CCWIS – A Call to Action to Increase Capacity

There are several key opportunities to include in your complete plan for CCWIS implementation to drive improved outcomes and increase capacity.

Adaptive Leadership: Streamlining Processes Before Automation

Before you automate, consider these simple steps to speed up how your work gets done.

Never Get Behind Again: Old Thinking Through a New Lens

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

One and Done: The Strategy and Measures You Need to Make Your Call Center Work

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 [...]

CYA is Killing Kids

Agencies’ tendency to add more rules (and thus work) every time something bad happens prevents child protection workers from doing everything they can to keep kids safe.

Process Management – They Speak for Themselves

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.