The City of Fort Collins in Colorado (USA) has been on a continuous improvement journey since 2010. They made great progress on their Income-Qualified Assistance Program (IQAP) to help residents pay their utility bills, and were recognized as the 2020 winners of the IISE Excellence in Sustainable Development Award.
Starting with a baseline of 10% participation in the utility payment assistance program, they wanted to increase participation to 75%. Rework related to the application process was 40%, which created at least one hour of effort to correct.
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