The Division of Public Assistance staff continue to embrace the principles of Business Process Redesign (BPR) by effectively and successfully following the principles!
What’s Happenin’ with Statewide BPR efforts?
Your daily efforts are directly impacting our Customer Interactions with every client you see! By taking care of the customers entering DPA through the various access points (lobby, mail, and fax) with one touch resolution, this reduces multiple customer contacts. Approximately 8 out of 10 (80%) customers receive a decision to their eligibility of benefits during the first contact with us. Remember, this is the most effective strategy to eliminate unnecessary touches and repeat client contacts to address customer needs at the onset of the request whenever possible. Keep up the great work of approving/denying eligibility during our first contact!