The State of Connecticut Commission on Human Rights and Opportunities was faced with a large backlog of 200 cases, and there was frustration from staff and residents about the process.
After learning about Lean methods, they formed a committee to review each step of their process, including forms and templates, to figure out what needed to be changed or streamlined or eliminated. They were able to transfer many forms from paper to online to make it more efficient and easier for residents to access services and support.
As a result, they are now on track to eliminate their backlog down to zero by the summer, even with an increasing number of cases coming in.
They also consolidated their data from numerous sources into something more usable, and they were able to track their complaints visually on a state map to help prioritize which counties required outreach, education and enforcement the most.
You can watch the 5-minute video called “2016 Lean Showcase – Commission on Human Rights and Opportunities” at https://www.gembaacademy.com/guests/state-of-connecticut