INDIANAPOLIS —
For years, our administration has sat silently through frequent criticism of our initial attempt to repair and reform Indiana’s welfare system. Much of the criticism was sincere and accurate, much was simply crude politics. But even when it crossed the line into inaccuracy, we endured it without protest; I told my coworkers in state government to make no reply until we could show with hard facts that the original problem had been addressed successfully. That time has arrived.
First, an historical review.
When our all-new crew arrived in state government in 2005, we found a lot in need of fixing. The state was bankrupt, for openers, but there were also ethics problems and dysfunction everywhere: in the highway department, the State Police, the protection of children and, as most Hoosiers remember painfully, the Bureau of Motor Vehicles, to name a few lowlights.
Nowhere was the need for change more obvious than in the delivery of welfare services. Most visibly, that department had been rocked by a series of criminal indictments, with cheats and caseworkers colluding to steal money meant for poor people.
But, as we learned after taking up our new duties, the even larger scandal was in the wasteful and often cruelly indifferent way the system operated even when no one was breaking the law. Our investigators found a mess so bad I asked them to take pictures so that people later on would believe the conditions: hallways clogged with boxes stuffed full of paper files; prehistoric “green-screen” computers with software from the 1970s; applicants waiting weeks for an answer or even an appointment; one analysis discovered that the welfare system was spending $1 million per year in postage to send mail to itself.
Not surprisingly, the system’s performance was terrible. Waiting lists, error rates, and timeliness were all among the nation’s worst. The federal government was threatening huge fines and other penalties if Indiana didn’t clean up its welfare act.
Some forgetful critics have written that we “rushed” into our first attempt to fix the system, but that is completely false. In fact, a task force spent almost a year visiting every welfare office, collecting data, interviewing experts and workers, and costing out options. By far the most expensive and lengthy option turned out to be trying to repair the existing system inside state government. The facts said plainly that we needed more than a new computer system; the entire process needed redesign, to improve service and guard against fraud.
As most folks know, our first attempt went badly. Working with IBM as the lead contractor among a team of companies, we agreed to IBM’s sweeping redesign of the process for determining who was eligible for food stamps, Medicaid or direct cash welfare.
It didn’t work. Its fundamental mistake had nothing to do with the fact that back-office computer services were “privatized” to a company expert in that area; that did and still does make total good sense. It was simply overdesigned, great on paper but too complicated to work in practice.
The new design did have some good features. By separating the intake of applications from the decision to give out benefits, it ended the previous plague of fraud in which criminals conspired with state workers to collect money illegally and divide it. But this first try failed badly to improve the worst service and error record in the country, and many measures actually got worse. Critics were right to complain, and we said so, repeatedly.
When it became clear that IBM’s design and performance were deficient, I canceled the contract. (One huge advantage of contracting for public services is that you can fire a company; you can’t easily fire an entire government bureaucracy.) We learned from the bad experience and, after extensive consultation with front-line workers and outside critics, worked with a new private partner to create a “hybrid” process, incorporating the effective features of the old and new approaches.
Gradually and carefully, beginning in January 2010, this hybrid system has been installed one by one in the ten regions of our welfare operations. Stung by the disappointment of our first reform attempt, we have said virtually nothing about our progress, moving step by step, measuring constantly and checking for any system failures.
With the entire state in the reformed system now for six months, here are the results, compared to the system as we found it in 2005:
• Timeliness of decisions across all programs has gone from 75 percent to 93 percent. For TANF, or cash welfare, timeliness has almost doubled. The backlog of pending cases has been slashed by two-thirds.
• Error rates for food stamps have been cut in half, from 6.6 percent to 3.3 percent. Indiana is now above national averages in all important performance measurements. And all this has happened while demand on the system exploded, from 695,000 to more than 1.3 million applicants.
• Meanwhile, we have saved taxpayer dollars, a lot of them. The new system costs more than $60 million per year less than the original would have,so the state’s investment in new systems and training is paying back handsomely.
• To top it off, the same federal department that was threatening to fine Indiana seven years ago recently awarded us a multi-million dollar bonus for improvement and excellence.
Early in my service as governor, I said, “As we have always promised, our mistakes will be made on the front foot; they will be errors of commission, not omission. We won’t duck problems just because they are hard, and when we try something that doesn’t work well enough, we’ll admit it, own up, and go back and fix it.” It was one of dozens of times I made exactly the same point, and our experience trying to make America’s worst welfare system better is probably the best single example of this activist philosophy in practice.
The criticisms leveled at our welfare modernization efforts have been, for the most part, sincere and fair. I am disappointed that it took two tries, but gratified at the success of the second try.
