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SOG Travel Robotic Processing Automation Case Study
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Background
The Survey and Operations Group (SOG) at CMS consists of approximately 220 people, 80 of which are surveyors who conduct on-site surveys of facilities that receive Medicare and Medicaid reimbursements. These surveyors travel for 20 weeks (about 4 and a half months) per year and have overwhelming workloads due to the pandemic. Traveling is a pain point for numerous reasons:
- The surveyors often travel in large teams.
- They must transport a large amount of equipment, which cannot be stored in the facilities.
- As a workaround they leave equipment in their rental cars, but rental cars are not authorized if rideshare options are more cost=effective.
- Leaving equipment in economy-sized cars is also a security risk, compounded by the fact that surveyors often leave facilities late at night.
- This case study demonstrates the use of Robotic Process Automation, which is software that enables you to create your own digital robots (bots) to automate any business process
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Goals
SOG developed a taskforce to assess the surveyor’s pain point and leverage Robotic Process Automation to address:
- Elevating and resolving issues that deviate from travel policy prior to traveling.
- PHE (Public Health Emergency) has pinpointed specific issues such as using SUVs or standard size vehicles vs economy class to maintain safety and as recommended by CDC (Centers for Disease Control).
- Parking is not within the acceptable range.
- Lack of awareness of existing standard operations procedures and checklist to follow.
- Missing documentation when vouchers are submitted.
Stakeholders
- SOG Leadership
- Survey and Operations Group (SOG) Operations Team
- SOG Surveyors
- SOG Robotic Process Automation Taskforce
Approach
The SOG Taskforce team leveraged the CCSQ Human-Centered Design 6-step process to deliver Robotic Processing Automation solutions to the surveyors.
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1. Initiate
- It was determined that travel was a pain point for the surveyors.
2. Immerse
- Shadowed two surveyors as they booked their travel to understand their processes.
- Discussed issues with frequent audits, extra work to address and added stress
- Observed a tedious process to compare costs for use of rental cars, personal cars, and rideshares:
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3. Synthesize
- Identified pain points with audits and rental car justification.
4. Ideate
- Identified potential automation ideas:
- Verifying SUVs not ordered
- Verifying all attachments included
- Generation of rental car justification (. access to CMS systems not needed) - SELECTED
5. Prototype
- Surveyors were solicited to support user acceptance testing from each location.
- Enhancements made based on feedback include changes such as:
- Including tips in the rideshare costs
- Calculating and including gas costs for the rental car
- Adding the standard text for the COVID justification for the rental
Input to Bot
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Output from Bot
- Bot resolves addresses for airports, hotels, and facilities and using TaxiFareFinder identifies mileage and ride share options for each leg
- Least cost rideshare option is identified
- A summary table is created as well as PDF with screenshots for each leg, creating a complete file to submit with the travel request
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6. Implement
- The pilot started 3/11/22 with the surveyors who helped in the previous step.
- Feedback loop and backlog process has been defined and feedback will be actively solicited from the participants
- Additional surveyors will be added on a regular basis.
Results / Metrics
- Reduced process from 30-45 mins to 3-5 mins by leveraging Concur Pre-Authorization Itinerary and simple Excel template.
- System provides data for most cost-effective choices for traveling
- 800 hours (about 1 month) saved per year. The new system saves 30 min/trip, 20 trips/year, which equates to 10 hours saved per surveyor per year. SOG has 80 surveyors, which equates to 800 hours saved per year, or .4 SOG FTE savings per year.
- This does not include time spent reviewing and responding to audits which will result in additional savings for the surveyors, their managers, and SOG leadership.
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Next Steps for HQR
Thefunctionality is currently operational,and the teamis making enhancements based on end-user feedback.
The HCD Center of Excellence is Here to Help!
The HCD Center of Excellence is here to support you as you participate in the CCSQ-wide goal of increasing customer satisfaction research. We can partner with you through key tasks, such as:
- Establish and test a site intercept survey tool
- Determine questions for satisfaction, ease of use, and efficiency
- Define a statistically relevant sample for continuous data collection
- Resolve PRA coverage and Information Collection Request (ICR) for site intercept survey
- Complete and submit Third Party Website and Applications (TPWA) form for the site intercept tool
- Determine approach for survey display
- Establish a plan for leveraging ongoing customer data
Use the buttons below to email us or submit a project intake through Confluence and our team will follow up with you shortly. And learn more about the Customer Service Initiative>>
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While customer satisfaction as an idea is a general one, a customer satisfaction survey is more defined and refers to a particular type of customer feedback survey. CSAT surveys allow customers to assess and provide feedback, both quantitative and qualitative, on customer service and product quality. These surveys are an ‘always on’ method of continuous data collection that allow us to measure aspects of the CX. These surveys typically provide insights related to:
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Community of Practice Presentation Slides
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