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STARTING STRONG FOR COMMUNITY
HEALTH! WEBINAR
Changes to the State’s Application for Benefits Eligibility
(ABE): What’s new and what’s still to come
Presented by HFS
April 9, 2015
Up Updates
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Check Help Hub announcements for
latest enrollment and policy
information, particularly related to
Special Enrollment Periods
Mark your calendar for June 4th–
Upcoming Starting Strong Webinar in
partnership with Age Options related
to new Tool Kit on Coverage
Transitions
helphub.illinoishealth
matters.org/
QUESTIONS?
ASK QUESTIONS USING THE CHAT BOX FEATURE
v 
v 
v 
We will answer as many questions during the
webinar as possible.
All questions and comments received will be shared
with HFS. We will follow up with a written answer
for each question we were unable to address during
the program.
A recorded copy of the webinar, as well as a Q&A
transcript from the webinar, will be posted on
EverThrive IL’s website in the coming days:
http://everthriveil.org/resources/starting-strongwebinars
For questions related to this and other
Starting Strong webinars:
[email protected]
Today’s Presenters:
• Alicia Siani, Coordinator, Health Reform Initiative,
EverThrive IL
• Lauren Polite, Illinois Department of Healthcare and Family
Services (HFS)
• Sean Mullins, Deloitte Consulting
Webinar: Updates to ABE &
New Functionality Coming this Fall
Hosted by Everthrive
Presented by HFS
April 9, 2015
Agenda
Topic
Time
October 2013 to Now
5 min
In Process - ABE Usability
20 min
Fall 2015 “Phase 2” – Manage My Case
15 min
Fall 2015 “Phase 2” – Appeals Management
Questions
6
State of Illinois Integrated Eligibility System Implementation Project
5 min
15 min
Remember October 2013?
IES Overview
Accomplishments to Date (Phase 1)
Background and Goal
•  The Affordable Care Act (ACA)
incentivized states to make changes to
their health programs by 10/1/13.
•  In 2012, the State of Illinois contracted
with Deloitte to implement the Illinois
Integrated Eligibility System (IES – case
worker portal) and Application for
Benefits Eligibility portal (ABE - public
portal).
•  IES is based on a transfer from the
State of Michigan and replaces 5
different legacy systems, each over 30
years old.
•  The program encompasses bureaus in
both the Departments of Health &
Family Services and Human Services.
8
State of Illinois Integrated Eligibility System Implementation Project
•  IES successfully went live with intake functionality to all
82 DHS and HFS offices (~2,700 staff) on October 1,
2013. ABE also successfully went live October 1, 2013,
allowing individuals, providers and community partners
to use the portal to apply for benefits online.
Online Application Statistics
•  To date, 1.5M citizens have applied through ABE.
•  The percentage of applications received electronically
continues to increase. In November 2014, 62% of
applications were received online, saving caseworkers
thousands of hours and allowing Illinois to process
increased volume of applications.
•  80K applications have been received from the Federal
exchange since Open Enrollment started in November
2014.
Daily Benefits for DHS/HFS Staff
•  IES and ABE are reducing manual and paper based
processes, increasing productivity, and enhancing
program integrity.
•  User-friendly design captures more data to improve
accuracy and timeliness of eligibility determinations.
Application Counts (Since 10/1/2013)
Applications by Source
FFM
15%
IES
36%
ABE
49%
ABE
IES
FFM
Total Applications
Received: 1,852,000,
64% of which were
received
electronically
Applications by Program
Cash
7%
SNAP
31% Medical
62%
9
State of Illinois Integrated Eligibility System Implementation Project
Medical
SNAP
Cash
ABE Usability Project
ABE Usability – Project Background
Prior to the ABE go-live, web usability specialists conducted an eight week analysis of user
preferences for an online application:
•  The Usability Survey collected viewpoints from 818 total respondents, consisting of:
o  146 Constituents
o  569 Providers
o  103 Other Users
•  Interviews with State caseworkers collected usability viewpoints of the existing systems
and processes
•  Market research of other websites was performed in order to collect best practices
The assessment produced a list of potential changes to elevate the ABE usability
experience
11 State of Illinois Integrated Eligibility System Implementation Project
ABE Usability – Project Background
Recommendation outputs from the Usability Study were organized into six themes:
Theme
Make it Easy
Description
Improve site navigation, page flow, and readability.
Make it
Relevant
Personalize site to customer needs, educate customers on
their unique situations. Analyze customer patterns to provide
relevant help or enhancements.
Value
My Time
Decrease speed to application submission. Proactively
engage customers and respond to customer needs.
Lower Customer
Effort
Provide one-stop-shop, reduce paperwork, and provide
comprehensive customer support.
