Consulting
What if you could reclaim wasted time, clear backlogs, and spark real, lasting impact for everyone your agency serves?
Conquer Your Capacity Crisis
C!A consulting helps human services agencies tackle one of their toughest challenges: the capacity crisis – the ongoing struggle to meet ever-increasing workloads and serve customers quickly and accurately. Our consultants partner with HHS agencies to break through the bottlenecks once and for all. From strategic consulting and project management to organizational change and tech services, we have what it takes to modernize systems, streamline operations, and help teams deliver exceptional service. By combining our deep human services experience, business process redesign (BPR) expertise, and innovative SaaS solutions, C!A empowers agencies to:
Streamline service delivery.
Recover and expand staff capacity.
Simplify and accelerate eligibility decisions.
Gain real-time visibility into workflow and performance.
Streamline service delivery.
Recover and expand staff capacity.
Simplify and accelerate eligibility decisions.
Gain real-time visibility into workflow and performance.
Our proven approaches and tools – such as business process redesign, robotic process automation, AI, and integrated service-delivery platforms – lift administrative burdens, reduce backlogs, and free up staff to focus on the complex tasks that truly matter. Whether the challenge is modernizing child care, optimizing child support operations, shortening child welfare case times, automating Medicaid and SNAP eligibility, or preparing for unemployment spikes, C!A delivers measurable results:
Substantial improvements in timeliness (up to 70% faster).
Greater accuracy through standardized, repeatable processes.
Consistent increases in capacity (40%–130%).
Significant reductions of repetitive tasks via digital assistants and automated workflows.
Substantial improvements in timeliness (up to 70% faster).
Greater accuracy through standardized, repeatable processes.
Consistent increase in capacity (40% or more).
Significant reduction of repetitive tasks via digital assistants and automated workflows.
From strategic advisement and hands-on process redesign to implementation and change management, C!A creates customer-centric solutions that rise above the traditional one-size-fits-all technology model. Our expert teams collaborate with agency leaders and frontline staff to ensure new processes fit comfortably into day-to-day operations. With C!A, agencies can break free from bottlenecks and burnout cycles – and serve children, families, and communities faster, more efficiently, and with greater impact.
Business Process Redesign
At C!A, we have extensive experience helping states and counties redesign their business processes and practices, including:
- Eligibility determination for federally and state-funded safety-net programs and social services including Medicaid, SNAP, TANF, child care, Low Income Home Energy Assistance Program (LIHEAP), and General Assistance
- Child support processes of locating noncustodial parents, establishing paternity, establishing/enforcing orders, and collecting/distributing child support payments
- Child welfare processes of intake, investigations and assessments, case management, and permanency planning
- Fraud investigations, prevention, and recovery
Our comprehensive redesign efforts enable human services agencies to fix broken systems, change organizational culture, improve their capacity to meet program goals, and deliver vital services to customers faster and more accurately. The states with which C!A has worked to redesign business practices:
- Serve more families with improved accuracy and timeliness
- Complete 60%–80% of all eligibility determinations at “first contact” with the customer or interaction with the case
- No longer face federal financial sanctions or court injunctions
- Maximize the benefits of technology and integrated eligibility solutions
What makes our business process redesign unique?
C!A specializes in business process redesign. Key aspects of our work include:
> Streamlining Before Automating
Even with significant investments in technology by HHS agencies, customers may still face delays in accessing vital human services. The truth is, automation alone isn’t innovation. True improvement starts with rethinking and redesigning service delivery to address capacity challenges – and only then using technology to support those changes.
> Co-Managing Day-to-Day Operations
Our team of former human services leaders integrates directly into your operations to provide performance monitoring and oversight (M&O) of field offices and call centers. Working alongside your managers and staff, we provide guidance on workload priorities and staffing decisions to match demand, and identify improvement opportunities, propose solutions, and help manage performance to ensure workers reach their full potential.
> Revamping Eligibility Training
We apply adult learning principles to modernize your training experience and make it relevant to the work being performed. Our approach combines policy, business practices, system training, and on-the-job coaching into a cohesive and practical curriculum that prepares staff for real-world work.
> Conducting Policy Analysis
We analyze your agency’s policies through the lens of federal and state regulations to find opportunities for alignment and simplification. As part of this process, we develop user-friendly policy manuals that include clear explanations and case examples to help staff apply the rules with confidence.
Click here to read detailed case studies of 12 states that partnered with C!A to significantly increase staff capacity and improve service performance through innovative BPR.
