Streamlining Benefits Interviews Across City Service Centers
Modernizing the agency's interview, case processing, and recertification workflows to reduce caseworker burden, improve applicant experience, and increase processing throughput.
Caseworkers at a city social services agency were slowed by outdated interview interfaces processing thousands of cases daily. RCI modernized the core case processing system — redesigning application interview flows, recertification workflows, and change actions to reduce caseworker burden, cut wait times, and increase throughput across all service centers.
Caseworker processing time reduced for benefits interviews
Recertification workflows streamlined, reducing applicant wait times
Faster, more accurate case data capture
Increased transaction throughput across all service centers
The Situation
A major city social services agency relies on a digital case processing system for critical functions including benefits application interviews, recertification interviews, and case data changes. The existing interfaces and processing workflows needed modernization to reduce caseworker burden, improve applicant experience, and increase overall processing efficiency.
The agency needed enhanced interfaces for the high-volume benefits enrollment and recertification process to handle thousands of daily transactions across service centers.
What We Did
RCI delivered a comprehensive modernization of the interview, change actions, and processing workflows within the agency's case processing system. The work focused on benefits application interviews, recertification workflows, and case data change activities.
The team redesigned existing interfaces to reduce complexity, improve data capture accuracy, and accelerate processing times for the thousands of transactions processed daily across the agency's service centers.
The Impact
- Modernized interview interfaces reducing caseworker processing time for benefits applications.
- Streamlined recertification workflows improving applicant experience and reducing wait times.
- Enhanced case data capabilities enabling faster and more accurate case updates.
- Increased processing throughput across agency service centers.
Disclosure: Certain technical details and timeline elements are summarized to protect client security posture and confidentiality requirements.
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