Washington Connection Advisory Committee Meeting Executive Sponsor: AGENDA Committee Members:

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1 Washington Connection Advisory Committee Meeting July 24, 2012, 1:30 PM 4:30 PM 2121 South State Street, Tacoma, Centennial Building 2, DSHS Community Services Division, First Floor, Conference Room 1 Conference Bridge: (360) , PIN: # Executive Sponsor: Robin Arnold-Williams, Secretary, Department of Social and Health Services Committee Members: David Bley, Pacific Northwest Initiative, Bill & Melinda Gates Foundation John Bowers, North Seattle Community College Gina Breukelman, Global Corporate Citizenship, Boeing Company Robert Coit, Thurston County Food Bank Ed Fox, Port Gamble S Klallam Tribe Patty Hayes, Public Health Seattle & King County Debbie Kendall, OFM Office of the Chief Information Officer Diane Klontz, Department of Commerce Sue Langen, DSHS Chief Information Officer Tony Lee (Co-Chair), Statewide Poverty Action Network, Solid Ground Carol Mizoguchi, Casey Family Programs Chris Morton, Associated Ministries Alexis Oliver, Governor s Executive Policy Office Manning Pellanda, Health Care Authority Alice Shobe, Building Changes Dannette R. Smith, City of Seattle, Human Services Department Laura Smith, Washington Dental Service Foundation David Stillman (Chair), DSHS, Economic Services Administration Barbara Wasserman, Swinomish Tribe (Vacant), Washington State House of Representatives (Vacant), Washington State Senate AGENDA 1:30 Welcome and Introductions (Robin Arnold-Williams) 1:40 Review Agenda (David Stillman) 1:45 Strategic Planning Workgroup Update (Patty Hayes) Planning Process Status Draft Goals and Objectives: Discussion Prioritization Criteria for Initiatives: Discussion Input from Partnership Subcommittee in August Next Workgroup Planning Session: 9/26/12 Advisory Committee Final Review: 10/23/12 Meeting 3:45 Health Benefit Exchange (HBE) Discussions Update Statement from the Advisory Committee (Tony Lee) Issues Related to Referral Process between HBE and Washington Connection (Roxie Schalliol) HBE Data Elements Open for Comment 4:15 Finding Resources for Strategic Initiatives (Robin, David, Tony) 4:30 Adjournment Next Meeting: 10/23/2012 Update Information in this Meeting Packet Major Enhancements for July and October Releases Interface Partnerships Update Marketing and Community Outreach Online Submissions Data Reports Online Customer Survey Results 1

2 Strategic Planning: Process and Timeline Form Inform Strategize Perform Confirm scope of the planning effort Clarify roles and responsibilities Identify timeline and expectations Establish forum and format to facilitate planning process Review data, reports, customer feedback and partners input Learn about current ongoing initiatives Identify best practices from other organizations Identify strengths, weaknesses, opportunities and threats Clarify goals and objectives (see attached example) Prioritize strategies and initiatives Identify reasonable timeline and performance measures Propose a 3-year plan for Advisory Committee s review Finalize and deploy the Strategic Plan Prioritize performance measures, baselines, and targets Implement initiatives and share lessons learned Integrate new initiatives into the Strategic Plan as needed APRIL (4/24 Meeting) Agree upon the process MAY Action JUNE Action JULY (7/24 Meeting) Discuss goals and objectives AUGUST Action SEPTEMBER Action OCTOBER (10/23 Meeting) Review draft plan NOVEMBER Action DECEMBER Finalize the plan JANUARY Implement final plan 5/31 Meeting: Review mission, SWOT analysis, goals, and interrelations among goals. Identify objectives and initiatives for each goal (Part 1). 6/28 Meeting: Identify objectives and initiative for each goal (Part 2). Identify prioritization criteria or influencers. August Input: Seek feedback from Partnership Subcommittee. 9/26 Meeting: Review feedback from Advisory Committee. Update and prioritize initiatives for each goal.

