After taking the Peak Green Belt Training, Rachel Lindgren identified an area of improvement with her team & partners, improving the overall quality of the “Intern Trails Onboarding Process” by 25-30%. Interns were frustrated that they weren’t getting their computers and gaining access to TRAILS until well into their internship (2-3 months). This delay in […]
The State of Rhode Island’s Department of Human Services (DHS) wanted to improve their business processes because they struggled with issues such as increased workloads and antiquated business processes that resulted in long wait times and many repeat visits before families received their benefits. After partnering with Change & Innovation Agency (C!A), they developed readiness plans […]
Written by Brion
From 2009 to 2011, Hawaii’s staffing levels for the Department of Human Services (DHS) and Benefit, Employment & Support Services Division (BESSD) was reduced by 50% due to budget cuts. Consequently, Hawaii was facing a federal class action lawsuit and penalties for not providing benefits in a timely manner. C!A (Change & Innovation Agency) worked […]
Written by Brion
The State of New Mexico’s, Department of Human Services (DHS) was facing a staff shortage as SNAP caseloads and errors in processing were increasing. DHS was also operating with a 25-year-old, paper-based eligibility system that lacked sufficient interfaces and data collection capabilities for efficient case processing. DHS selected C!A to help modernize, design, develop, and […]
Written by Brion
In 2012, Denver Human Services (DHS) was taking up to five days before a worker could begin reviewing a case to determine if an individual may be eligible for benefits. To better meet the needs of their customers, the scanning team decided to make their process more efficient. Over the course of 6 months, process maps were created, […]
Written by Brion
The staff at Denver Human Services (DHS) process and index thousands of documents daily. Their goal is to turnaround documents within 24 hours. Their solution was to create a “Golden Ticket” document that moves with the stack of documents processed for that day. By noting when the document was put in the stack and when […]
Written by Brion