In-Home Supportive Services Document Imaging Project

About the Program

Category: Information Technology (Best in Category)

Year: 2016

In-Home Supportive Services (IHSS) is a program administered by the Department of Public Social Services (DPSS) that provides support to low-income elderly, blind, and disabled people so they can remain safely in their own homes. IHSS traditionally has maintained paper recipient cases and provider folders. Retrieving and storing paper records has been inefficient and costly, with adverse consequences for customer service. Since IHSS recipients are generally house-bound, social workers had to carry unwieldy documents from home to home, raising the possibility of injury or loss. As the demand for IHSS services grew, social workers needed to become increasingly efficient and mobile. This required the ability to access cases electronically. In June 2015, DPSS Information Technology Division (ITD) developed a web application and scanning software to allow IHSS cases to be converted into electronic images. Using the new software, staff could store documents electronically, and social workers could search and view them from a laptop or workstation. Instant remote access to case documents has alleviated cost and service efficiency concerns related to paper storage, enabled greater mobility for social workers, improved document security, and increased customer service.