Mecklenburg County Economic Services Division All Access Mobile Application

About the Program

Category: Human Services (Best in Category)

Year: 2021

Prior to July 2017, customers of the Mecklenburg County Department of Social Services (DSS) were only able to contact the department by mail, fax, phone or in person. Such options limited customers’ ability to access the department’s services remotely. To reduce the need for customers to contact Mecklenburg County DSS in person, in July 2017, the department created a Process Improvement Task Team that developed an All Access Mobile Application to enhance customer service and make case processing more efficient. Not only did the application reduce customers’ need to contact the department in person, but it also helped reduce the need for customers to take time off work to come to the department, take a bus, pay for ride, etc. The application is expected to re-direct customers from the physical need to come to the department allowing them to submit information via the application, get answers to questions, and/or apply for benefits via the safety of their own homes 24 hours a day, 7 days a week. This application will also allow DSS to redirect case workers to spend their time more efficiently. In addition, the application allows for equal access to services for customers with limited English proficiency.