Efficient – C!A: Change and Innovation Agency

Reducing the Self-Created Workload: Making Room for a Wave of New Customers
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Reducing the Self-Created Workload: Making Room for a Wave of New Customers

Reducing the Self-Created Workload: Making Room for a Wave of New Customers

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.

Never Get Behind Again: Old Thinking Through a New Lens
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Never Get Behind Again: Old Thinking Through a New Lens

Never Get Behind Again: Old Thinking Through a New Lens

Break free of backlog by focusing on one-day timeliness.

By Leo Ribas, Wayne Salter, Blake Shaw|April 2017|Categories: Business Process Redesign, Medicaid/Social Safety Net Programs|Tags: Backlog, Blake Shaw, Call Centers, Capacity, Customer, Data, Efficient, First Contact Resolution, Government, Human Services, Increase Capacity, Leo Ribas, Medicaid, Public Assistance, SNAP, Technology, Thought Leadership|