D.C. DHS Increases Access to SNAP and Medicaid Programs

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 […]

Connecticut Improves its SNAP Timeliness Rate from 57% to 99%

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 […]

State of Kansas Reduces Fraud and Increases Assistance Efficiency

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. […]

New Mexico Redesigns and Modernizes DHS for Efficient Case Processing

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 […]

CEA Showcase: Reducing Homelessness with Trinity Rescue Mission

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 […]