The agency transformation process modernizes your child care agency’s approach to implementing a new licensing system with regulatory software. The transformation involves your agency moving through different levels of growth and development towards an optimal agency; the process of transformation enables your agency to better run, grow and adapt. And because your external environment always brings changes, agency transformation involves a continual evaluation of your system.
Agency transformation starts with your agency establishing the mission and vision for your agency. You also identify key stakeholders and gather feedback from your child care licensees. As you move through different phases of development, you gradually re-engineer your business processes—while supporting your agency’s workflow.
Your child care agency standardizes processes with technical assistance, promotes online self-service and embraces digital communication. Eventually, you move towards a model agency where your agency focuses on gathering and analyzing complex data and measuring performance on a regular basis.
Agency transformation gives your agency a pathway to:
- Make changes gradually—or dynamically.
- Re-engineer business processes.
- Track predefined milestones.
- Alleviate financial and staffing impacts.
- Make big process changes with a plan.
- Set a goal.
Why Choose Agency Transformation?
Agency Transformation gives your agency a format for how to approach modernization. COVID highlighted the growing gap between the public’s regulatory needs and government service delivery. The pandemic also disrupted state agency office-bound, tenured-centered workplaces. The technology and experience to solve these problems exists today. Your agency needs a strategic approach to transform employee engagement, public safety and licensee satisfaction.
In Capacity Building, phase 1 of the agency transformation process, your child care agency establishes clear objectives, along with a mission to guide operations. You also evaluate your agency’s leadership capacity and staff performance. And you pinpoint your key project stakeholders.
Internal and external surveys during this phase give you valuable feedback from your frontline staff and licensees.
When you finish building capacity, your child care agency benefits from:
- A feasible, high-level plan to standardize your processes
- Staff to meet your agency’s transformation needs
- A plan, timeline and costs to achieve transformation
- Feedback from internal and external surveys to guide transformation efforts
In Process Standardization, phase 2, your child care agency defines and standardizes your processes. Consistent processes for your staff help your agency measure performance, improve continuously and build online services. In addition, these standardized processes ensure your agency adheres to the law.
Ways to standardize your processes:
Process guides lead your child care agency through your business processes—one step at a time. These online guides keep track of your progress in a business process, even marking where staff leave off. These guides ensure that your staff finish each step in the process, improving efficiency and accuracy.
Process Guide Example
- Segments: Process guides break down the process, even indicating how to complete a process with exceptions, like a child care license application with missing documentation; the process guides lead your staff down the “happy” or normal path, but also down the path of exceptions. Segments enable your team members to see only their repetitive steps within a process.
- Interactive: Your staff interacts with the steps in a business process guide; steps sometimes include links, for example, to a specific screen for entering information.
- Regulations: Process guides help point your staff to internal resources and documents that relate to regulations.
- Updates: Use the guides as a checklist for your agency’s management, flagging those items that need a manager’s attention. Green check marks let staff see those checked off items in the business process.
Interfaces to and from third-party applications support data exchange between your agency and third parties. Seamlessly exchange data for online payments, criminal record checks, information updates and exam scheduling. Interface with other applications with a documented API.
- State criminal data repositories
- Payment processors
- Continuing education administrators
Ad hoc Reporting
Ad hoc reporting enables you to report on anything you enter into your regulatory software system. Create a report on the spot for Freedom of Information Act requests, for example. Then save that ad hoc report for others to use.
In phase 3 of the agency transformation process, Customer Service, your agency moves all child care licensing processes online. You transition to a modern, paperless office, offering 24×7 agency service availability.
By making the shift to online services you seamlessly support your child care licensees virtually. And by moving to online services, you also help support your staff to work virtually—and in multiple locations.
Your customer service enhancements include online self-service portals for applications, permits and licenses—and for the easy upload of corrective action plans (CAPs) and required documentation. Your agency benefits from improved accuracy and completeness of the child care license applications and renewals processed. The citizen portal also enables licensees to easily update their information, such as a change of address.
Customer portals help support the following processes:
Along with processing child care licenses and renewals, your online system integrates with third parties to facilitate credential management. For example, when your agency needs to run a background check for a potential licensee, you integrate seamlessly with third-party providers, like state and federal databases.
Examples of third-party integrations include:
- Payment processors
- Background checks
- Fingerprinting services
In phase 4 of the agency transformation process, Integrated Service embraces digital functionality and communication. Your agency’s online customer portal provides an avenue for two-way communication between your staff and your customers. Your in-the-field surveys and child care facility inspections support working offline, with information uploaded later when you go online.
Child care cases involve a lot of back-and-forth communication between your agency and providers. Workflow management supports that flow of work, routing work efficiently. Configure your system to automate every step in your workflow process, from reviewing new child care applications to approving child care licenses, along with licensing requirements tracking, generating notices and managing and tracking complaints.
Work queues support the communication of all team members. With workflow management, work gets assigned to team members; when staff view their work queue, they see their assignments, along with due dates. When needed, managers add and assign new work items.
Document management capabilities enable your staff to capture, manage and share documents electronically. With document management, upload any type of document and store the document with a record, including original child care license applications, correspondence and supporting documentation, like photos or videos. Your agency saves money and time, freeing up important resources to better serve the well-being of children.
Within a document management system, documents can be manually or automatically uploaded to a document queue. The queue enables your agency to view those documents and then store them with the associated record.
The child care provider portal gives your providers a one-stop shop to interact with your agency—from asking questions, to applying for exceptions and renewals.
- Two-way communication: The provider portal supports a flow of questions and answers between your agency and your providers.
- Provider updates: The portal enables your providers to update their information, like address, staff and location changes—without needing the help of your staff.
- Text alerts: Licensees receive text alerts regarding their application status, prompting them to act, if needed.
- Virtual wallet: Licensees receive a digital license to conveniently store in their mobile digital wallet.
Your agency knows the importance of storing the emails to and from providers; email management makes the process simple, automatically tracking and storing email with the licensee’s information. Document retention helps meet your department’s document retention mandates.
In phase 5, Model Agency, your agency offers a model for others to emulate on their path to modernization. Your agency adds tools that measure performance, resolve and implement process improvements, and demonstrate value to stakeholders.
Adding this analytics layer to your child care system gives your agency automatic data collection and insights. Other advanced functions like batch processing come online and continue improving during this phase.
Your agency’s performance center includes the following tools:
Your agency now tracks key performance indicators; these include tracking cases, like death, child abuse and serious injuries. You measure the time to process an application—along with other bottlenecks in your agency’s business processes. The analytics drive your agency towards continuous improvement.
With the scarcity of child care programs, complex reporting helps your agency understand where you need support. View a report related to bed availability, for example, to quickly connect individuals to available child care providers.
Configurable licensing systems enable your child care agency to adapt to ever changing needs and workflows brought on by legislative changes and safety standards.
Key Performance Indicators
Key Performance Indicator reports give you a snapshot of the performance of your agency’s staff and processes. When integrated with Business Intelligence reporting the KPI data appears in a visually rich way; drill into the data to track and improve upon indicators, like business process duration, project deadlines and staff productivity.
Use the following key performance indicator reports to gain insight into your processes and better protect the lives of children.
- Application processing time
- Renewals submitted
- Caseload analysis
- Services by geography
- Count of providers
- Count of services
- Complaint status
- Death and serious injuries