Tennessee's Modernization Journey: Enhancing Worker and Customer Experience

Cloud Migration: A Transformative Step

• Key Takeaway: Tennessee's journey to modernize its technology infrastructure began in 2018 with a migration to the cloud, transitioning from outdated mainframe solutions to a more efficient and scalable cloud-based approach.
  • This move to the cloud has enabled improved system performance, reduced downtime, and streamlined system integration, ultimately enhancing the user experience for both workers and customers.

Leveraging Text and Email Notifications

• Key Takeaway: The implementation of text and email notifications has revolutionized outreach and service delivery for the Tennessee Department of Human Services (TDHS).
  • These communication channels have improved operational effectiveness by allowing timely reminders and information sharing with customers, reducing wait times and enhancing overall service delivery.

Lightweight JBoss: A Transformative Technology

• Key Takeaway: Tennessee was the first state to implement JBoss, a lightweight application server, for its Human Services eligibility program.
  • This technology choice has enabled TDHS to accelerate its build process, improve monitoring, and seamlessly integrate with its DevOps stack, leading to increased efficiency and agility.

One DHS: Transforming the Customer Experience

• Key Takeaway: The implementation of a self-service portal, dubbed "One DHS," has been a game-changer for TDHS, revolutionizing the customer experience.
  • The portal allows customers to apply for multiple programs in a single, mobile-optimized platform, reducing the burden on families and increasing worker productivity through streamlined access to information and documentation.

Generative AI and Containers: Driving Innovation

• Key Takeaway: TDHS has embraced emerging technologies, such as Generative AI and containerization, to drive innovation and efficiency.
  • Generative AI, like the interview assistant, has helped improve staffing and speed up the implementation of regulatory changes.
  • Containerization has enabled dynamic role configurations, reduced maintenance outages, and increased flexibility in adapting to changing requirements.

Leveraging Partner Programs for Cost Optimization

• Key Takeaway: TDHS has strategically leveraged various partner programs with AWS, such as the MAP program, Compute Savings Plan, and Enterprise Discount Program, to optimize costs and become better fiscal stewards of taxpayer dollars.
  • These partnership programs have resulted in significant cost savings, allowing TDHS to reallocate resources to better serve the citizens of Tennessee.

Integrated Enterprise Framework: Streamlining Data and Services

• Key Takeaway: TDHS has implemented an Integrated Enterprise Framework, which has streamlined data integration and service delivery across multiple programs and applications.
  • This framework enables the reuse of services and APIs, improving program coordination and allowing TDHS to leverage the vast amount of data available to better serve families in need.

Key Takeaways and Lessons Learned

1. Continuous innovation and a relentless drive to adopt new technologies are crucial for modernizing government services.
2. Prioritizing the needs and experiences of customers is essential for delivering effective and efficient public services.
3. Expressing gratitude and acknowledging the hard work of teams is important for sustaining momentum and fostering a culture of innovation.