Now that the facts are so dramatically transformed, I trust that those who have been so critical will demonstrate their sincerity by modernizing their obsolete talking points.
Then we can all work together on the new challenge, making the best-performing welfare system Indiana has had much better yet.
Flashpoint
FLASHPOINT: State’s welfare system now performing well
- Flashpoint
-
-
FLASHPOINT: A legislative session of missed opportunities
Given the nature of politicians, grand claims of accomplishments and overblown rhetoric about “historic” efforts are to be expected at the close of any legislative session.
-
FLASHPOINT: Again in 2013 General Assembly, middle class generally ignored
Last year, the people of Indiana entrusted the Republican Party with some of their most precious possessions.
-
FLASHPOINT: Indiana lawmakers reinforced school safety mechanisms
Nothing is more important to me than the safety of my children. Every parent has felt that instant, apprehensive rush when their child plays too close to the street or falls down while playing soccer and it is our responsibility as parents to implement every safety mechanism we can muster to protect our kids.
-
FLASHPOINT: Lessons from the legacy media — get it right, first
Enough mistakes and maybe we’ll learn: When in doubt, leave it out.
-
FLASHPOINT: Hoosiers got steady hand in recent session
As the General Assembly began its work last November, as Speaker of the House, I pledged a renewed spirit of bipartisanship with legislators working together to solve our state’s most pressing challenges. As this year’s legislative session concludes, representatives from throughout the state — Republican and Democrat — have joined together to address those issues at the forefront of Hoosier minds: maintaining our state’s fiscal integrity, spurring job creation and expanding education opportunities for every Hoosier family.
-
FLASHPOINT: Time has arrived for overhaul of TV news
Former FCC Chairman Alfred Sikes gave an address in 1992 in which he claimed television news was too superficial and too focused on visuals.
-
FLASHPOINT: Fiscal cliff, Obamacare have already raised taxes enough
Our history is rich with stories of people who have immigrated to the United States for a chance at the American Dream. The American Dream, in its truest form, is the opportunity to achieve success by working hard and playing by the rules; to make it on your own and to say, “I earned this.”
-
FLASHPOINT: Expanding Medicaid coverage makes sense for Indiana
Since last summer’s U.S. Supreme Court’s ruling on the Affordable Care Act effectively gave states the option to expand Medicaid, policymakers across the country have debated if and how to extend health programs to millions of uninsured Americans.
-
FLASHPOINT: Improve public education, stop experimenting with it
In January, the four of us who serve as the Democrats on the House Education Committee outlined our hopes for the 2013 session of the Indiana General Assembly, particularly in joining with Superintendent of Public Instruction Glenda Ritz to offer common sense solutions to improve the quality of education for our children. With the halfway point of this session past us, we remain optimistic that positive steps can be taken … but that optimism is tempered by the reality that education policies are being directed by a legislative majority that has a radically different agenda.
-
Healthcare law anniversary no reason for celebration
March 23 marked three years since the Patient Protection and Affordable Care Act was signed into law, yet this is not an anniversary that deserves celebration.
-
FLASHPOINT: Defending state’s authority is attorney general’s obligation
The law of the land recognizes the authority of states to license marriage.
-
FLASHPOINT: Stability key for state’s future
Hoosiers have the unique luxury of being the fiscal envy of the nation due to the sound fiscal policies of the last eight years.
-
FLASHPOINT: House budget offers Medicaid solution for Indiana
This week, my U.S. House Budget Committee colleagues and I introduced a federal budget resolution for fiscal year 2014. Our budget is a responsible plan that stops spending money and balances in 10 years — largely through making key reforms to drivers of our debt like Medicare, Medicaid and Social Security.
-
FLASHPOINT: Problem gambling in Indiana: A new understanding of community concern
The week of March 3 was designated as National Problem Gambling Awareness Week.
-
FLASHPOINT: Eastern time in Indiana defies common sense
Nobody complains more than Hoosiers about changing their clocks. And there’s a valid reason — daylight-savings time in Indiana’s Eastern Time Zone is painful.
-
Praying for civil resolution to debate over gun control
Guns are lively ammunition for passionate debate these days.
-
FLASHPOINT: It’s not too late to expand health services
This week, state leaders euthanized the biggest, boldest Hoosier jobs proposal of the 2013 session of the Indiana General Assembly.
-
FLASHPOINT: You can’t go back again — and that’s OK
Our progressive colleagues have been telling us for years that the 1950s were a horrid time.
