PRESS RELEASE

Date: Jan. 2, 2006
Contact: Stephanie Goodman or Jennifer Harris, (512) 424-6951

Texans Want New Ways to Apply For State Services

By Albert Hawkins, Health and Human Services Executive Commissioner
Approximately 485 words

There have been numerous news stories and editorials published about the state's plan to add new ways for Texans to apply for services such as Medicaid and Food Stamps. But too often these reports fail to include an important point of view – that of the client.

I appreciate and value the viewpoints of advocacy groups and others interested in the changes we're making at the Texas Health and Human Services Commission (HHSC). But my primary focus is on the millions of Texans who rely on our services. We are listening to their voices, and they tell us they are ready for change.

The state currently relies on a system as old and out-dated as the Selectric typewriter. By upgrading technology and creating new ways to apply for services, we will save $646 million in taxpayer money over the next five years and make it easier for Texans to apply for vital services.

A recent survey of more than 1,000 Texans enrolled in Medicaid and other health and human services programs found that:

• 80 percent of clients said they would be interested in applying by phone.
• 36 percent are interested in Internet applications.
• 82 percent want to be able to apply outside of normal work hours.
• 85 percent like the idea of fewer office visits.

We recognize that many clients also like the security of having a state benefits office nearby. We will maintain more than 200 offices across Texas to provide face-to-face assistance for Texans, and caseworkers will continue to be stationed in about 300 Texas hospitals and other medical facilities . By way of comparison, there are 71 Social Security offices and 233 full-time drivers' license offices in Texas.

Next year, the state will begin phasing in the new system, and clients finally will be able to choose the application method most convenient for them ? in person, through the Internet, over the phone and by fax or mail. The biggest advantage of the new model will be improved access to state services for working Texans, for people who lack transportation or live in remote areas, and for others who have difficulty traveling.

Call center operators will be on duty to answer calls in English, Spanish and Vietnamese from 8 a.m.-8 p.m., Monday through Friday, and call centers will have phone lines for the deaf and hearing impaired. Internet applications will allow Texans to apply for services at any hour. Texans will be able to track the progress of their application by phone, and traveling units of state workers will visit traditionally underserved areas such as the colonias.

HHSC is listening to our clients and responding with a system that offers greater access for Texans in need. We can provide better government at a better price by allowing Texans to apply for the services in the way that is most convenient for them.

It's a commonsense approach that is long overdue.

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