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New Mexico Priorities: 100-Dollar Voting Exercise

Everyone gets $100 to allocate to their favorite ideas.

Lauren Haynes

Most priority exercises are one dimensional (”vote on your top 3 priorities”). This works when you need to make a quick decision. However, many situations call for a more in-depth understanding of how people on your team actually feel. The $100-dollar exercise adds a second dimension of weight. So not only do you end up with a ranked list of priorities, but you also understand how much your team favors some ideas over others (”the #1 idea is 4x as important as the #2 idea”).

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We’re going to do this twice:

First: What should we as CfA be involved in?

Second: You get $100 to spend New Mexico’s money! What are the ideas that New Mexico should invest in? This will get us the list of what changes we think we should surface up to NM - they should definitely do it, whether we think we’ll be involved or not.

Facilitator Instructions

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Copy this doc

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Clear sample data

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Pick participants: List everyone that is participating in this exercise below.

Add ideas: Give everyone 5 mins to add ideas.

Vote: Each participant allocates $100 dollars across their favorite ideas.

Show vote allocations: When everyone's done allocating their dollars, uncollapse the "Dollar Allocation" at the bottom of the page.

1. Join the game.

Click the button below to join the game.

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Join the game

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Participants

Participants

Participants/Teams

Allocated

Remaining

Lauren Haynes

000

100

$0.00

Lynley Closson

000

100

$0.00

Alicia Huguelet

000

100

$0.00

Diego Echeverri

000

100

$0.00

Mike Samawi

000

100

$0.00

Sharon Bautista

000

100

$0.00

Eleanor Davis

000

$100.00

Vince Dorie

000

$100.00

tgibbs@codeforamerica.org

000

$100.00

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2. Add ideas and allocate dollars.

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Add Idea

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Reset votes

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Ideas

Idea author

One

Five

Ten

Twenty

Fifty

Review/identify opportunities for Accenture staff to do more in ways that help move things along for clients

Review Accenture SLAs to understand work plan constraints; revisit/review Accenture Contracts - can Accenture bring in HSD support not just contact center? Or is this an opp for CfA

Can ACN help enter documents and app register and have a caseworker "approve" once entered?

Revisit who's in design meetings, how that relates to testing, and how it's measured/evaluated once live

Change ACN's contract metrics to how much/how quickly they reduce the backlog

Explore policies for remote working to boost staff morale/ let staff work from home if bandwidth issues are known, or create an incentive that involves working from home?

Refactor incentives for value add and value delivered - fewer touches and more benefits Gamify incentives; we started doing this with our employee survey (e.g. the division with the highest completion rate gets 4 hours admin leave) - offering admin leave for meeting certain metrics.

Fix ASPEN/Salesforce integration so it's closer to live versus 15+ min delay

Create feedback loops to surface client and worker pain points and observations, and make them visible to NM decision makers

New dashboards for actionable insights

Update policy and operations metrics & incentives around supporting clients and closing issues rather than call time. Example: collateral calls for job loss or self attestation form vs leaving a call back for a caseworker for an extension; Identify non-merit staff performance metrics and whether they can be improved

Add "one touch resolution" as a metric (and goal)

Revamp CSAT surveys that are managed in Salesforce

Revisit how to prioritize explicit feedback from clients with issues known from other data (e.g., crashing chat)

Brainstorm with HSD: If they knew they had a pile of backlog to deal with - how would they process that mountain if they were starting from the ground up (independent of current processes and constraints)

Increase opportunities for CBOs to be assisters. Can assisters help with backlog? Regular touchpoints with CBOs to understand what might not be functioning as designed

Figure out how to process applications and document backlog faster

Update tagging and data to get "next level down" - help with FNS reporting and adherence and actually knowing what's going on

Gain insight where human touches aren't adding value or cutting down the backlog

Communicate to NM HSD the consequences of processing delays (CBOs, assisters)

See if we can revisit RPA work done to date to help reduce backlog for appReg (They started using RPA for the application/registration process - linking a new application to a case number with the appropriate household members - and found that they could automate 90% of the way through but faced complications with the last 10%)

#cancelcallbacks unless they have significant improvements (i.e. verifying if someone is available to answer the phone, moving on if not). Revisit when backlog is resolved.