3 Goals and Objectives Goal 1 Increase effective community outreach to achieve public awareness of Washington Connection. (What is it: Marketing, outreach, and promoting the portal) Objectives A. Increase CBO outreach B. Increase client outreach C. Establish shared ownership of materials and outreach representatives Goal 2 Improve portal functionality so the users can easily find the information and complete tasks online as needed. (What is it: Clients, family members, CBOs ability to use Washington Connection) Objectives A. Achieve better survey results B. CBOs ease of use satisfaction C. Establish a customer support system D. Leverage opportunities with new or 3

4 Goals and Objectives Goal 3 Increase access points where clients can get help or use a computer to look for information, screen eligibility, or apply for services online. (What is it: Recruitment and engagement of community partners who will effectively use the portal technology) Objectives A. Secure additional resources for capacity building B. Recruit more community based organizations as Assisting Agencies and Host Organizations C. Increase training and support for existing and new agencies to retain established Assisting Agencies and Host Organizations D. Collaborate and leverage with other outreach initiatives (e.g., AAAs, HBE, etc.) Goal 4 Expand online application to include more benefit programs available for clients to apply online. (What is it: Expansion of benefit administrators and integration of benefits to increase the number of services included in the Washington Connection and understanding the policy gaps and conflicts) Objectives A. Identify, initiate and collaborate with potential benefit administrators (state or local jurisdictions) B. Understand existing policies & processes that effect additional benefit administrators C. Create inventory of organizations that have local services D. Assess organization that has local services E. Preserve, expand & maintain one stop shopping vision 4

5 Goals and Objectives (Note: Goal 5 was not included in the Advisory Committee Charter. This was added by the Strategic Planning Workgroup.) Goal 5 Enhance governance structure to support achievement of strategic objectives. (What is it: As Washington Connection continues to mature, the criteria for its governance structure should evolve as needed to effectively support the achievement of strategic objectives) Objectives A. Look at and evaluate governance structure in light of new strategic plan, and annually thereafter 5

6 Prioritization Criteria or Influencers Time sensitivity Already underway Staging importance Politically compelling Cost benefit return on investment Financial feasibility Funding opportunity Available resources Requirements (policy driver, legislation)* Functionality improvement* Maintenance and operations* Risk level (high severity problems)* Discussion: Are any of these criteria unique to certain goals? What additional ideas do we have for prioritization? What clarification do we need for these criteria? How should we weigh these criteria based on the emphasis or influence of each of them? *These criteria apply to Goal 2 (Portal Functionality). 6

7 Health Benefit Exchange (HBE) Discussions Update Issues Related to Referral Process between HBE and WA Connection Three Areas Considered by the National Healthcare Reform Steering Committee: Applicants entering either HBE or WA Connection seeking medical coverage HBE referrals for non-medical programs Referrals between MAGI and non-magi programs Assumptions: Status: HBE will serve as the single portal for all online Medicaid applications (including MAGI and classic ) When possible, we will maximize federal support The Steering Committee has developed preliminary recommendations on the first two areas. Discussions continue to understand impact on systems, project timeline, customers, etc. 7

8 Health Benefit Exchange (HBE) Discussions Update Data Elements Open for Comment See more information at A Notice by the Centers for Medicare & Medicaid Services on 7/6/2012. (Attached) Appendix A: Data Elements for Application to Support Eligibility Determinations for Enrollment through Affordable Insurance Exchanges, Medicaid and Children s Health Insurance Program Agencies. (Attached) Appendix B: Data Elements for Application to Support Eligibility Determination for Enrollment through Affordable Insurance Exchanges (Not Applying for Insurance Affordability Programs). Submit comments electronically to: through Comment or Submission. Submit comments by regular mail: CMS, Office of Strategic Operations and Regulatory Affairs, Division of Regulations Development, Attention: Document Identifier , Room C , 7500 Security Boulevard, Baltimore, Maryland, Comment due date: 9/4/12. 8

