Raimondo Directs Additional Actions to Improve UHIP-Related Services
PROVIDENCE, R.I. – Citing Rhode Islanders’ continued frustration with long wait
times, system errors and isolated reports of customers’ services being disrupted
for various reasons, Governor Gina M. Raimondo today ordered immediate actions
to improve customer service at Department of Human Services field offices and
strengthen
ongoing efforts to stabilize the state’s new, integrated eligibility software system
as quickly as possible.
«While we experienced no major issues with the December 1 payments, Rhode Islanders
across the state, including me, remain frustrated that people who count on our social
service programs continue to experience long waits at our field offices and we continue
to encounter system issues which dampen the customer experience,» said Governor
Raimondo. «No Rhode Islander should have to spend any more time than is absolutely
necessary waiting in line, especially during the holidays. I’m ordering immediate
actions to help improve customer service and strengthen oversight of DHS workflows.
I will continue to hold the entire team – including our vendor – accountable, and
I am prepared to take additional actions if we do not see results quickly.»
The Governor announced specific, targeted actions today to improve customer service:
* Effective immediately, DHS will offer extended Saturday hours from 8:30am to 12:30pm
at two additional locations: the Pawtucket and Warwick offices. DHS already offers
extended weekday hours on Mondays and Wednesdays and Saturday hours at the Providence
and Woonsocket offices.
* DHS will immediately begin a process to hire 35 additional staff to more quickly
process pending applications.
Governor Raimondo has also deployed managers from other state agencies to provide
leadership to improve customer service. Tom Guthlein has been appointed Acting
Associate
Director of Program Operations at DHS to oversee this team.
The new, single system, which launched in September, replaced multiple software
systems, nearly all of which were more than 30 years old. Prior to the launch,
leadership
from the project anticipated there would be some challenges and expected a temporary
reduction in productivity as staff and customers adapted to a new process and technical
issues were identified. Since the launch, there have been a number of reports about
challenges with the system’s software and increased wait times at the field office.
Since launching the system, Governor Raimondo has demanded that Deloitte provide
additional management staff at no additional cost to taxpayers, extended hours
at the busiest DHS field offices and strengthened management.
Raimondo Directs Additional Actions to Improve
UHIP-Related Services
Governor expands Saturday hours to DHS Pawtucket and Warwick offices
Directs DHS to immediately begin process to hire 35 additional staff on a temporary
basis
Deploys experienced program managers from multiple agencies to provide additional
managerial oversight