Can meeting Affordable Care Act mandates open the door to public service delivery transformation? It did for the commonwealth of Kentucky. Kentucky decided to make the most of the opportunity and resources around ACA to rapidly implement a state-based exchange and, in parallel, transform its state Medicaid/CHIP offices.
The end goal? Offer affordable insurance for citizens and improved access to benefit programs across Kentucky.
The organization piloted its integrated service delivery approach first before rolling it out across Kentucky. Through ongoing status calls and meetings, leadership fielded complaints and also cheered on staff. Now, caseworkers have better work/life balance, and customers are happier because they are waiting less, and getting benefits faster. One field supervisor said, “Staff has really embraced the change, they make suggestions for improvements and it has made the transition more manageable.”