With health and human service organizations facing intense resource constraints even as they try to improve life-critical service delivery to their communities’ neediest citizens, it is paramount for health and human service administrators to develop innovative ways to harness the power of people, processes and technology to implement true interoperability of people, processes, technologies and policies. One of the crucial steps along this journey toward achievement of a holistic, interoperable vision is HHS organizations’ development of an understanding of their internal business processes. Only through a detailed study of these processes can we identify potential impediments to achievement of their interoperable vision.

Mindboard, through its innovative Enterprise Modernization practice, provides cutting edge strategic consulting services to organizations at the State and local level, where essential Health and Human services are often delivered. These organizations often face challenges, not only because they operate with resource constraints, but also because of gaps in strategy, business processes and technology as far as the implementation of Federal policies such as the Affordable Care Act (ACA) is concerned. Our team of professionals has successfully helped our clients make significant strides towards the achievement of a streamlined strategic vision through the employment of cutting edge yet practical academic, business and technical methodologies.

Mindboard continues to strive towards helping our Health and Human Services clients achieve their strategic objectives through the utilization of methodologies and technologies that are cost effective, timely and practical. We are at the forefront of providing critical advisory services to our clients and introducing new and better ways of doing business.

Role: Business Process Redesign, Project Management Oversight, Technology Architecture and Design

Objective: Integration of 140 disparate processes across six program areas into an integrated, “no wrong door” process that will allow recipients of HHS services to apply for and obtain services more efficiently while providing a single, integrated system of record for caseworkers.

Background and Solution: Montgomery County, MD is one of the largest counties in the State of Maryland and serves a diverse population, some of which requires assistance from the County’s Health and Human Services programs. Montgomery County DHHS provides services within six program areas (Aging & Disability Services, Behavioral Health and Crisis Services, Public Health Services, Special Needs Housing and Administration), each of which houses multiple discrete programs and associated processes. The objective of this project is to integrate DHHS services to:

• Enable citizens of Montgomery County to obtain DHHS services through a “No Wrong Door” approach
• Enable DHHS case workers and management to efficiently administer, manage and track services

Mindboard team is spearheading design and implementation using Oracle/Siebel platform. To provide full case information, the system integrates with both State systems and other County systems. Integration with the state systems use Web services, including middleware and a National Information Exchange Model (NIEM) structure for communication. The communication with other County systems (e.g., eHR) use a master data structure implemented using Oracle Enterprise Data Quality (EDQ) tools. The case outcomes, analytics, and reporting is performed using Oracle’s Business Intelligence Enterprise Edition (OBIEE) and Oracle’s Case Management Analytics package.