Improving the Dignity of the Client Experience One Step at a Time

There is a significant cultural shift happening in Health and Human Services in California, as well as the rest of the United States. Decent, dignified and even excellent customer service is no longer the domain of the private sector. In 2010, President Obama heralded this shift in Executive Order 13571 to improve customer service in government services:

“With advances in technology and service delivery systems in other sectors, the public’s expectations of the Government have continued to rise. The Government must keep pace with and even exceed those expectations.”

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One step towards realizing this cultural shift in Health and Human Services in California took place in Fresno County recently. Fresno County Department of Social Services and InTelegy collaborated on a project to improve the client experience and open up channels of access for families receiving CalFresh and Medi-Cal services.

Our shared goal was to implement new ways to serve their county’s families, children, and seniors better. Specifically, Fresno County DSS was looking for ways to improve access to service, modernize their internal workflow, and enhance the experience of families seeking CalFresh and Medi-Cal services.

Together, we designed a model for the department flexible enough to expand rapidly, and not only serve more clients, but to serve them in the way that best suited the individual clients’ needs. We upgraded the lobby, added more immediate customer service assistance, and brought in new technology to open up new channels of access and give clients improved online and phone options.

The results were huge leaps in the dignity of the client experience as well as efficiency and predictability in the delivery of those benefits by the Fresno County Department of Social Services. Read more about our partnership with Fresno County in our latest case study:

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