Redesign of the Appeal Board Process. In this phase PSG will develop a redesign of the existing system that, if implemented, will: ❑ Reduce the cost of individual claims by applying appropriate best practice claims management; and ❑ Reduce total cost of claims by creating a system to reduce and minimize liabilities, including creating increased accountability throughout the system. Working in consultation with the members of the State Appeal Board and other stakeholders within state government, PSG will use its Design Lab™ process to develop a redesign approach for claims and claims processing. The Public Strategies Group developed the "Design Lab™" methodology to help the public sector develop creative new approaches to the delivery of public services. Design Labs™ are intensive, structured sessions ranging from 1/2 day to one week. Lab participants (usually from 6-12 creative thinkers) engage in a step-by-step process to "invent" new approaches or designs. PSG staff both facilitates the Design Lab™ and provides creative resources to participate in the lab. While no lab has been exactly the same, a lab often entails the following: • A thorough challenge of the existing assumptions of the current system; • A presentation and discussion of the current system’s strengths and opportunities for improvement; • A presentation of reinventing ideas and theories from other locations; • An open process for designing new service delivery alternatives; we work first with design principles or “features,” then deepen the ideas using dyads or small groupings. The analysis from Phase 1 above will form the foundation for the Design Lab.™ We estimate this design lab will be between two and three days in length. PSG will organize, lead, and facilitate the Design Lab. The Board will provide information necessary for the Design Lab™ and recruit participants for the lab who fit a profile provided by PSG. The result of the lab will be a written report laying out a proposed solution(s) to the problem presented. Designs are typically akin to high-level architectural drawings, not detailed schematics. Deliverable • A redesign of the existing structure that will include a high-level overview of recommended changes and its expected impact, necessary legislative or rule changes, and a framework for implementation, including additional services, staff or other resources that may be required. (A detailed implementation plan will be developed in Step 6 below.)