See if we can pinpoint what's actually broken with callbacks and fix it

Add tech to "hold place in line" but not having to sit on the phone (tech version of callback vs new human queue)

Fix system issues that disconnect or send you to the wrong flow (call back when a sound is heard)

Deep dive into authentication - how much re-verification is happening

Improve the authentication process. Overauthentication is an overarching theme across qual research

Leverage macros for caseworker and non-merit notes in salesforce and aspen

Make sure notes are logged in places that are useful for everyone (or that everyone knows to look for all the notes) - e.g salesforce feed vs case note

Get us on the strategic vision for NM HSD

Identify touch points for high level staff to engage with project

Improve the chatbot so it helps more clients

Fix chat crashing issues

Maximize possibilities of chat (make it the go-to option) to reduce the backlog

Confirm technical feasibility of implementing clickable chatbot options

Revisit whether chatbot adds value with current design - improve flows and route to caseworkers faster

Optimizing the chatbot's structure and responses based on the most common client scenario. Be transparent about what can be done and what can't be solved via live chat.

Rebalance chatbot and IVR dialog tree

Pilot caseworker livechat staffing with system and work flow enhancements

Pilot caseworker livechat staffing with commercial off-the-shelf tools (like Intercom)

Pilot caseworker livechat staffing with existing systems

Usability testing of quick guide content and technical tools

HSD shadow clients actually trying to call the call center and get support end to end

Introduce HSD practice for shadowing call centers & clients "in the wild" - Johnny would be great at this

Get us incorporated into ongoing comms channels with workers

Analyze customer data by customer - phone, case number, SSN - get a view of the real experience that is in the data end to end by customer

New tools for parsing client feedback (qualitative)

Update bandwidth/technology capabilities so that merit workers don't have regular system crashes

Some sort of analysis of comms to clients; cadence, wording, etc. Are these comms and channels human-centered?

Publish wait times for customers to know how to reach HSD - is it even possible to get to an "accurate" wait time that represents all queues? Consider outbound communications to manage expectations and provide updates on what has been received, realistic time estimate for next step

Manage expectations by clearly articulating what different channels can help with instead of saying use chat or call us

Once biggest chat issues are fixed, consider how to raise awareness of chat as a support option

Automate more of the SMS and Email Campaigns

Improve system feedback (give clients confirmation when they've submitted more info needed docs) w/ possible date stamp - beyond mail receipts

Remove questions and steps in the process for ACN and ISD that don't add value to the clients i.e over authentication, inefficient call backs, asking the client to write down ticket number that isn't tied to their case,

Figure out how to remove "crossed wires" - notices that go out that are out of date from data clients have submitted

Do Spanish language usability testing & improve spanish translations

Add call queues specifically to handle Spanish calls and staff with bi-lingual speakers

Find resources for translations other than Google

Optimize CCSC tools for hard-to-reach populations (rural, clients who don't speak English, elderly)

Modify Spanish language resources and queues

Special tools for hard-to-reach populations to help with applications and renewals (elderly, non-english speakers, low-access-to-tech)

Work with AWS directly to understand if there are tools NM has access to today that are cheap they have not fully utilized - Pilot something in this space that doesn't require ACN effort

Work with Salesforce directly to understand if there are tools NM has access to today that are cheap they have not fully utilized - Pilot something in this space that doesn't require ACN effort

Flexible Interview Pilot

Strengthen parameters for ISD and ACN to work collaboratively around a shared goal of driving positive customer outcomes.

Optimize metrics for speed rather than customer outcomes. They can be refined to incorporate customer outcomes

Route calls to designated multilingual case workers according to a customer’s language preference.

Enable address validation in Salesforce to avoid customer address errors that negatively impact customer outcomes

There are no rows in this table

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Show results (once everyone is done allocating)

Show results (once everyone is done allocating)

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3. Discuss and take notes.

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