorporate realized funds in to direct service to consumers. Problem Statement: In the past, BRS has not requested as much reimbursement funds as allowed. This is because information was not readily available on consumers, and eligibility was sometimes not determined until after the deadline for requesting reimbursement. Boundaries: VSM Team: VSM Project: OIP Job Jar Generated By: SC Sponsor: Bob Morlock VSM Manager: Description: Value Stream Map the OIP Process for accepting, sorting, prioritizing, inventorying, assigning and implementing customer requests to have work performed on ‘in-production’ IT systems. Problem Statement: One of the key problems is how to schedule work so that small, possibly lower priority needs get addressed. Often small items such as form changes or minor programming changes that although aren’t high priority in terms of mission critical processes but do make a significant difference in carrying out work efficiently, never get done since they do not compare in priority level to large projects or major system changes. How can these be scheduled in along with major items so that they are accomplished timely. Scheduling of tasks will become even more critical as we identify additional technological needs through Bend the Curve endeavors. Boundaries: VSM Team: VSM Project: Outreach and education Generated By: SC Sponsor: Adam Fisher VSM Manager: Description: Review activities of the BLS O&E unit and department outreach and education efforts to enhance coordination and consistency. Problem Statement: To be sure the Department projects a consistent image as a key resource for workers and employers. Boundaries: VSM Team: VSM Project: Procurement and Accounts Payable Generated By: SC Sponsor: Dennis Corliss VSM Manager: Description: Value Stream Map (VSM) the P/O and A/P processes from end-to-end, i.e. from purchases initiation to checks are cut and mailed. Price-Waterhosue-Coopers (PWC) found (in MDOL’s 1998 study) that “DOL Accounts Payable struggles to function through the lack of automation, and current manual processes cold be streamlined dramatically without new technology.” Although much work has been done recently to streamline these processes, to date nothing (a) end-to-end deliberately involving the P/O has been done. (b) The work to date has assumed that OAS has a problem. Although there are some OAS exclusive problems, there are also some more fundamental problems involving P/O (Department wide) that, when addressed, will greatly improve efficiency, effectiveness and customer satisfaction (both external and internal customers). Problem Statement: Boundaries: VSM Team: VSM Project: UC Tax and Benefit collections Generated By: SC Sponsor: Joan Cook VSM Manager: Description: BUC processes for collecting delinquent unemployment taxes from employers and benefit overpayments from unemployment recipients. Problem Statement: The Bureau of Unemployment Compensation has recently combined the collections units from UC Tax and Central Benefits into one unit. However, the activities of these units are still being carried out separately – the integration at this point is primarily limited to physical co-location of the employees involved. The work itself has not been examined to see if it can be integrated and carried out in a more efficient, cost-effective manner. Boundaries: The chartered VSM needs to look at all activities associated with the UC tax and benefits collection process and work to fully integrate the two activities into one so that the employees of this unit can perform collection activities for both areas. The goal is to reduce the effort and time it takes to carry out the activities in order to improve operational efficiency, improve the effectiveness of the process in terms of the amount of money recovered and reduce the cost of operations. VSM Team: VSM Project: UI/ES Service Collaboration Generated By: Ee Sponsor: Laura Boyett VSM Manager: Mike Thomas Description: Unemployed workers file their benefit claims by telephone through an unemployment claims center - they no longer report in person to a UI local office. To receive job search assistance or job training, they would go in person to a CareerCenter. UI is a partner in the One Stop system, but is not physically present in a CareerCenter. Unemployed workers can file a UI benefit claim by using a telephone at the CareerCenter and soon via the Internet from a PC in the CareerCenter. Problem Statement: Boundaries: VSM Team: VSM Project: Website Generated By: SC Sponsor: Adam Fisher VSM Manager: Description: Review how the Department’s website is developed and maintained, and the mechanism for approving information that is provided via the website. Establish standard operating procedures for the development of new material and the maintenance of existing sites. Problem Statement: The Department’s website was developed over time, by people in various offices throughout the Department. Work has been done to give the sites a consistent appearance, but no formal process exists for reviewing and adding/changing/deleting information provided via the internet. Boundaries: VSM Team: VSM Project: WIN-202 Continuous Improvement Generated By: SC Sponsor: John Dorrer VSM Manager: Description: WIN-202 is a system used by states to process employment and wage information for a wide variety of purposes, including trend analysis, industry changes, and tax/benefit operations. The system is developed under contract between the Division of Labor Market Information Services (LMIS), who manages the project, and the US Bureau of Labor Statistics.WIN-202 must be taken to the next level of continuous improvement by increasing access, migrating system versions, and enhancing system features while, at the same time, improving efficiency. Review all aspects of project management, organizational structure, team roles, and process steps. Problem Statement: Boundaries: VSM Team: |
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