Knowledge from experience
Case Studies
As a nationally recognized leader in human services. Our team is immensely passionate about helping government be a force for good
A dedicated pursuit rooted in firsthand government experience
Our team, drawn from diverse levels of government operations, has an in-depth understanding of state, county, and federal processes. We translate that knowledge into real-world solutions that reflect both the complexity and urgency of public service.
When we develop case studies, we spotlight the specific hurdles agencies face, the strategic interventions we deploy, and the tangible transformations that result. These stories act as practical guides that showcase how innovative thinking and data-driven changes lead to meaningful improvements in government culture. By emphasizing real outcomes, we help public servants see exactly what’s possible—demonstrating that lasting, impactful change comes from fostering strong relationships, fixing broken systems, and challenging conventional thinking. Above all, these case studies underscore why our award-winning consultants and change agents approach every client partnership with a people-centric focus and a relentless pursuit of measurable results.
Client: State of Alaska, Department of Health and Social Services (DHSS), Division of Public Assistance (DPA)
Timeframe: January 2016 to Present
Business Process Redesign in Alaska
“With the transition to process management, we’ve turned our cycle time around. Applications that used to take 22 or 23 days to process, now take an average of 5.”
–Ronald Kreher, Director, Alaska Department of Health and Social Services
Client: State of Arizona, Department of Economic Security (DES), Division of Benefits and Medical Eligibility (DBME)
Timeframe: January 2010 to Present
Business Process Redesign in Arizona
- 70% of customers receive a determination same day
- Staff processing 109% more Medical applications each month
Client: State of Connecticut, Department of Social Services (DSS)
Timeframe: 2013 to 2014
Business Process Redesign in Connecticut
- 99% average timeliness for SNAP applications
- Same-day service and on-demand interviewing and processing at all local offices
Client: Government of the District of Columbia, Department of Human Services (DHS), Economic Security Administration
Timeframe: Spring 2016 to Present
Business Process Redesign in Washington, D.C.
- 5th best MAGI application processing timeframe
- High SNAP benefit accuracy rate
Client: State of Hawaii, Department of Human Services (DHS), Benefit, Employment & Support Services Division (BESSD)
Timeframe: Summer 2011 to Present
Business Process Redesign in Hawaii
“When we met C!A, we were in a tailspin. Our caseloads increased by 35 percent, we had a massive reduction in our workforce, we were under a hiring freeze, our timeliness rates were atrocious – in some offices they were down to 28 percent. We had no resources to meet the increased demand. They came in, calm and peaceful, and gave us control over that chaos. And that office with the abysmal timeliness rates, it’s operating at 98.2 percent.”
– Pankaj Bhanot, Former Director, State of Hawaii, Department of Human Services
Client: State of Kansas, Department for Children and Families (DCF)
Timeframe: October 2011 to October 2014
Business Process Redesign in Kansas
- 70% of customers receive a determination same day
- 40% to 60% increased speed in processing time (depending on the program)
Client: State of Nevada, Department of Health and Human Services (DHHS), Division of Welfare and Supportive Services (DWSS)
Timeframe: May 2013 to Present
Business Process Redesign in Nevada
- 29% increase in statewide timeliness rate
- Elimination of Medicaid, SNAP, TANF backlog
Client: State of New Mexico, Department of Human Services (DHS)
Timeframe: 2006 to 2008
Business Process Redesign in New Mexico
- 98% timeliness for 30-day applications
- Absorbed 39% caseload increase
Client: State of Rhode Island, Department of Human Services (DHS)
Timeframe: 2013 to 2016
Business Process Redesign in Rhode Island
- 92% of customers receive a determination same day
- Staff processing 60% more cases monthly
Client: State of South Carolina, Department of Health and Human Services (DHHS), Medicaid Eligibility and Beneficiary Services
Timeframe: November 2013 to Present
Business Process Redesign in South Carolina
- 89% of lobby clients served same day
- All MAGI/non-MAGI application pathways are cleared daily
Client: State of Texas, Health and Human Services Commission (HHSC), Office of Social Services (OSS)
Timeframe: January 2014 to February 2015; February 2016 to Present
Business Process Redesign in Texas
- 75% of clients receive same-day decisions
- Increased capacity to process 116,000 more tasks/month
Client: State of Washington, Department of Social and Health Services (DSHS), Economic Services Administration, Community Services Division
Timeframe: 2008 to 2010
Business Process Redesign in Washington
- Average time to process applications and issue benefits reduced 65%
- Achieved administrative efficiencies worth more than $32 million
