CARS Process Improvement Initiative

About the Program

Category: Human Services (Best in Category)

Year: 2012

In the face of historically high caseload increases and diminishing resources, the Boulder County Housing and Human Services Department’s benefits eligibility team embarked on a highly innovative process improvement initiative to develop the efficiency, effectiveness and quality of self-sufficiency programs that support low-income children and families. Utilizing agile project management principles within the department’s Self-Sufficiency and Community Support Division, the Community Assistance and Resource Services (CARS) program staff have quantifiably improved customer service, implemented best practice models with proven results, improved benefits issuing timeliness, cross-trained staff for improved accuracy and efficiency, added work-time by reducing staff interruptions, and created a balance in workload for all team members, all in one year’s time. The innovative approach to the CARS process improvement initiative epitomizes agile governing. From making the application process easier and faster for clients to reducing interruptions for caseworkers and creating more of a team-centered approach to customer service, management and staff at CARS are setting an excellent pace for other counties across the nation to follow. On a greater, community-wide level, these business process improvements have enabled a larger human services system shift that is assisting thousands more clients in Boulder County.