Never Get Behind Again: Old Thinking Through a New Lens
Always falling behind? Do the long lines, full lobbies, and never-ending stream of new work ever stress you out? Do you feel yourself aging at the very mention of the word “backlog”? You’re not alone. The Great Recession of 2008 forced nationwide budget cuts leaving...
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...
Process Management – They Speak for Themselves
There have been many articles on process management works. Similarly, 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....