No Wrong Door
Provide seamless experience between channels.
Demonstrate
the State Cares
Establish State as a Trustworthy Partner, and continuously
improve site based on feedback.
12 State of Illinois Integrated Eligibility System Implementation Project
Key Usability Features
Today, we want to highlight key ABE Usability features that
have been or are in the process of being rolled out:
•  Improved Readability
•  New “What’s Next” Checklist
•  Hover Help
•  Gatepost Questions
•  Household Section Changes
13 State of Illinois Integrated Eligibility System Implementation Project
An Example of Improved Readability
Previous Page
Simpler page reduces user
fatigue, contributing to
more complete
applications submitted
through ABE channel
Enhanced Page
Complex pages distilled
down to key, actionable
information for user
Lowered grade reading
level allows more users to
understand the page
Users can view benefit
details
14 State of Illinois Integrated Eligibility System Implementation Project
What’s Next Instructions
A new form, available on the Thank You Submission page guides applicants on the
processes between application submission and certification
Checklist Includes:
•  Instruction to look for mail / be
available for interview
•  What to expect if approved
‒  Ex. Information about Link Card
•  What to do if denied
‒  Ex. What to do if denied due to
not providing documents
•  How to manage your benefits
‒  Ex. how to change address
15 State of Illinois Integrated Eligibility System Implementation Project
ABE Hover Help
Tell me more
The Usability team implemented hover help
to provide definitions, supplementary
instructions, and explanations to sensitive
questions.
60%
Percent of applicants who have already
used new Hover Help at least once
8.4 second average
interaction time
demonstrates users
engaging with component
16 State of Illinois Integrated Eligibility System Implementation Project
<3%
Applicants use
“Help” text button
High complexity
terms show even
higher user
engagement
ABE Hover Help
There are 2 different types of Hover Help
Informative text explains why we
ask for potentially sensitive
information
Tell us if anyone is pregnant.
Instructional test helps users
answer complex questions
How much child support do you
pay each month on average?.
Why do we ask
Tell me more
Pregnant women can have more
income and still get benefits.
To estimate a monthly payment,
think about how much you sent over
the last 3 months and divide that
number by 3. For example, if you
sent $150 over the past 3 months,
the estimate is $50 per month.
7 second average
13 second
interaction time
average interaction
time
17 State of Illinois Integrated Eligibility System Implementation Project
Gatepost Questions
Gatepost questions reformat questions without the icons, shorten the
page visual, and eliminate the need to answer questions not relevant to
the person. Clicking “Yes” would dynamically load people icons to select,
or trigger additional questions to gather more information.
Default View
18 State of Illinois Integrated Eligibility System Implementation Project
Gatepost Questions
Gatepost questions reformat questions without the icons and group like
questions together.
Clicking “Yes” would dynamically load people icons.
Expanded View
19 State of Illinois Integrated Eligibility System Implementation Project
Household Section Changes
Household Member Navigation
Reported Issue
Users / Navigators reported that it was difficult
to understand which Household member is
being addressed on the HH member page.
Solution
Improve the top section of the household
member page to include more context about
what household member is being addressed.
Accomplished by adding a tabbed interface.
Contextual understanding also improved by
adding a large display of the current applicant’s
name.
20 State of Illinois Integrated Eligibility System Implementation Project
Household Section Changes
Household Member Navigation
Change Details
1.  Add clear icons for each member in a
household that has been added.
2.  Highlight for whom information is
currently being filled out.
3.  Give an “inactive” look to members for
whom no data has been entered.
Results
The ability to switch more easily and clearly
between household members.
21 State of Illinois Integrated Eligibility System Implementation Project
1
2
3
Household Section Changes
Summary page
(ABHMS)
Reported Issue
Users reported difficulty understanding
and navigating the Household
summary page. They found the
inconsistent presentation of the
summary sections to be confusing.
Solution
Update the Household
summary screen to organize
information based on people
rather than by section.
22 State of Illinois Integrated Eligibility System Implementation Project
Household Section Changes
Summary Page (ABHMS)
Change Details
1
1.  Group information per household
member.
2
2.  Visually distinguish between sections by
putting the information in boxes and
clear titles for better scannability.
3.  Allow font color difference between
labels and values for better scannability.
3
4.  Clear action to “Edit” each section.
4
5.  Clear action to “Remove” a member.
Confirmation Test Results
Users and Navigators responded positively
to the changes.