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11 Major Enhancements for July and October Releases Highlights July October Provide CBOs with additional access to client information in Washington Connection Add a reminder for Am I Eligible pre-screening before clients start the application Limit Submit Partial Application option to those applying for food benefits only Encourage applicants to provide more information in online application by displaying reminder messages if certain fields are left blank Modify Child Care subsidy application PDF to include a Y/N question about Extra Help Needed for each child Remove questions about immigration status and city/county of birth Homepage Redesign Report the birth of a newborn in Washington Connection homepage which will initiate the auto-enrollment process if eligible for Medicaid Automated registration process for community partners More detailed instructions about creating Client Benefit Account Public access directory by county CBO partners available in each county to help clients, with addresses, contact information, and office hours displayed Add additional resource types in pre-screening and online application Update online tutorial and separate it to multiple modules based on subject matters New online customer surveys: one for the public; one for CBOs 11

12 Increase Access: Interface Partnership Status Highlights Piece County OSPI Dept of Health Office of Deaf and Hard of Hearing Discussed potential interface with Community Connections case management database and call center system: 5/1/12, 6/29/12, 7/5/12. Discuss eligibility determination process and demonstrate how Washington Connection transfers data to ACES, Barcode, and City of Seattle: 8/13/12. Develop high level business requirements for cost estimate: 6/19/12, 7/3/12, 7/9/12, 7/16/12, 7/31/12. Include pre-screening, direct certification, online application, eligibility determination model (3 options to consider), printable certificate, printable fair hearing form, OSPI repository database system to receive approval certificate and denial data. Grant opportunity: Washington Connection s remaining funds from the Gates Foundation grant for CBO Access to Client Information. Apply for 2013 USDA Administrative Reviews and Training Grant for a new permanent database system: 5/1/13. Added HIV Client Services link and application information to Explore Options: 7/15. Added Telecommunication Equipment Distribution Program to Explore Options (7/15/12) and eligibility screening tool (1/14/13). Offer online tutorials with American Sign Language available: 1/14/13. 12

13 Increase Access: Marketing and Community Outreach Highlights CBO Partners Host Organizations: 499 (Public Access: 216; Limited Access: 283) Assisting Agencies with CBO Accounts: 113 (Public Access 54; Limited Access: 59) Total Community Partners: 612 Marketing Campaigns Cinema Theaters (May-August) Mobile CSOs (August) New publications (August-September) Comcast Cable TV advertisement (planning) Sea Mar Radio Stations Public Service Announcement (planning) Community Outreach First Friday Forum: 8/3/12 Partnership Subcommittee strategic planning input: 8/1-8/17/12 Making Connections in Your Community Outreach Workshop: 8/31/12 Association of Washington Housing Authorities Meeting: 9/13/12 Washington Food Coalition Annual Conference: 10/4-5/12 Department of Commerce, Community Partners Annual Conference: 10/10-12/12 Partnership Subcommittee Webinar and demo of new features: 10/16/12 13

14 WA Connection Assisting Agencies by County Clallam L = 1 P = 1 Jefferson L = 0 P = 0 Grays Harbor L = 1 P = 0 Pacific L = 0 P = 0 Wahkiakum L = 0 P = 0 San Juan L = 0 P = 1 Island L = 1P = 2 Mason L=1 P=0 Kitsap L = 2 P = 4 Thurston L = 0 P = 3 Lewis L = 1 P = 0 Cowlitz L = 0 P = 0 Clark L = 4 P = 0 Whatcom L = 1 P = 1 Snohomish L = 1 P = 7 King L = 18 P = 13 Pierce L = 5 P = 4 Skagit L = 1 P = 2 Skamania L = 0 P = 0 Kittitas L = 3 P = 3 Yakima L = 2 P = 4 Chelan Okanogan L = 0 P = 1 Douglas L = 1 P = 1 L = 0 P = 0 Klickitat L = 0 P = 0 Grant L = 2 P = 1 Benton L = 2 P = 1 Ferry L = 0 P = 0 Lincoln L = 0 P = 1 Adams L = 0 P = 0 Franklin L = 1 P = 3 Walla Walla L = 1 P = 2 Stevens L = 0 P = 0 Columbia L = 1 P = 0 Whitman L = 1 P = 0 Garfield Pend Oreille L = 0 P = 0 Spokane L = 1 P = 4 L=1 P= 0 Asotin L = 1 P = 0 Assisting Agencies: Community-Based Organizations that assist clients in applying for benefits. L = Limited Access: Available to the agency s clients only (Total = 59) P = Public Access: Available to the public (Total = 54) TOTAL: 113 7/19/12

