Raimondo orders changes after troubled UHIP rollout

GOV. GINA M. RAIMONDO announced several actions on Wednesday to improve United Health Infrastructure Project-related services / PBN FILE PHOTO/MIKE SKORSKI
GOV. GINA M. RAIMONDO announced several actions on Wednesday to improve United Health Infrastructure Project-related services / PBN FILE PHOTO/MIKE SKORSKI

PROVIDENCE – Gov. Gina M. Raimondo ordered several actions on Wednesday to improve United Health Infrastructure Project-related services three months after the integrated eligibility software system was rolled out and problems such as long wait times and errors continue.
She expanded Saturday hours to state Department of Human Services offices in Pawtucket and Warwick, and also directed the state agency to start the process to hire 35 additional staff on a temporary basis to process pending applications.
Raimondo acknowledged residents’ ongoing frustration and outlined steps intended to stabilize the new system and end complaints about the long wait times, system errors and isolated incidents of customers’ services being disrupted.

“While we experienced no major issues with the Dec. 1 payments, Rhode Islanders across the state, including me, remain frustrated that people who count on our social service programs continue to experience long waits at our field offices and we continue to encounter system issues which dampen the customer experience,” Raimondo said in a statement. “No Rhode Islander should have to spend any more time than is absolutely necessary waiting in line, especially during the holidays. I’m ordering immediate actions to help improve customer service and strengthen oversight of DHS workflows. I will continue to hold the entire team – including our vendor – accountable, and I am prepared to take additional actions if we do not see results quickly.”

Saturday hours will be offered starting this week from 8:30 a.m. to 12:30 p.m. at the Pawtucket and Warwick locations. DHS already offers extended weekday hours on Mondays and Wednesdays and Saturday hours at the Providence and Woonsocket offices.
Raimondo has also deployed managers from other state agencies to help improve customer service: Tom Guthlein has been appointed acting associate director of program operations at DHS to oversee this team.
The new, single system replaced multiple software systems, nearly all of which were more than 30 years old. While some challenges were anticipated as staff and customers adapted to the new process, there have been a number of reports about increased wait times and issues involving the system’s software, according to information from the governor’s office.
Raimondo also demanded that Deloitte Consulting, which was hired by the state as UHIP’s lead technology vendor, provide additional management staff at no extra cost to taxpayers.
As part of the rollout, approximately 70 DHS employees were laid off, although most transferred into positions at DHS and the state Department of Children, Youth and Families, resulting in 15 total job losses, a spokeswoman for the state Department of Administration said.

No posts to display