Modernization, automation, and optimization remain strong driving forces behind the evolution of public programs. Across the country, human services program leaders are seeking modernized workforce models, automated processes, and optimized technology to address inefficiencies and drive continuous improvement.
As you explore new technology and other opportunities for innovation for your program, continue to be mindful of the impact on and integration with your staff, workflows, and assignments. Your program will benefit most from technology investments — whether modernizing or replacing systems — when its processes are streamlined, and this requires a complete understanding of your infrastructure and operations.
Break the rework cycle to achieve first-contact resolution
Program processes are interconnected — one delay can halt or limit the effectiveness of an entire decision loop. If an initial process is not completed promptly, your staff will be burdened by workarounds, spending critical time reworking processes that should have already been completed. An incomplete or delayed initial process also leaves the public waiting for information, services, or benefits. For example, customers may make repeated inquiries to learn the status of an application, creating additional tasks and further diverting your staff from other work activities.