15 WA Connection Host Organizations by County Clallam L = 8 P = 2 Jefferson L = 1 P = 3 Grays Harbor L = 1 P = 9 Pacific L = 1 P = 2 Wahkiakum L = 0 P = 0 San Juan L = 0 P = 0 Island L = 2 P = 1 Mason L=7 P=3 Kitsap L = 2 P = 9 Thurston L = 6 P = 8 Lewis L = 4 P = 3 Cowlitz L = 1 P = 0 Clark L = 9 P = 7 Snohomish L = 19 P = 7 King L=133 P= 78 Pierce L = 9 P = 29 Whatcom L = 9 P = 5 Skagit L = 8 P = 4 Skamania L = 0 P = 0 Kittitas L = 3 P = 6 Yakima L = 17 P = 2 Chelan Okanogan L = 7 P = 2 Douglas L = 2 P = 0 L = 0 P = 1 Klickitat L = 2 P = 0 Grant L = 5 P = 3 Benton L = 3 P = 7 Franklin L = 2 P = 6 Ferry L = 1 P = 1 Lincoln L = 0 P = 0 Adams L = 0 P = 1 Walla Walla L = 1 P = 0 Stevens L = 1 P = 1 Columbia L = 0 P = 1 Whitman L = 3 P = 3 Garfield L=2 P=1 Pend Oreille L = 1 P = 1 Spokane L = 9 P = 13 Asotin L = 3 P = 1 Host Organizations: Community-based organizations that have computers or information for clients to use. L = Limited Access: Available to the agency s clients only (Total = 283) P = Public Access: Available to the public (Total = 216) TOTAL: 499 7/19/12

16 Temporary Assistance for Needy Families Caseload January 2011 through June ,000 70,000 65,000 Time limit and 15% grant reduction 60,000 55,000 50,000 Jan-11 Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12 Apr-12 May-12 Jun-12 Note: Total cases are a monthly count of Assistance Units that received a cash benefit. Numbers include both the federally funded Temporary Assistance for Needy Families program and the state-funded State Family Assistance to legal immigrants families, students ages 19 to 20, and pregnant women who are ineligible to receive TANF. Data Source: ACES Data Warehouse January 2011 through June

17 Basic Food Caseload January 2011 through June , , , , , , , , , , ,000 Jan-11 Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12 Apr-12 May-12 Jun-12 Note: Total cases are a monthly count of active Basic Food Assistance Units that received an issuance for the benefit month. Numbers include both the federally funded Basic Food Program and the state-funded Food Assistance for Legal Immigrants Basic Food Program. Data Source: ACES Data Warehouse January 2011 through June

