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CWDA October 2014
4
Transcript
Can We Manage Our Workload
Using Teams of Workers?
Same Day,
Emergency Interviews
Referrals
Mail/Phone
Process Applications
REs
Status
Reports
Misc.
Intake
Approvals
Transitioning
to Continuing
LOBBY MANAGEMENT
How Does This Affect Data?
Caseload = 1000
BETTER?
Challenges:
- Rising Caseload Sizes
- Uniformity of Processing
- Consistently Meeting Customer Needs
- Morale
Issues:
- Prioritizing Workload
- Worker Interruptions
- Even Distribution of Workload
Customer
Service
Center
Document
Upload
Kiosk
RECEPTION
Cases with Continuing
Programs and
New Intake
Programs
Caseload=400
Data, Dashboards
& Decision-Making:
Making it Work for the Customer
PULL
Work
OCTOBER
2014
We Used to
PULL
Work
Now We
PUSH
Work
How can we do things
OCTOBER
2011
We
Control the
DATA
POINTS
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