About Client
Established in 1972, the Arizona Department of Economic Security works with families, community organizations, advocates, and state and federal partners to ensure a collective vision that every child, adult, and family in Arizona will be safe and economically secure. Headquartered in Phoenix, the agency, which helps approximately 3 million people annually, is dedicated to caring for the vulnerable and helping Arizonans reach their potential through temporary assistance for those in need.
The Challenge
More than 8,000 team members at the Arizona Department of Economic Security (DES) work each day to provide support to those who seek human services. With seven main business divisions ranging from Child Support Services to Aging and Adult Services, the agency offers more than 40 different programs and services to address the social and economic needs of its citizens.
Several years ago, a federal government shutdown impacted government agencies across the country including the DES Division of Benefit and Medicare Eligibility (DBME) and the Division of Developmental Disabilities (DDD). DBME provides social services to low income families, including medical benefits, cash assistance, and food stamps, and DDD provides services that help those with developmental disabilities live more independently in their community.
Due to the shutdown, it was critical for both divisions to inform their approximately 1.2 million clients their benefits would be impacted. A third-party email-marketing automation provider was brought on board as a messaging tool that would allow DES to regularly communicate updates and changes as required throughout the year. However, the agency ran into an obstacle, as the platform would only allow a maximum of 500 contacts at a time to be uploaded, which was extremely impractical and evident that a more robust solution was required.
The Situation
Need to migrate from outdated systems to elevate care standards and streamline processes
With an aim to drive better experiences for its patients and physicians, TeamHealth wanted to modernise its technology infrastructure to:
- Need for an efficient data warehousing platform acting a single source of Truth for all data need
- Integrate with other providers to facilitate analytical data-driven insights with best practice and support to assist end-users
- Provide common data to underpin analytics and crucial strategic initiatives such as A&E Dashboard, Model Hospital and Patient Level Costing
- Support and maintain the hybrid architecture which combines on-premise infrastructure with Azure cloud services
- Need for an efficient data warehousing platform acting a single source of Truth for all data need
- Integrate with other providers to facilitate analytical data-driven insights with best practice and support to assist end-users
- Provide common data to underpin analytics and crucial strategic initiatives such as A&E Dashboard, Model Hospital and Patient Level Costing
- Support and maintain the hybrid architecture which combines on-premise infrastructure with Azure cloud services
The Solution
In the summer of 2019, DBME, the larger of the seven divisions, approached Kuldeep Singh, Solution Architecture Manager, in the DES Division of Technology Services, for assistance. “We met with both DBME and DDD to understand their pain points, communication frequency, volume needs, and to gather business intelligence,” said Singh. “We then began the process of evaluating different products that would fit those requirements, ultimately choosing the Salesforce Marketing Cloud.”
The next step was to find a vendor that could assist with the implementation of Marketing Cloud. After reviewing several companies, the agency chose MST Solutions (MST), an award-winning provider of Salesforce and marketing automation consulting located in Phoenix. “We were really impressed with MST’s knowledge and flexibility. We wanted to work with them because they are a preferred Salesforce partner, specialized in marketing automation, and had experience working with state agencies. The fact that they were a local company was a key advantage.”
Value Created
- Centralized, cloud-based SMS, and email notification processes
- Improved end-user experience
- Each division can manage its own campaigns and contacts
- Real-time visibility into communication channels with Arizona citizens and DES employees
The Solution
In the summer of 2019, DBME, the larger of the seven divisions, approached Kuldeep Singh, Solution Architecture Manager, in the DES Division of Technology Services, for assistance. “We met with both DBME and DDD to understand their pain points, communication frequency, volume needs, and to gather business intelligence,” said Singh. “We then began the process of evaluating different products that would fit those requirements, ultimately choosing the Salesforce Marketing Cloud.”
The next step was to find a vendor that could assist with the implementation of Marketing Cloud. After reviewing several companies, the agency chose MST Solutions (MST), an award-winning provider of Salesforce and marketing automation consulting located in Phoenix. “We were really impressed with MST’s knowledge and flexibility. We wanted to work with them because they are a preferred Salesforce partner, specialized in marketing automation, and had experience working with state agencies. The fact that they were a local company was a key advantage.”
Value Created
- Centralized, cloud-based SMS, and email notification processes
- Improved end-user experience
- Each division can manage its own campaigns and contacts
- Real-time visibility into communication channels with Arizona citizens and DES employees
MST is an outstanding consultancy – quick to learn our business, strong discovery and implementation skills. The company set the bar for service delivery. It was refreshing to work with a highly invested partner.
