The New Hampshire Department of Health and Human Services (DHHS) is working on a Process Improvement project that is carefully looking at the Department's "Front Door." 

Process Improvement is an ambitious task.  Process Improvement refers to reviewing, analyzing and improving the way things work now in order to meet new goals and objectives.  Improvements to the way clients access our Front Door are needed in order to meet the challenges we are currently facing.  Some of those challenges include:

• Meeting the needs of clients with more diverse needs
• Need to update technology (computers, systems) is ongoing and expensive
• Limitations on resources, including limitations on staff and office space
• Rising expenses, including rising fuel, energy and transportation costs

The Front Door is the focus of the project.  The Front Door refers to the various ways a person contacts DHHS to apply for or receive benefits, services or information.  The Front Door involves the people who have contact with clients and the forms that they must fill out and other parts of the assistance and application process.  The focus of the project will be on District Offices and on the Division of Family Assistance (DFA) assistance programs that people can apply for.  The list of programs included in the project includes TANF, Food Stamps, Medicaid programs and Healthy Kids, as well as many others.   Review will include the client application process and eligibility determinations, including but not limited to those that occur through hospitals, nursing homes, mental health centers and area agencies.

Project Direction The project is overseen by the Office of Improvement, Integrity and Information under the leadership of Linda Paquette, Project Director.  The Project Team includes a handful of DHHS staff called the "Core Team."  The Core Team is currently gathering information and input from staff and providers about how people apply for and receive benefits and assistance today.  The project will be conducted in several phases.  After the current system is reviewed, the next step will be to design and make recommendations for improving the Front Door.  

Goals and Objectives Several goals have been identified, the following is a sampling:

• Identify ways to make applications shorter and/or easier to understand and complete
• Identify ways to make it easier to file an application 
• Identify ways to reduce delays 
• Identify places where the same information is collected more than once and find ways to reduce the need to collect that information more than once

Feedback and Follow-up The Project Team will be seeking input from DHHS staff, clients, community partners and stakeholders with their thoughts and ideas.  The team is eager to share information and updates.  If you would like to request more information or receive updated information, please contact Laura Collins, Project Manager at 603-271-8339 or Laura.K.Collins@dhhs.state.nh.us.