Prior to making changes to the way unemployment applications were handled, it would take 5 or more days to get a decision and payment to those in need. Often times, applicants would have to call back to check the status, and request that their application be escalated. After a series of kaizen events, where they […]
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