Case Study: Business Process Review

The Client:
Commonwealth of Massachusetts Department of Transitional Assistance (DTA)

The Project:

1. Review of Food Stamps Business Process
2. Food Stamps Call Center Implementation

The Challenge:
Massachusetts’ 26 statewide Transitional Assistance Offices (TAOs) had been experiencing significantly increased caseloads and staffing reductions. PCG was retained to conduct a business process review of the MA Food Stamps program at the 26 TAOs. The review assisted the state with staffing issues, technology recommendations, federal compliance issues, and improving customer service at the regional offices.

The PCG Approach:
PCG took measured steps to review and analyze the MA Food Stamps program, including:

• Conducting site visits at four Transitional Assistance Offices (TAOs) to interview case managers, other staff, and observe office practices;
• Developing an online survey for Food Stamp Case Managers to provide further insight into the system and recommend improvements;
• Researching best practices in other states;
• Producing a Customer Service survey for Food Stamp Offices to measure client satisfaction;
• Creating a report with suggestions for creating efficiency in the food stamp business process.

The Result:
Upon completion of the Business Process Review, DTA hired PCG to design a Food Stamp call center, one of the recommendations from the report. The call unit allows Food Stamps clients to receive case information without having to contact their case mangers. PCG assisted DTA with the following specific tasks for the call center implementation:

• Redesigning the work flow and work responsibilities of case managers and call unit workers.
• Procuring a new telephone system for the unit and local office.
  Procuring call center tracking technology.
• Conducting staffing analyses, developing staffing models and creating staffing roles, responsibilities and job descriptions.
• Developing curriculum and training new call unit workers.
• Developing internal and external marketing materials.