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Quick Mobile Self-Service Solutions During COVID-19

Helping drive outcomes for government agencies

COVID-19 is challenging health and human services organizations in many ways. With unemployment rising at an unprecedented rate, quick and efficient access to benefit programs requires government organizations to expand digital self-service channels to enable citizens to apply for benefits without the need to visit an office, travel to access printing or mailing services, or send physical forms that stress central document processing center operations.

Deloitte can help

Digital and mobile self-service solutions can be implemented in as little as four weeks, offering necessary tools for members to manage their benefits remotely and providing cost savings and operational efficiencies for agencies. Digital and mobile self-service applications can assist government agencies in their response during all phases of the COVID-19 crisis, allowing agencies to:

Respond: Digital document upload channels reduce volume for in-person processing centers adapting to social distancing work practices and save worker indexing time by allowing users to submit pre-indexed documents directly from their mobile device. Providing mobile-friendly password reset and account inquiry features diverts call center traffic, creating capacity for increased calls related to changing COVID-19 policies.

Recover: Further increase digital channel adoption to prepare for surges in agency worker activities. In the Respond phase, agencies relaxed noncritical verification or program integrity requirements to keep the operational lights on. When these policies are reintroduced in the Recover phase, agencies without strong digital self-service channels may struggle with dramatically increased work volumes. Quick wins for password reset, checking account information, and submitting documents become even more critical and likely yield even greater ROI during the Recover phase. Expanding mobile features to include biometric login or electronic correspondence can further position agencies to respond to member needs during the Recover phase.

Thrive: Innovations applied during the COVID-19 Response and Recovery phases can help establish new operational norms and expectations. Industry leaders can be better positioned to handle if citizens face localized return to shelter-in-place guidelines and can potentially benefit from innovations made during the Respond and Recover phases. Office location map integration, e-wallet cards, and other mobile-optimized features can be used to support various use cases (for example, using push notifications to alert individuals of upcoming program due dates and reduce program churn).

Respond recover thrive

Responding to COVID-19 with digital channels

States with more robust digital channels and mobile self-service tools during the COVID-19 crisis are able to divert traffic from in-person or phone channels, easing operational pressure and reducing wait times. They are more prepared to accommodate the continued stress on agency systems.

Mobile self-service can help address stress on agency systems by:

Diverting stress on in-person mail operations by encouraging users to submit verification documents online while pre-indexed documents increase processing efficiency. User visibility into submitted documents reduces duplicate document submissions.

Redirecting call center volume by offering easy access to benefit information and the ability to recover user IDs and passwords. Offline accessible FAQs help users navigate access to “normal” as well as “COVID-19-specific” services and reduce call center transfers.

Improving direct communication with members via secure messaging, push notifications, and alerts to keep up-to-date on the latest policy updates. Client enrollment in eNotices helps save costs incurred for mailing one-time correspondence updates.

Digital and mobile self-service solutions help citizens engage by providing the following features

In order to help health and human services (HHS) organizations in this challenging time, working with Deloitte to implement digital and mobile self-service solutions can help establish the following features in approximately four weeks:

Check my benefits: View key application or case status and information, reducing call volume about basic benefit inquiries.

Document upload: Use mobile camera or photo gallery to easily submit verification documents. Important metadata for indexing, such as the individual, case, and type of document, can enable automated indexing and, ultimately, more timely processing.

Secure login: Authentication aligned with existing Web portal processes protects user information. Mobile-optimized features to remember passwords can further reduce call center volume.

FAQ: FAQs help set expectations for mobile app functionality and guide users to resources available through other channels, helping to reduce stress on call center staff and case workers.

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Get in touch

Kenneth J Smith

Kenneth J Smith

Human Service Transformation Leader

Kenny is Deloitte Consulting LLP’s national leader and principal for the Integrated Eligibility practice. Kenny has nearly 20 years of experience in large-scale programmatic transformation implementin... More

Jordan Schneidman

Jordan Schneidman

Principal | Government & Public Services

Jordan is a principal in Deloitte Consulting LLP’s Government & Public Services practice. He has more than 15 years of experience leading technology transformation programs for human services organiza... More