18 Washington Connection Data Report Highlight Online and Paper Submissions Data Jan March 2012 Submissions Individuals & Assisting Agencies Submissions - Individuals Submissions - Assisting Agencies Type of Submission # Total # Online Total % Online Total # Total # Online % Online # Total # Online % Online Applications 212, , % 207, , % 5,127 2, % Renewals 161,529 43, % 160,299 43, % % Changes 28,132 18, % 28,000 18, % % Total 401, , % 395, , % 5,661 3, % April June 2012 Submissions Individuals & Assisting Agencies Submissions - Individuals Submissions - Assisting Agencies Type of Submission # Total # Online Total % Online Total # Total # Online % Online # Total # Online % Online Applications 201, , % 196, , % 4,862 3, % Renewals 133,479 36, % 133,054 35, % % Changes 25,978 16, % 25,880 16, % % Total 361, , % 355, , % 5,385 3, % Jan Mar to Apr June 2012 % Change % Change Difference % Change % Change Difference % Change % Change Difference Changes in Totals between 2 Quarters -10.0% -5.8% 2.0% -10.0% -6.1% 1.9% -4.9% 13.5% 11.7% June 2011 Submissions Individuals & Assisting Agencies Type of Submission # Total # Online Total % Online Total Total 137,424 56, % June 2012 Type of Submission Submissions Individuals & Assisting Agencies # Total # Online Total % Online Total Total 116,099 54, % June 2011 and June 2012 % Change % Change Difference Changes in Totals between June 2011 and June % -2.9% 6.1% Quarter to quarter changes Number of total submissions from all sources was down 10% Number of total online submissions was down 5.8% Share of total online submissions was up 2.0% June 2011 to June 2012 changes Number of total submissions from all sources was down 15.5% Number of online submissions was down 2.9% Share of online submissions was up 6.1% Data Source: Barcode System January through June 2012; June Totals reflect sums of individuals and assisting agencies. 18

19 All Submissions by Type of Submission September 2009 through June , , , ,000 80,000 60,000 40,000 20, Applications Renewals Changes All Submissions Data Source: Barcode System September 2009 through June

20 All Submissions by Paper or Online September 2009 through June % 80% 70% 60% 50% 40% 30% 20% 10% 0% Online Paper Data Source: Barcode System September 2009 through June

21 All Applications by Paper or Online September 2009 through June % 70% 60% 50% 40% 30% 20% 10% 0% Online Paper Data Source: Barcode System September 2009 through June

22 All Renewals or Re-certifications by Paper or Online September 2009 through June % 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Online Paper Data Source: Barcode System September 2009 through June

23 All Change of Circumstances Reports by Paper or Online September 2009 through June % 70% 60% 50% 40% 30% 20% 10% 0% Online Paper Data Source: Barcode System September 2009 through June

24 Online and Paper Submissions by Type June 2012 All Applications Online Applications Paper Applications All Renewals Online Renewals Paper Renewals 27,623 43% 36,768 57% 30,737 72% 12,220 28% All Changes Online Changes Paper Changes All Submissions Online Submissions Paper Submissions 2,886 33% 5,865 67% 61,246 53% 54,853 47% Data Source: Barcode System June

25 Total Online Submissions of Individuals and Assisting Agencies by County (Greater than 50% from either source) June % 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Benton Chelan Clark Columbia Douglas Ferry Grays Harbor Island King Kitsap Kittitas Klickitat Lewis Mason Pierce San Juan Skagit Snohomish Spokane Thurston Walla Walla Whatcom Whitman Yakima Statewide Individuals Assisting Agencies Note: Assisting Agencies are community-based organizations that have staff to help clients apply for benefits or services. Data Source: Barcode System June

26 Total Online Submissions of Individuals and Assisting Agencies by County (Less than or Equal to 50% from either source) June % 10% 20% 30% 40% 50% 60% 70% 80% Adams Asotin Clallam Cowlitz Franklin Garfield Grant Jefferson Lincoln Okanogan Pacific Pend Oreille Skamania Stevens Wahkiakum Statewide Individuals Assisting Agencies Note: Assisting Agencies are community-based organizations that have staff to help clients apply for benefits or services. Data Source: Barcode System June

27 Total Counts of Online Submissions from Individuals by County June 2012 King Pierce Spokane Snohomish Clark Thurston Yakima Kitsap Benton Whatcom Cowlitz Grays Harbor Skagit Grant Lewis Chelan Clallam Mason Franklin Island Walla Walla Kittitas Douglas Pend Oreille Whitman Okanogan Jefferson Stevens Asotin Pacific Adams Klickitat San Juan Lincoln Ferry Skamania Wahkiakum Columbia Garfield - 2,000 4,000 6,000 8,000 10,000 12,000 1,374 1,359 1, ,306 2,229 2,115 4,725 4,501 5,395 7,494 11,284 Note: Assisting Agencies are community-based organizations that have staff to help clients apply for benefits or services. Data Source: Barcode System June

