The Government of the District of Columbia’s Department of Human Services (DHS) selected Change & Innovation Agency (C!A) to help design, develop, and deploy new practices for its human services programs in an effort to realize process efficiencies in its operations, as well as improve accuracy. C!A assessed DHS’ existing practices and redesigned the process solutions, while […]
The Department of Social Services (DSS) for the State of Connecticut partnered with Change & Innovation Agency (C!A) to embark on an effort to redesign its business/eligibility processes with the goal of increasing its staffing capacity to withstand workload increases and program complexity. As-is process mapping was conducted, barriers and bottlenecks were identified, and new […]
Written by Brion
One of the most pressing challenges facing the Department for Children and Families (DCF) in Kansas was limited staffing resources to handle the increased demand for services. The DCF leadership group’s primary goals were to control and reduce fraud, achieve efficiency of service delivery, move towards virtual/online services, and focus on self-sufficiency of DCF clients. […]
Written by Brion
The State of Nevada had the highest unemployment and foreclosure rates in the country in 2010, and was facing skyrocketing demand for Medicaid and other social services. The Nevada Department of Health and Human Services (DHHS) and Division of Welfare and Supportive Services (DWSS) engaged Change & Innovation Agency (C!A) to analyze their work processes and […]
Written by Brion
From 2009 to 2010, the State of Arizona’s SNAP caseload increase was ranked 5th in the nation. During this time, the state had to eliminate 300 eligibility positions due to budget cuts. The Department of Economic Security (DES) joined with Change & Innovation Agency (C!A) and analyzed the agency’s most important eligibility practices to determine […]
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
One of our most fantastic stories is about our partnership with Trinity Rescue Mission (TRM), and increasing participation in their Lifeline program. After careful study of the program organization and interviews with participants, the project team suggested policy and procedural changes. With TRM’s implementation of these improvements, participation in the Lifeline program increased to 75 […]
Written by Brion
Laurie Ann Wagner from the Connecticut Department of Social Services helped start their lean project in 2012. She learned about Lean methods, but also noticed some similarities to previous improvement methods she was familiar with, so it came easy to her. One of the first problems they tackled was realizing that forms were redundant across […]
Written by Brion