Human Service Agencies across the country are grappling with a new wave of customers seeking support—many for the first time—due to the COVID-19 health crisis and subsequent economic downturn.
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 [...]
Sometimes when we make reforms, government jobs get better too.
Reality TV reveals the problems with government services, but how do we fix them?
In the public sector, there's one phrase that's downright bone-chilling.
Sure, governments are monopolies. But they don't have to act like it.