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Commissioner Monahan receives the Executive Leadership – Technology Champion Award from Bill Oats.

Commissioner Monahan receives the Executive Leadership – Technology Champion Award from Bill Oates.

In recognition of the successful implementation of the Department of Transitional Assistance’s (DTA) Business Process Redesign, Commissioner Stacey Monahan was recognized at the annual Massachusetts Excellence in Technology Awards for DTA’s new Business Process Redesign (BPR).

The Department’s  new business model and technological advancements ensure efficient and accurate eligibility determinations, as well as better  service for clients calling for assistance.  For those serviced by DTA, these changes mean fewer unnecessary office visits and calls, faster determinations, and the confidence that the information they submit will be processed in a timely manner.

Presented by the Commonwealth of Massachusetts’ Chief Information Officer Bill Oates, Commissioner Monahan received the ‘Executive Leadership – Technology Champion’ award for its Business Process Redesign (BPR) of the Supplemental Nutrition Assistance Program (SNAP) that launched on October 27. Rather than utilizing a caseload system, where a manager could have up to 1,000, caseloads have been redesigned to be handled by First Available Workers (FAW) who are able to help any client, anywhere the state. The implementation of the FAW model is a national best practice which has both lessened the load for caseworkers and improved the speed at which clients receive assistance.

This year, DTA also introduced an enhanced integrated voice response (IVR) phone system to ensure clients connect with a worker who is best able to assist them, in the least amount of time.  By allowing clients to check their case status, request income verifications and update their contact information without having to speak to a case worker, DTA has cut the wait times on the IVR assistance line to less than 4 minutes.

“DTA is committed to providing our clients the best possible service in the least amount of time. Our Business Process Redesign has allowed us to ensure that we are honoring this commitment,” said Commissioner Monahan. “I am incredibly thankful for all of the dedication and hard work that our staff put into making these major changes.”

The Excellence in Technology awards program is part of the Massachusetts Digital Government Summit and honors outstanding achievements and innovative technology initiatives within the state’s public sectors.

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Communications Director, Executive Office of Health and Human Services

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