Business Process Redesign in Washington

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 application and interviews; verification and eligibility decisions; and maintenance and re- certification.

Outcomes included:

  • A reduction in the average time to process applications and issue benefits by 65% – from 18 days to three days
  • Increasing the percentage of families receiving benefits on the day of application from 50% to 80%
  • Achieving administrative efficiencies in excess of $32 million
  • Providing benefits to 30% more families despite losing up to 300 staff
  • Developing tools to bring consistency to the eligibility determination work
  • Developing standard operating procedures
  • Identifying and documenting best practices

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