Critics renew demand for call centers to be scrapped

State claims progress in fixing problems.
AMERICAN-STATESMAN STAFF
Tuesday, May 23, 2006

While the state works to fix problems associated with a call-in system that allows Texans to apply for public assistance, critics continue to ask that the system be scrapped.

The Texas Access Alliance, which is anchored by consulting giant Accenture LLP, has been running the automated system for Travis and Hays counties since January. But the state delayed expanding the system statewide after critics said that it was hard to navigate and that workers didn't know the answers to questions.

Since then, Health and Human Services Commission officials have assigned state staff members to train the call center workers, changed management at two private call centers and taken other steps to improve the system, they said Monday. The moves have brought shorter wait times, officials said.

The $900 million system would close some state offices where people apply for public assistance and replace them with private call centers. It would expand the ways people could sign up for benefits, allowing them to do it by phone, mail, Internet or fax.

The system was projected to save the state $646 million over five years, though that number will probably shrink because of the delays and problems.

Officials acknowledge that they are months away from integrating an aging computer system, known as TIERS, to work in a call-in environment and that there have been problems developing an interim computer system.

"That ultimate fix is still months away," Health and Human Services spokeswoman Stephanie Goodman said Monday.

The Texas Access Alliance has been paid $91 million since last year to develop and operate the eligibility system and oversee other components of the state's health and human services network, the San Antonio Express News reported Monday.

The group has also lost out on $50 million because of they won't be for paid certain things while the system is on hold.

The Health and Human Services Commission "should stop throwing good money after bad," Mike Gross, vice president of the Texas State Employees Union, said Monday in a news release. "The conservative and prudent thing to do would be to fire Accenture, then use the money
budgeted for the contract to improve services at the local level."

The system also was expected to cut 2,900 state jobs. Now, it is expected to eliminate 1,900 positions.