HHS Enterprise Client Management System

About the Project

Health and Human Services (HHS) is in need of an Enterprise Client Management System (ECMS) to meet the demands of a growing population while maintaining customer service levels and improving the delivery of services. The general population in Travis County is projected to steadily rise in the next 3-5 years, according to research conducted by Central Health. By 2019 the population in Travis County is expected to increase by 11.8% with an increase of families living at or below the federal poverty line by 12.8% and an increase in constituents 65 or older 39%.

Health and Human Services utilizes a series of manual and electronic systems to provide services to our Travis County community. HHS has adapted their business processes around the constraints of their current electronic system which involves physical paper files and manual processes. This has resulted in decreased efficiency, duplication, and insufficient data to measure and track performance.

In February 2017 an outside consultant conducted an assessment of the current electronic system HHS utilizes. The result of the assessment was a recommendation to replace the current electronic system in order to improve the delivery of service and align with HHS’ mission to maximize the quality of life for the people of Travis County.

To meet the growing demand, a new ECMS is needed to provide an improved and scalable model for delivering services to the community. The ECMS will provide HHS a more effective way of delivering services to the vulnerable population by providing a centralized single-point of data entry for Travis County residents requesting services. The centralized data will prevent duplicity as well as decrease paperwork and manual processes. The ECMS will streamline client intake and eligibility determination allowing HHS to effectively measure program outcomes and staff performance.

The procurement and implementation of an ECMS for HHS is expected to be a multi-year project. To help ensure the successful execution of the project it will be broken up into three strategic phases.

PHASE I Business Process and Data Mapping

During Phase I, a third party/consultant will work with the four HHS divisions (Family Support Services, Office of Children Services, Community Services, and Admistrative Operations) and ITS project management staff to:

Conduct and document a comprehensive Business Process Review of existing operations for each of the four divisions within HHS.
Identify and document data mapping and reporting requirements.
Conduct and document efficiency assessment for each of the four divisions within HHS down to their programs.
Standardize all processes within each program across divisions.
Document software system requirements for all four divisions.

PHASE II Requirements Documentation and Initial Implementation

During Phase II, HHS and ITS project management staff will utilize the detailed requirements captured in Phase I to:

Compose a Request for Proposal (RFP) to the vendor community for an ECMS solution.
Select and establish contract with vendor.
Develop ECMS solution by following requirements documentation.
Kick-off initial implementation with the Family Support Services (FSS) division.

PHASE III Final Analysis, Conversion, and Full Implementation

During Phase III, HHS, ITS project management staff, and vendor will fully implement new ECMS to remaining HHS divisions and:

Train staff on new ECMS.
Reevaluate initial implementation for necessary changes.
Strategize future state beyond initial ECMS requirements.

Coming Up Next

Contract approved and signed by all parties. ECMS vendor, CoreSphere, has been successfully procured!

Initial planning sessions have taken place between CoreSphere, HHS Planning Project Manager, and Project Manager.

What's Next?

Finalize project plans and review with Project Sponsors and Stakeholders. After project plans are approved, CoreShere and Project Manager will host a project Kick-Off with all project stakeholders to discuss project approach, timeline, and next steps.

Please visit the Project Documents section to view the requirements and additional documentation provided in Phase I.

As always, if you have any questions, suggestions or feedback, please feel free to submit via the Feedback or Questions section below.

Project Team

Pilar Sanchez
County Executive
512-854-4100

Kirsten Siegfried

Chief Deputy

512-854-4102

David Ortiz
Project Manager
512-854-1776

Felipe Ulloa

HHS Planning Project Manager

Leslie Gaines
Director (Family Support Services)
512-854-4113

Ross Stephens
Director (Community Services Division)
512-854-4109

Laura Peveto
Director (Office of Children Services)
512-854-7874

Kathleen Haas
Manager (Financial Services)
512-854-4121

Lawrence Lyman
Director (Research and Planning)
512-854-4121

Meet the Deloitte staff.

Project Timeline

Download the project timeline.

Frequently Asked Questions

What is an Enterprise Client Management System (ECMS)?

An ECMS is an application software that tracks a great deal of client data right on the computer and then uses that information to run a practice. The ECMS has a robust database that centralizes the information, streamlining client intake, allowing permission based accessibility, automation, storage, retrieval and reporting.

What departments and divisions are involved in the ECMS project?

Health and Human Services (HHS) Department

Family Support Services (FSS)
- Basic Needs Services
- Food Programs
- Housing
Office of Children Services (OCS)
- Family First
Community Services Division (CSD)
- Neighborhood Conference Committee Program (NCC)
Administrative Operations (Finance)

Why the need for an ECMS?

A new ECMS will help HHS meet the demands of a growing population while maintaining customer service levels and improving the delivery of services to Travis County. The general population in Travis County is projected to steadily rise in the next 3-5 years, according to research conducted by Central Health. By 2019 the population in Travis County is expected to increase by 11.8% with an increase of families living at or below federal poverty line by 12.8% and an increase in constituents 65 or older 39%.

How will Travis County Health and Human Services benefit from a new ECMS?

A new ECMS will provide HHS a more effective way of delivering services to the vulnerable population in Travis County. The ECMS will improve business process by preventing duplicity, decreasing paperwork and manual processes allowing HHS personnel to focus more time on the individuals they are assisting. The ECMS will provide a scalable model to meet demands of growth in Travis County by allowing future HHS programs to use the technology.

Feedback or Questions

Do you have any project related questions or feedback? The ECMS project team welcomes your feedback and will do their best to answer your questions. Please fill out the information below and click the submit button. A project team member will reach out to you as soon as possible.

Submit Your Feedback!