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 [...]
Sometimes when we make reforms, government jobs get better too.
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.
A text message conversation about how once management fads fade, the best concepts remain.
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.
These last two years have tested the capacity of our SNAP offices nationwide.