State government officials say Nebraskans trying to access governmental benefits aren’t having to hang on the phone as long as in the past.
State Chief Operations Officer Felix Davidson says ACCESSNebraska call-wait time has dropped from nearly 24 minutes to under five minutes.
Davidson says a big reason for the improvement is a simple step: picking up the mail at two o’clock in the morning.
Davidson explains the state previously had not gotten the mail until 9 o’clock in the morning. Workers now pick up the mail at 2am, straight from the United States Postal Service Omaha processing center. Relevant documents are receiving and scanned; processed into the system by the time the lights go on at the 50 local ACCESSNebraska offices.
That allows ACCESSNebraska call takers to answer the most asked question: do you have my document?
ACCESSNebraska, created in 2008, runs a call center which processes government assistance applications, such as for food stamps and Medicaid.
Davidson says the state cannot be satisfied, even with such improvement.
“So, even though our results are showing improvement, we’re just getting started,” Davidson says during a news conference in the governor’s office. “We are absolutely not going to take our foot off the gas here. We’re going to keep going, because there are many, many things that we still have in front of us that are opportunities to drive process improvement.”
According to figures from the governor’s office, wait times for ACCESSNebraska call centers processing food stamp applications have fallen from a two-year high of 23 minutes and 51 seconds in August 2014 to a low of 4 minutes and 42 seconds in September 2015.
Performance metrics are available online by clicking here.