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State-of-the-Art Social Services, Customer Service Implementation

Designed and Implemented a State-of-the-Art Customer-servicing Information and Referral Service for The Department of Human Services for one of the largest U.S. metropolitan areas

Overview:

Designed and Implemented a State-of-the-Art Customer-servicing Information and Referral Service for The Department of Human Services for one of the largest U.S. metropolitan areas

Business Issue:

With the proliferation of specialized programs, it was increasingly difficult for citizens to identify and locate the appropriate community-based service providers to meet their needs.

Actions:

Delivered and implemented Answers, Please!, an Operations Strategy detailing a state-of-the-art social service information and referral service
Increased methods and locations for customers to access the Answers, Please! database to obtain social service information and referrals
Increased the ability to analyze social service demands and the service providers by geographic area to identify any service gaps and their locations

Results:

Enhanced customer service through the development of an effective service provider network
Improved the skill level of every Community Resource Advisor to meet or exceed the expectations of citizens
Enhanced the database information to show the majority of service providers

What Our Clients Say

"Our team spent a lot of time debating whether or not to hire an outside consultant for this project, but partnering with RubinBrown was one of the best strategic decisions we could have made. The level of service and their commitment to meeting our specific needs blew us away. We know we chose the right ERP system, but that's because we chose the right consultant to help us get there."

CIO

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State-of-the-Art Social Services, Customer Service Implementation

State-of-the-Art Social Services, Customer Service Implementation

Overview:

Business Issue:

Actions:

Results:

What Our Clients Say

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