In delivering work supports to low-income families, “business process” refers to how a social service office greets customers, accepts applications, makes eligibility determinations, and all other aspects of helping individuals and families access and retain benefits. Like other large public and private organizations, social service offices sometimes experience challenges with inefficient processes that use outdated technology, create unnecessary burdens, and fail to work effectively for staff or families. In this report, we examine six states’ efforts to address these challenges by exploring their development of strategies, issues encountered, implementation of changes, and outcomes of their efforts.
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