28 Total Counts of Online Submissions from Assisting Agencies by County June 2012 King Pierce Snohomish Yakima Whatcom Clark Thurston Skamania Kitsap Walla Walla Douglas Ferry Mason San Juan Chelan Island Grant Benton Grays Harbor Spokane Kittitas Lewis Asotin Stevens Adams Clallam Columbia Garfield Klickitat Cowlitz Franklin Jefferson Lincoln Okanogan Pacific Pend Oreille Skagit Wahkiakum Whitman Note: Assisting Agencies are community-based organizations that have staff to help clients apply for benefits or services. Data Source: Barcode System June

29 Counties with High Poverty and Public Assistance Numbers by Online Submissions by Individuals Counties with high poverty and assistance programs (see maps) Number of individuals in poverty 2010 Online Submissions by Individuals May 2012 June 2012 Change from May 2012 to June 2012 Number Percent Number Percent % change in Volume (#) Online Difference in Share (%) Online King 232,704 11, % 11, % -2.1% 2.8% Pierce 95,688 7, % 7, % -5.7% 2.5% Snohomish 70,226 4, % 4, % -2.2% 2.3% Spokane 67,272 5, % 5, % -0.4% 3.7% Yakima 57,612 2, % 2, % -11.7% 0.3% Clark 53,717 4, % 4, % -3.7% 2.3% Sources: 2010 US Census Small Area Income and Poverty Estimates; ACES data, August 2011; Barcode System May and June

30 Washington Connection Online Customer Survey Why did you visit Washington Connection web site? Total responses from all respondents = 6,384 October 15, 2011 to January 9, 2012 Total responses from all respondents = 6,732 January 9, 2012 to April 9, 2012 Total responses from all respondents = 5,353 April 9, 2012 to July 9, 2012 Why did you visit Washington Connection web site? 10/15/2011-1/9/2012 1/9/2012-4/9/2012 4/9/2012-7/9/2012 I wanted I to wanted find or to get find social or get services social or services benefits or for benefits me or my family. for me or my family. 82.9% 81.7% 80.7% As a As worker a worker in a community in a community agency, agency, I helped I helped our clients our apply clients for services or apply benefits. for services or benefits. 2.2% 2.4% 2.4% Other (please explain): 14.8% 15.9% 16.9% Data Source: Washington Connection Online Survey 30

31 Washington Connection Online Customer Survey Percent answering Yes to the following questions - Summary Avg. # of responses to these questions = 2,752 October 15, 2011 to January 9, 2012 Avg. # of responses to these questions = 2,975 January 9, 2012 to April 9, 2012 Avg. # of responses to these questions = 2,146 April 9, 2012 to July 9, 2012 Did you find the information you were looking for? Did you find the information you were looking for? Did you learn about services or benefits that you were not aware of before OR did you help your client learn about services or benefits that Did you learn about services or benefits he or she that was you not were aware not of before? aware of before? (OR Did you help your client learn about services or Did you apply for services or benefits for which you didn't plan to apply previously OR did you help your client apply for services or benefits for Did you apply for services which or he benefits or she didn't for which plan to you apply didn't previously? plan to apply previously? (OR Did you help your client apply for Do you have or use a Smartphone, ipad, iphone, or other Android Do you have or use a Smartphone, ipad, iphone, or other Android mobile device? mobile device? Would you use a mobile device to access web sites such as Washington Would you use a mobile device to access web sites Connection? such as Washington Connection? Are you a resident of the City of Seattle? Are you a resident of the City of Seattle? Would you recommend Washington Connection web site to people who Would you recommend are trying Washington find social Connection services or web benefits? site to people who are trying to find social services or benefits? 34.9% 35.1% 35.5% 21.0% 20.8% 21.8% 29.8% 33.3% 37.4% 13.9% 16.1% 17.3% Yes 65.5% 64.9% 70.4% 10/15/2011-1/9/2012 1/9/2012-4/9/2012 4/9/2012-7/9/ % 63.4% 60.0% 80.7% 81.2% 82.7% Data Source: Washington Connection Online Survey 31