5
23 State of Illinois Integrated Eligibility System Implementation Project
Coming this Fall…
ABE / IES Phase 2
ABE Phase 2 Go-Live
ABE Self-Service Benefit Management
Manage My Case
Am I Eligible
Screening
Apply for Benefits
Provider Portal
•  Report Births
•  Request Case
Access
25 State of Illinois Integrated Eligibility System Implementation Project
•  Renew My Benefits
•  Report My Changes
•  Check My benefits
File/Manage
Appeals
Function currently
available
Function available in
Phase 2
ABE Manage My Case: Landing Page
Smart alerts drive users to
take action on important
processes like
redeterminations
Customers have access to
new self service features
such as reporting changes
26 State of Illinois Integrated Eligibility System Implementation Project
ABE Manage My Case: Landing Page
Allow other adult members
on the case access to MMC
and allow third-party
providers access to limited
case information
Set communication
preferences including text
or e-mail alerts when new
notices are available
27 State of Illinois Integrated Eligibility System Implementation Project
ABE Manage My Case: Benefit Status
Benefit information is
available online, reducing
the need for users to call
and check the information
28 State of Illinois Integrated Eligibility System Implementation Project
ABE Manage My Case: Benefit Details
View past and future
benefit amounts, who is on
the case, when
redeterminations or other
actions are due
Click here to view benefit
calculation details
29 State of Illinois Integrated Eligibility System Implementation Project
ABE Manage My Case: View Notices & App/Rede/Change Status
View 12 months of notices
and the status of
submitted applications,
changes or
redeterminations, also
withdraw an application
30 State of Illinois Integrated Eligibility System Implementation Project
ABE Manage My Case: Appointments & Verifications
View upcoming
appointments and
reschedule, if necessary
See what verifications are
needed and submit them
directly, also view
document upload history
31 State of Illinois Integrated Eligibility System Implementation Project
ABE Manage My Case: Report Changes
Customers choose the
change being reported and
then enter details about
what is changing
32 State of Illinois Integrated Eligibility System Implementation Project
Other Key Phase 2 Scope Highlights: Correspondence
Phase 2 supports notice generation with barcoding for central printing and document tracking.
Additionally, electronic correspondence and alerts reduces paper and costs.
USPS Intelligent Mail
Barcode allows for
automated central
printing and mailing
of correspondence
Barcode helps
organize, track and
manage documents
sent to customers
and returned to the
agency
33 State of Illinois Integrated Eligibility System Implementation Project
From: [email protected]
Sent: Thursday, August 07, 2014
To: [email protected]
Subject: ABE: New notice is
available in your account!
An important notice is available in
your ABE account. Please log in to
your account at abe.illinois.gov..
Electronic
alerts are
available in
both e-mail
and text.
A new notice
is available in
your ABE
account.
Please log
into your
account to
view your
notice. DO
NOT REPLY.
More Phase 2:
Appeals Management
Phase 2 Scope Highlights: Appeals Management
Functionality
Appeal Intake
Description
IES and ABE can receive filings for all programs supported by the state of Illinois,
including Child Care and Child Support (i.e. not just those for which IES determines
eligibility).
Customers can submit appeal filings through ABE, IES (with the help of a department
representative), Interactive Voice Response (IVR), or scan/fax/email. The filings are
then routed to IES for Bureau of Administrative Hearings (BAH) Staff and other
department representatives for processing.
Appeals back office
functions
Appeals Management provides the following back office functions:
•  Auto-scheduling is used to manage appeals hearings
•  Correspondence and reports are created to address policy and management
requirements
•  Integration with content manager allows linking of appeals documents (ex.
Decisions and Exhibits of Appeal), which reduces the number of duplicate
documents stored and allows staff access to comprehensive view of an appeal
•  Department Representative are sent an email / notification when an appeal they
are associated to has new notices, alerting them to check IES for
correspondences sent to the print center.
Conversion
The project retires a legacy system, converting 20+ years of operational appeals data
into IES.
35 State of Illinois Integrated Eligibility System Implementation Project
Key Phase 2 Scope Highlights: Appeals Homepage in ABE
Customers can file
appeals directly from this
site.
Additionally, customers
can link Appeals
information with their
ABE user IDs. This
increases customer
engagement with the
ABE portal, encouraging
them to take advantage
of self-service options
and improve their
interaction with the State
36 State of Illinois Integrated Eligibility System Implementation Project
QUESTIONS?
ASK QUESTIONS USING THE CHAT BOX FEATURE
v 
v 
v 
We will answer as many questions during the
webinar as possible.
All questions and comments received will be shared
with HFS. We will follow up with a written answer
for each question we were unable to address during
the program.
A recorded copy of the webinar, as well as a Q&A
Transcript from the webinar, will be posted on
EverThrive IL’s website in the coming days:
http://everthriveil.org/resources/starting-strongwebinars
For questions related to this and
other Starting Strong webinars:
[email protected]