Part of CompTIA’s monthly Human Services IT Advisory Group (HSITAG) meeting strategy is to co-locate with popular industry conferences in order to draw speakers that are not easily accessible. Fortunately, that is just what happened this week when HSITAG hosted Pankaj Bhanot, Director of the Hawaii Department of Human Services and Adam Dondro, Agency Information Officer for the California Health & Human Services Agency.
Director Bhanot is a lifelong public servant and fully admitted that he is not a technologist by trade. Despite that, he has managed the Hawaii Department of Human Services through a digital transformation during a huge economic downturn. After cutting the workforce by 50% and facing timely issuance of benefits only 29% of the time, Hawaii was placed under a court mandate to improve. In addition, Hawaii faces unique workforce and logistical challenges because of being a remote island state.
Instead of jumping where many do to new technology, Bhanot started by transforming processes without new investment. Bhanot made the realization that if you automate something that isn’t working, it will still lead to a failed system. Reforming and improving the process was a success thanks to a lot of change management and a strategy that examined the best performers and the worst performers in order to learn lessons and practices from both.
Standardization across regional offices was turned from non-existent to the daily practice and process of reengineering which embraced the role of managers and strong regional direction. Without minimal investment in technology, rates went from 29% on time issuance of SNAP benefits to 97% on time issuance, exceeding the federal standard of 95%. Those rates are expected to maintain and improve with the additions of new technology including electronic case management and document management systems.
On the horizon for Hawaii is a modernized eligibility system, child welfare information system, benefit eligibility system and a child welfare system that will aim to maintain and improve on the aloha spirit and culture where a resident’s right to public assistance is written into the state constitution.
Jennifer Saha is the National Director, Public Sector Councils at CompTIA
