The Government of the District of Columbia’s Department of Human Services (DHS) selected Change & Innovation Agency (C!A) to help design, develop, and deploy new practices for its human services programs in an effort to realize process efficiencies in its operations, as well as improve accuracy.
C!A assessed DHS’ existing practices and redesigned the process solutions, while also providing ongoing management support and monitoring and oversight activities.
After help from C!A, DHS is able to provide same-day service and on-demand interviewing and case processing at its Service Centers, as well as for non-lobby work, and is increasing access to and participation in SNAP and Medicaid programs. DHS has reduced its re-open rate, which has led to less churn.
Read the entire article at https://changeagents.info/wp-content/uploads/2018/12/DC-Case-UPDATED-12-17-18.pdf