Customer Service Center Intake Project

About the Program

Category: Information Technology (Best in Category)

Year: 2021

The Department of Public Social Services (DPSS) serves more than 3.5 million Los Angeles County residents and administers safety net programs to provide services to individuals and families in need. The Customer Service Center (CSC) Intake Project was launched to offer a new service to County residents by combining technological innovations with Lean Six Sigma process enhancements to provide expanded application options. CSC Intake staff are trained and equipped with the necessary tools to collaborate with customers to obtain required verifications and apply for benefits in a streamlined application environment. Customers can apply for CalFresh and/or Medi-Cal benefits over the telephone, and in many instances, obtain approval on the same day. Due to the COVID-19 Pandemic, the CSC’s incorporated extended service hours, with staff ready to assist between the hours of 7:30 a.m. and 7:30 p.m., Monday through Friday, and 8:00 a.m. to 4:30 p.m. on Saturdays. This customer-centered approach benefits Department customers and serves as a model for continued expansion, especially as the County continues to battle the effects of the COVID-19 health pandemic.