The agency was looking to improve the efficiency of service delivery to citizens in danger of being evicted from their places of residence who are in receipt of or eligible for cash assistance. The Capstone Strategy Group (CSG) was hired to look at the entire customer life cycle and the customer experience. The goal was to identify opportunities for improvement and make recommendations that will enable the agency to significantly reduce the wait time experienced at many of the Job Centers with a focus on the Homelessness Diversion Units (HDU).
CSG worked with key stakeholders and subject matter experts through interviews and workshops to understand and document the root cause and challenges at the different HDUs that resulted in long wait times. The project examined and analyzed processes at the Job Centers including at the reception, the interview and application processes, case processing, case routing and case resolution. This approach provided comparative data and enabled CSG to better document key differences in customer service delivery and uncover opportunities for improved efficiency and effectiveness. The final deliverable included detailed recommendations and an execution roadmap to implement suggested changes.