Never Get Behind Again: Old Thinking Through a New Lens
Break free of backlog by focusing on one-day timeliness.
One and Done: The Strategy and Measures You Need to Make Your Call Center Work
In the face of increased customer demand and decreased resources, many human service agencies have turned to call centers in the hopes of serving more customers at less cost. What these agencies are quickly discovering is that phone centers actually drive up costs while killing employee and customer satisfaction at the exact same time. How [...]
Process Management – They Speak for Themselves
There have been many questions from program administrators on process management work at a time when state agency capacities remain stagnant while demand for public assistance continues to increase.
The Case for Process Management
These last two years have tested the capacity of our SNAP offices nationwide.