– Lauren Wright
Director of Quality Improvement Arizona Commerce Authority
MST is an outstanding consultancy – quick to learn our business, strong discovery and implementation skills. The company set the bar for service delivery. It was refreshing to work with a highly invested partner.
– Lauren Wright
Director of Quality Improvement Arizona Commerce Authority
Scalable, Enterprise-Level Solution Reduces Human Intervention
DES needed an enterprise-level solution that was robust, scalable, and could trigger timely notifications via email, SMS, and voice, and Salesforce Marketing Cloud offered that capability and much more. “We wanted to schedule campaigns with limited human intervention,” explained Singh. “It was important that each division have insights into the success rates of their messaging and email and phone number validation, as well as advanced reporting capabilities.”
The DES Division of Technology Services is always looking for scalability and repeatable processes. “This is one of the building blocks in terms of solutioning a business problem,” noted Singh. “By having an enterprise solution, we don’t have to reinvent the wheel when we face a similar business problem. The advantages are numerous: we can reduce the time needed to support our divisions, accomplish more in terms of innovation, find new solutions, and solve other business problems.”
Prior to Marketing Cloud, the content approval process was onerous. Messages were manually sent for review and would touch many hands before they were approved, a process that consumed a lot of time and resources. Once approved, they would be scheduled on the limited features of the third-party platform.
With Marketing Cloud, the process is automated with predefined workflows that simplify the entire process. Data is exported from the DES mainframe and uploaded into Salesforce. Content approvals are seamless and can be reviewed by management and executed by system administrators. Messages and notifications are scheduled and/or sent on demand without running into time-consuming roadblocks.
Digital Transformation Drives Business Value
As a result, approximately thirty unique application types were digitized to a branded web portal with a modern customer-centric look and feel. Aside from land and lease application processing built on Salesforce Service Cloud and Communities, the cloud solution included integration to the legacy ERP, document management system, and several custom apps that provide project tracking for the commissioner’s office and the Real Estate and Trespass divisions.
Business value was delivered throughout-from workflow processing, document digitization and migration, integrations for online fee payment systems, and organizational change management. A community portal was created to help citizens submit and check the status of electronic applications along with an online payment system for application fees. Other benefits and accomplishments included:
DES needed an enterprise-level solution that was robust, scalable, and could trigger timely notifications via email, SMS, and voice, and Salesforce Marketing Cloud offered that capability and much more. “We wanted to schedule campaigns with limited human intervention,” explained Singh. “It was important that each division have insights into the success rates of their messaging and email and phone number validation, as well as advanced reporting capabilities.”
The DES Division of Technology Services is always looking for scalability and repeatable processes. “This is one of the building blocks in terms of solutioning a business problem,” noted Singh. “By having an enterprise solution, we don’t have to reinvent the wheel when we face a similar business problem. The advantages are numerous: we can reduce the time needed to support our divisions, accomplish more in terms of innovation, find new solutions, and solve other business problems.”
Prior to Marketing Cloud, the content approval process was onerous. Messages were manually sent for review and would touch many hands before they were approved, a process that consumed a lot of time and resources. Once approved, they would be scheduled on the limited features of the third-party platform.
With Marketing Cloud, the process is automated with predefined workflows that simplify the entire process. Data is exported from the DES mainframe and uploaded into Salesforce. Content approvals are seamless and can be reviewed by management and executed by system administrators. Messages and notifications are scheduled and/or sent on demand without running into time-consuming roadblocks.
“We can now deliver value as fast as the business needs it. As a result of the continuous improvement steps, we have really leaned into transitioning existing processes into Salesforce,” said Spratling. “Salesforce really shines when it comes to adding bells and whistles. Just a few examples include help desk tickets, purchase orders, and billing.”
The project, which was completed in several phases, helped ASLD optimize and strengthen their service delivery capabilities on one of their core processes that directly supports their mission. The agency is better connected to their customers, which allows employees to more easily service and respond to customers’ needs. Since the launch of the system, paper applications have been reduced by 95% and end-user adoption rates have increased to 98%.
- Ensured a single version of the truth for improved operational and services insights
- Enabled real-time collections to run 10x faster
- Drove 90% faster response times for patient level and other reports
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