Karen Heng, Children and Family Services deputy director, says the goal is better workflow and customer service.
“Our federal partners hold us accountable for the timeliness of application processing as well as the accuracy in which we do our work,” Heng tells Nebraska Radio Network. “These projects are designed to improve our efficiency and also let us offer improved customer services.”
The USDA Food and Nutrition Service grant will allow the state to text message clients about appointments or needed information.
“A second focus is to acquire some software to be added to our phone system that will enhance our scheduling and calculations around how much staff do we need around each type of work that we do at the customer service centers,” Heng says.
The grant will also pay for new communication technology for scanning, call wait times, and internal messaging.
The improvements will be made next year and Heng says they will evaluate the effectiveness of the services in 2018.