Despite years of investments worth billions of dollars, government has not seen the kind of radical results it expected from technology. A key reason why: States and localities first need to fix their capacity problem.
As we work with child welfare agencies across the country to help tackle the capacity crisis, here's a glimpse of what we're learning.
Only by addressing the capacity crisis up front, before changing practice, can the goals of Family First be achieved. At Change...
There are several key opportunities to include in your complete plan for CCWIS implementation to drive improved outcomes and increase capacity.
Before you automate, consider these simple steps to speed up how your work gets done.
Break free of backlog by focusing on one-day timeliness.
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 [...]
Reality TV reveals the problems with government services, but how do we fix them?
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.
Technology didn't create the flawed processes and overly complicated systems that make government inefficient. So why do so many people think tech upgrades will fix those problems?