Project #3: Department of Social and Health Services (DSHS)
Every month, the Department of Social and Health Services Automated Client Eligibility System (ACES) mails more than 350,000 letters to Washington citizens and families who receive cash, food, medical, and long-term care benefits
The Plain Talk in ACES Letters project (a 2007 Plain Talk Governor’s Award Winner) intends to make its form letter messages more straightforward and easier to read, with fewer system errors and wasted enclosures.
About the project
Project lead Alice Adams says they want to eliminate customer confusion by being able, for the first time, to tell customers about all of their various DSHS benefits in a single letter. Currently, customers receive a separate letter for each program.
When DSHS completes this project, customers will receive:
- A single letter when DSHS makes a decision that affects their benefits, rather than individual letters from all the various programs such as Temporary Assistance for Needy Families (TANF), Basic Food, or medical.
- Letters written in plain language, designed for easy reading, and containing only the information most important to the customer.
When DSHS completes this project, customers won’t receive:
- Letters when a change in circumstance doesn’t change benefits.
- Enclosures, brochures or forms the agency already sent.
Also, there should be a reduction in the number of system problems related to letters.
How they will measure
When the project began, the DSHS Plain Talk team established a number of baselines, which they will use to monitor the effect of the new letters. From the baseline numbers, they expect to see:
- A drop in unnecessary or repeat letters, reducing the overall volume of letters sent.
- Fewer reports of errors in letters caused by system problems, such as incorrect dates, certification periods, benefit amounts or client names.
- Fewer phone calls from confused clients.
- Fewer benefit terminations caused by recipients misunderstanding instructions or deadlines.
- Fewer missed appointments with DSHS benefits staff.
Learn more...
Project Lead
360-725-4651