Case studies

Human service IT implementation
After assuming leadership of a large human services program, we found that the agency was failing in implementing an enterprise-wide benefits delivery system. Thousands of clients could not access their cash, food stamps and Medicaid benefits in the first few offices converted to the new system. We halted implementation and identified the problems in execution: a lack of commitment among agency managers, little understanding of the new system, no performance measures, inadequate training, restrictive computer programming and a wildly optimistic implementation schedule.

We created an implementation campaign that developed project leaders, set performance targets and measures, provided training, created technical assistance teams, added hardware and reprogrammed software to reduce operator errors. We ran a pilot, adjusted the campaign and rolled it out to all 60 field locations under an aggressive but reasonable implementation schedule. We met the schedule and protected client benefits throughout the process.

We used this project as a model for subsequent campaigns that improved customer service and reduced payment errors by more than 30 percent.