C!A™’s Business Process Redesign (BPR) services have been utilized by more than 40 states and multiple counties across the country in areas including human services, taxation, human resources, procurement, and permitting. C!A consulting puts the focus on how the work is done in government and uses techniques that work for government. We routinely see offices achieve 80% process improvement in the work areas we improve.
Choose a state from the following list of selected clients to learn more about the successes C!A has helped them achieve.
The Arizona Department of Economic Security Division of Benefits and Medical Eligibility engaged C!A to modernize the agency’s delivery of human services and public assistance programs, and relieve the stress placed on the system by the state’s growing population and ACA and Medicaid expansion. Project outcomes to date include staff processing 109% more Medical applications per month and 70% of customers receiving same-day determinations.
District of Columbia
The District of Columbia’s Department of Human Services Economic Security Administration selected C!A to help design, develop, and deploy new practices for its human services programs in an effort to realize process efficiencies in its operations, as well as improve accuracy. While the project is ongoing, early outcomes include reduced overtime expenditures, improved Medicaid eligibility determinations, and a high SNAP benefit accuracy rate.
With half a million more Connecticut residents receiving benefits and the worst SNAP timeliness rate in the country, the state’s Department of Social Services engaged C!A to redesign its business and eligibility processes. Following the new service delivery model’s implementation, Connecticut improved its SNAP timeliness rate to 99% – the best in the nation.
With caseload increases ranging from 15% to 115% and staffing levels cut in half due to budget cuts, the Hawaii Department of Human Services Benefit, Employment & Support Services Division partnered with C!A to analyze the agency’s eligibility practices and determine different strategies for processing its work. To date, outcomes have included a statewide timeliness rate of 97% and the provision of same-day services at all local offices.
C!A and the Kansas Department of Children and Families embarked on an effort to redesign the agency’s business and eligibility processes with the goal of increasing its staffing capacity to withstand workload increases and program complexity. Outcomes included 40% to 60% faster processing times (depending on the program) and a statewide timeliness rate of 95%.
An outdated paper-based eligibility system, a growing SNAP caseload, and a staffing shortage were among the challenges facing New Mexico’s Department of Human Services prior to its engagement with C!A. Following business process redesign, C!A implemented a new service delivery model in DHS’ five largest offices, enabling those locations to achieve 98% timeliness – an improvement that earned the agency a bonus from FNS.
Facing the largest SNAP caseload increase in the nation, low timeliness, and high error rates, the Nevada Department of Health and Human Services Division of Welfare and Supportive Services enlisted C!A to revamp and sustain every aspect of the agency’s eligibility practices for public assistance programs. Results of the project to date include the elimination of pending work and backlogs for Medicaid, SNAP, and TANF programs, and achievement of a high SNAP benefit accuracy rate.
The Rhode Island Department of Human Services partnered with C!A to implement improved, consistent business processes prior to the planned 2016 implementation of a new eligibility system, and as the agency struggled to manage increased workloads and expanded ACA coverage. Project outcomes included 92% of lobby customers receiving same-day service and on-demand processing at all local offices, and DHS’ receipt of the FNS Most Improved Quality Award.
South Carolina’s Department of Health and Human Services Medicaid Eligibility and Beneficiary Services engaged C!A to redesign the enrollment and eligibility determination process for all Medicaid programs administered in the state ahead of the implementation of a new eligibility system. To date, outcomes of the project include a reduction in costs associated with determining Medicaid eligibility and the provision of same-day service and on-demand processing for all Medicaid programs.
Texas’ Health and Human Services Commission Office of Social Services, with the support of C!A, is engaged in an effort to redesign its business and eligibility processes with the goal of leveraging limited staffing resources to handle the increased demand for services and implementation of substantive policy changes. To date, project outcomes have included a 23% to 56% decrease in processing times (depending on the program) and a nearly 70% reduction in overtime hours.
Knowing caseloads would soon increase and budgets be reduced due to the economic downturn, the Washington Department of Social and Health Services partnered with C!A to conduct a review and redesign of the agency’s SNAP service delivery model to identify ways to streamline services. Results of the project included a 65% reduction in the average time to process applications and issue benefits, and 80% of customers receiving same-day benefits.