The Department of Social Services (DSS) for the State of Connecticut partnered with Change & Innovation Agency (C!A) to embark on an effort to redesign its business/eligibility processes with the goal of increasing its staffing capacity to withstand workload increases and program complexity. As-is process mapping was conducted, barriers and bottlenecks were identified, and new […]
South Carolina’s Department of Health and Human Services (DHHS) decided to redesign the enrollment and eligibility determination process for all Medicaid programs administered in the state. Unnecessary interactions (from redundant customer visits, calls, and mail) were negatively impacting the agency’s ability to keep up with their work. DHHS selected Change & Innovation Agency (C!A) to help design, […]
From 2009 to 2011, Hawaii’s staffing levels for the Department of Human Services (DHS) and Benefit, Employment & Support Services Division (BESSD) was reduced by 50% due to budget cuts. Consequently, Hawaii was facing a federal class action lawsuit and penalties for not providing benefits in a timely manner. C!A (Change & Innovation Agency) worked […]
Washington realized that the previous business model for determining eligibility and managing public assistance caseloads was not designed to handle the pressures presented by double digit increases in workload and devastating staffing reductions. The new processes focused on freeing up administrative capacity and improving quality by streamlining the most important eligibility practices and processes: initial […]
The State of New Mexico’s, Department of Human Services (DHS) was facing a staff shortage as SNAP caseloads and errors in processing were increasing. DHS was also operating with a 25-year-old, paper-based eligibility system that lacked sufficient interfaces and data collection capabilities for efficient case processing. DHS selected C!A to help modernize, design, develop, and […]