The Arizona Department of Economic Security was struggling to keep up with unemployment insurance benefit claims and calls to their support center. Before embarking on Project Lean, they were only answering 47% of the calls received, with average hold times of 100 minutes. The improvement team mapped the current state process, and removed waste and […]
From 2009 to 2010, the State of Arizona’s SNAP caseload increase was ranked 5th in the nation. During this time, the state had to eliminate 300 eligibility positions due to budget cuts. The Department of Economic Security (DES) joined with Change & Innovation Agency (C!A) and analyzed the agency’s most important eligibility practices to determine […]
Written by Brion