-
FLASHPOINT: The fierce urgency of now — nation needs to protect youth
The alcohol-fueled alleged serial rape of a 16-year-old Ohio girl by two of her similarly impaired classmates — not to mention the drunken videotaped commentary of others — points yet again to the imperative that adult America renews its commitment to address as a true national community those issues that most threaten the health, safety and forward development of youth.
-
FLASHPOINT: A pastor speaks out against Sullivan’s ‘traditional prom’
I am a pastor in Sullivan, Ind., and I am outraged.
Recently, two young students applied to walk the Grand March together in the school prom in Sullivan. -
FLASHPOINT: 0wning firearms is a First Amendment exercise, too
Following the hysteria generated by gun prohibitionists in the wake of the Sandy Hook tragedy, a nationwide rush on gun stores began as citizens bought semiautomatic modern sporting rifles, handguns and ammunition, in effect “making a political statement” about proposals to ban such firearms.
-
FLASHPOINT: Maintaining the priority
Recently a newspaper article has been written about a change in the by-laws of the Indiana High School Athletic Association which speaks directly to attempted undue influence exerted upon students below the level of grade nine and their parents.
-
FLASHPOINT: The fairness of marriage
What is the current Indiana law concerning marriage? Our state defines marriage in a singular way — between a man and a woman.
-
FLASHPOINT: We ask state legislators to abide by their oath of office
All of us relish giving unsolicited advice to our elected representatives.
-
FLASHPOINT: Mentoring is having major impact on public education
While managing local utility services, Mike Martin found a new way to energize his community, and students are starting to benefit.
-
FLASHPOINT: Common Core standards should be common sense
Years ago, when state officials and education experts came together to create new model standards for schools, they probably never expected it to be controversial.
-
FLASHPOINT: Milestone year for Rose-Hulman
The Rose-Hulman campus traditionally quiets down this time of year, yet for me I sense a renewed energy from the phenomenal year just closing.
-
FLASHPOINT: ISU’s reasoning flawed in flight school planning
ISU and the taxpayers of Indiana and Vigo County are being led down a path of deception once again.
-
FLASHPOINT: Incessant attacks on Christianity by the ACLU
It is obviously apparent that the American Civil Liberties Union (ACLU) is continuing its onslaught against religious freedom in the United States.
-
FLASHPOINT: Americans deserve more value for their tax dollars
While traveling the 8th District and listening to fellow Hoosiers during my first term in Congress, I have reached the conclusion that many constituents do not believe they are getting value for the tax dollars that come out of their paychecks and are sent to Washington, D.C.
- More Flashpoint Headlines
-
FLASHPOINT: A legislative session of missed opportunities
Officials: Truck Hit Bridge Before Collapse
Raw Video: Washington State Bridge Collapse
Bridge Collapse Survivor: 'Rough Day'
Sheriff: No Sign Killing of 2 Kids Was Planned
First Person: Mom Discusses Famous Tornado Photo
Jersey Shore Open for Business
Boy Scouts Approve Plan to Accept Gay Boys
Raw: Utah Teen Arrested in Death of His Brothers
Obama Defends Drone Strikes, With Limits
Raw: Jurors Deadlock on Jodi Arias Penalty
Two Suspects in Murder Known to London Police
Raw: Scuffles in London After Hacking Death
Boy Scouts Decision "First Step" Say Activists
Closer Look at Okla. School Where Children Died
Today in History May 24
Britain Attack Believed Linked to Radical Islam
Johnson: Don't Blame Islam or UK Policy
SeaWorld: Penguins Are Coolest Thing in Florida
Raw: 80-Year-Old Climbs Mount Everest
Boy Scouts Mom Supports Gay Inclusiveness
AK-47-wielding thug may be the most bumbling crook ever
Oklahoma Survivors, Heroes Survey Damage
Trout's cycle a boost for Angels
Raw: New Video of Deadly Oklahoma Tornado
Kim Kardashian Flaunts Pregnant Bikini Body in Greece
NBA star pledges $1M to help tornado recovery
Shakira's Shocking Talent
Morgan Freeman falls asleep on air
GRAPHIC: Blood-Soaked Machete Killer Caught on Tape
Elin Nordegren Furious With Lindsey Vonn For Parading Kids in Public
Camera Captures Climber As He Loses Grip And Falls
Helen Mirren Meets with Dying Boy in Queen Elizabeth's Place
Crowd Chants '¡Si, Se Puede!' After Passage of Immigration Bill
DWTS Crowns a Winner
Police Ram House to End Hostage Standoff
Demi Moore a Rocks Bikini at Harry Morton's Family House
Anthony Weiner: I'm running for New York City mayor
Kate Middleton's Dress Flies Up
VIRAL: Baby makes epic soccer goal
The Hangover Baby All Grown Up
