Alaska was experiencing an economic downturn due to the drop in oil prices, constricting budgets for state agencies including Department of Health and Social Services (DHSS).
They redesigned teams to create work processes that are faster, more accurate, flexible, and focused on using precious eligibility worker time only on value-added tasks. As-is process mapping was conducted, barriers and bottlenecks were identified, and new processes were developed.
They were able to standardize measures and goals statewide. They have also standardized many practices, and all regions and offices are completing their work in a consistent manner.
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