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Massachusetts Department of Transition Assistance (MDTA)

ACG along with our partner, Waterfield, designed, developed, implemented, tested, and provided post implementation maintenance support for a new, hosted Interactive Voice Response (IVR) system for the Commonwealth of Massachusetts Department of Transitional Assistance (DTA). The IVR solution was designed to meet DTA�s initial requirements for self-service by its existing benefit recipients and for future recipients.

The IVR was implemented with the following high-level design and functionality:

  • Callers requiring authentication to access existing case file information will:
    • Enter SSN
    • Enter one additional identifier (e.g. DOB, phone number, etc.)
  • Authentication will be required of callers for all IVR options which access case file information
    • There will be no PINs required or maintained
  • Provide an option for DTA to record a temporary advisory or emergency message on an on-demand basis to be played at the top of the IVR menu after the general greeting.
  • All options and menus will be provided in English and Spanish
  • Lookup of recipient�s suggested local office by zip code or by designated office in existing case file
    • Information to be provided: office hours, address, phone number and fax number
    • Lookup of existing recipient�s case worker from case file
    • Information to be provided: case worker name and case worker phone number as read from the My Accounts screen.
    • Option to transfer caller to appropriate office or case worker directly based on phone number as read from My Accounts screen (office or worker transfer is TBD)
  • Lookup of existing recipient�s case information from case file
    • Information will only be provided for head of household and that recipients benefits only
    • Information provided will include the benefit received, amount of benefit, date of issue of benefit and next recertification date for benefit
    • If case has been closed or benefit has been denied provide caller with general information message and offer option to transfer to a customer service representative for more detail.
  • Caller requesting EBT card information will be provided with general information / instructions for replacing a card and the phone number to dial for EBT card balance, details and other related information.
  • Provide future recipients with option to hear an explanation of benefits and instructions for how to apply and ability to request application form by leaving a voice message on a DTA provided voicemail extension with their mailing details.
  • Provide existing recipients, upon authentication, with option to request an Income Verification Form which DTA will then send to the recipient�s address of record.
  • Income Verification Forms requests will be temporarily stored in a data file containing the callers account identifier and address information as found on the My Account screen. This data extract file will be transferred to DTA electronically on a nightly basis. File format and transfer procedures will be finalized during the requirements and design JADs.

Key Solutions and Services

  • The IVR was implemented with the following select high-level design and functionality features:
    • Authenticated callers can obtain benefits summary, EBT card balance and recent transactions, report change of information, request income verification letters, obtain caseworker and local office contact information, upcoming appointment reminders, and audio signature
    • Mobile application mirrors IVR functionality plus viewing of alerts and notices and documents submission
    • Additional functionality includes visual IVR/SMS, outbound voice and SMS proactive notifactions/reminders, courtesy callback, and screen pop of case to agent

Outcome and Results

  • Improve customer satisfaction, increase processing timeliness, worker efficiency (IVR providing information case workers freed up to focus on processing)
  • Massachusetts in on a next-gen cloud-based model for SNAP self-service
  • Massachusetts is a leader in this HHS technology space