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QUESTION

What upgrades have been made to the S Pass and Angie systems to address past glitches in application processing?

1:23:11

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The S Pass and Angie systems, used for SNAP-only applications, have been upgraded to version 2.0 to address glitches and improve staff experience.

Angie has been upgraded to version 2.0 after initial deployment in March 2022, aiming to resolve issues experienced by staff.
The NYC Department of Social Services listens to staff concerns about the systems and makes iterative improvements based on feedback.
A collaborative effort with the mayor's office of efficiency led to workgroups with frontline staff, identifying pain points in the systems and processes.
A list of corrective actions has been compiled and is being implemented to enhance both the systems and the application processing experience.

Diana I. Ayala

1:23:11

Well, since I have you, the there were some there were some similar complaints regarding the system that is used to complete applications.

1:23:21

I forget the name of it Gail maybe remembers because she remembers everything.

1:23:25

But we had a hearing where we heard from some of the staff that they had you you transitioned during the pandemic to a new system that was then I guess, put on hold during the pandemic and then reinstated once folks were back in the office.

1:23:42

But there were glitches with the system.

1:23:44

So if a person was doing an application, it may have frozen, you know, they couldn't fix it, and so they had to move on to another another applicant, and they didn't know what happened to the applicant they have been working with.

1:23:58

Like, there was no way of determining, like, you know, who picked it up at what point.

1:24:03

What changes have been made to that system since technology is, like, one of the the the the models that you're using to help but they'd be processing of applications.

Jill Berry

1:24:12

Yeah.

1:24:12

So this is the S Pass and the Angie systems that

Greg Silverman

1:24:15

were

Jill Berry

1:24:15

yes.

1:24:16

And those are specifically the systems that we use to process the snap only applications, not the cache assistance applications.

1:24:24

We rolled out We rerolled out Angie and Espace in March of 2022, and we have since upgraded that was version 1.0 of Angie.

1:24:35

And Angie has since been rolled out to 2 version 2.0.

1:24:39

And that addresses, I think, a lot of the issues that staff are having.

1:24:42

There are always some bugs as we roll out new systems.

1:24:46

We do listen to staff concerns and complaints and do iterate on those systems A couple of things.

1:24:53

1 was there was an ask to speak directly to the staff about their experience with the systems.

1:25:00

And we worked in partnership with the mayor's office of efficiency on workgroups with the frontline staff that use these systems to talk through what are the pain points both in the systems and the processes.

1:25:12

We came up with a list of corrective actions.

1:25:15

So that we and we are in the process of implementing those to improve both the process and the systems.

Diana I. Ayala

1:25:22

Okay.

1:25:23

I'm gonna try to run through these really quickly because I know that I have we have a bunch of questions from some other members, and I don't wanna hold them here.

1:25:30

Longer than I have to.

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