The two systems associated with this agreement are foundational systems for the operation of the eligibility and employment programs within the Yolo County Health and Human Services Agency (HHSA). They facilitate the case file management for over 50,000 Yolo County residents annually with the document imaging system. The lobby management and appointment management system facilitates all of our daily appointments. HHSA sees roughly 70 clients an hour across 4 different buildings and this system manages that flow.

HHSA is requesting a long extension to this contract for two reasons. The first is that HHSA has already made significant financial investments in this system and changing systems is not a financially prudent option. The second is that the Federal government has directed the State of California to merge its three existing Statewide Automated Welfare Systems (SAWS), including CalWIN, C-IV and Leader, into one Statewide system by 2023. This new system, called CalACES, will most likely contain some form of lobby management and document imaging functionality. We anticipate changing both the document imaging and lobby management systems over to this new system in 2023.
 
At the core of the Service Center operations, lobby management and customer appointment scheduling services provide critical services to all eligibility and employment programs. This includes 290 COMPASS Appointment system user licenses, COMPASS appointments, Kiosks, lobby and lobby queue system support.
 
The Affordable Care Act (ACA) has necessitated an increase in staff size, requiring additional licenses and accompanying maintenance costs.  This contract will provide the Service Center Branch of HHSA with 315 COMPASS Pilot user licenses, scanning stations, Task and Task Queues, and system support for staff to perform various duties in support of ACA implementation and case maintenance.
  
These services are already being utilized.  This is a renewal of our current contracts with Northwoods Consulting. 
  
The performance measures included in this agreement are as follows:

Program		Agency	Contact
Program Purpose	Provide Lobby Management and Customer Appointment Systems & Provide Document Imaging and Content Management Systems for Service Center Branch.
Program Information	Lobby management services and customer appointment system services.  Appointment System user licenses (Refer to Exhibit B).  Compass Appointments, Kiosks, Lobby and Lobby Queue system support.   Document imaging and content management system allows for imaging, storing and retrieving case file documents for all eligibility, employment and In-Home Support Services programs. COMPASS Pilot (Documents, People and Tasks) user licenses, scanning stations, Task and Task Queues, and system support (Refer to Exhibit B).
PM1: How much did we do?
1.1	COMPASS Appointment System user licenses; lobby kiosks, COMPASS appointment lobby support, support for COMPASS lobby queues (Refer to Exhibit B).
1.2	COMPASS Pilot (Documents, People and Tasks) user licenses; lobby kiosks, COMPASS appointment lobby support, support for COMPASS lobby queues (Refer to Exhibit B).
PM2: How well did we do it?
2.1	Lobby management and COMPASS Appointments reduce time spent manually tracking lobby traffic and customer appointments.
2.2	Document imaging and content management system eliminates the need for physical case files and reduces time spent manually filing, retrieving and assisting customers.
PM3: Is anyone better off?
3.1	Lobby management and COMPASS Appointments reduce duplicated effort from staff and makes customer processed more efficient.  Tracking customer wait times also improves the customer experience within the Service Center.
3.2	Document imaging and content management system improves efficiency in assisting customers and reduces duplicated effort from staff.  The Customer experience is improved because case documents and tasks are available electronically to eligibility and employment staff.