The Vermont Department for Children and Families (DCF) determines and reviews benefits eligibility for more than 150,000 Vermonters. We provide these services in much the same way that we have for decades.

While the eligibility business process has largely remained static, workload has steadily grown. Federal requirements have added to program complexity. New health insurance programs and successful outreach efforts have stimulated caseload growth. So too has recent economic pressures—most notably, skyrocketing fuel costs.

In a time when most people have access to a computer, clients must still complete lengthy and often confusing paper applications; then, they must repeat this process (at least annually) when eligibility is reviewed.

For these and other reasons, DCF is modernizing the administration of its public benefits programs. The objectives include enhancing client satisfaction and access to services; easing the burden on staff; improving eligibility and payment accuracy; and making the most efficient use of taxpayer dollars.

Our modernization strategy has two basic components:

1. Business-Process Modifications: includes replacing a geographically-bound, generalist caseworker model with a function-based, just-in-time production model; streamlining client intake; creating self-service options; and instituting a performance-centered management culture.
    
2. Technology Investments: aimed at enhancing productivity, expanding access, and multiplying the channels of communication between workers, community partners, and the department.

Reports

• Modernization of Benefits Eligibility: Project Commission
   
• Benefits Eligibility Modernization: Community Partners Presentation