32 Washington Connection Online Customer Survey Overall, how would you rate the Washington Connection web site? Total responses from all respondents = 2,610 October 15, 2011 to January 9, 2012 Total responses from all respondents = 2,814 January 9, 2012 to April 9, 2012 Total responses from all respondents = 2,197 April 9, 2012 to July 9, 2012 Overall, how would you rate the Washington Connection web site? 10/9/2011-1/9/2012 1/9/2012-4/9/2012 4/9/2012-7/9/ % 35.2% 35.2% 26.9% 25.1% 25.3% 25.7% 24.6% 23.8% 7.9% 8.8% 8.6% 5.5% 6.1% 5.5% Very Good Good Average Poor Very Poor Data Source: Washington Connection Online Survey 32

33 Washington Connection Online Customer Survey What features of the Washington Connection website do you like the most? April 9, 2012 through July 9, 2012 Note: There were 1,257 responses to this question of which 70 percent (878) were positive remarks. Data Source: Washington Connection Online Survey April 9, 2012 through July 9,

34 Washington Connection Online Customer Survey What features of the website do you like the most? 4/9/12-7/9/12 All of it was self-explanatory, reader-friendly language and easy to understand. I like the logical flow of questions. All the information I was searching for was very easy to find. I liked how it explains everything in detail, including policies. That way, you don t make any mistakes. I like how it has definitions for things I didn't know about. I love that you can submit everything online, and the forms are super easy to fill out. It is much faster to submit the application this way. I feel more in control of my own application. Being able to apply for services online and sign forms electronically is a huge blessing. It saves gas, bus money, postage and time. The website saved my household $150 in fuel costs. We like the account access. Being able to view our information for medical and cash assistance was wonderful, which is so much better than being on hold! We like being able to see what benefits we have and when they expire. I like being able to save a partial application or review and complete it later. I like that I am able to report a change online and I have proof that I did. I like the privacy and security of the online process. I can access this website from any computer or phone with Internet access, which is a blessing because I have no home or place to receive regular mail. It helps people like me that are in rough situations. Convenient, easy, fast It works with my work schedule. It is easier to use than the paper forms. I really like the ability to find out if I was eligible for food and child care before actually going though the whole application process. The eligibility calculators are very convenient. It was easy to move around in tutorials. I really appreciate the navigability of the site. I realized I'd entered something wrong five pages previous, and I feared I'd have to re-enter everything in between, but there was a beautifully handy sidebar that allowed me to jump to and from the page I needed. The whole application was really well designed and accessible. I like that you help people out in life. 34

35 Washington Connection Online Customer Survey Responses to: What features can be improved on this website? 1/9/12-4/9/12 Have the ability to local office with questions. Add phone numbers to every page; add FAX number. Add chat online to get answers. Some clients want to apply for a specific program only (e.g., food, medical, or cash) and do not want to go through the entire application questions. Application is too long; need unknown in addition to Yes/No questions and room to explain. Need to know the estimated date as to when the person may expect the next step and what the next step is. Use information in application to notify clients of programs that they may qualify for. Offer mid-certification reviews. List county-specific resources such as energy assistance. Need information about state disability insurance program in addition to the federal SSI program. Provide link to informational chart with household member income and guidelines for individuals to assess eligibility. Add policy, program and budget updates. Add more eligibility information. Add pre-application screen that can accept financial data and produce a useful answer to possible financial qualifications for Medicaid (nursing home) benefits. 35