Policy & Practice | Fall 2025

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By Pat Aguilar

From Assessment to Automation: A Blueprint for Human Services Program Modernization

M odernization, automation, and optimization remain strong driving forces behind the evolution of public programs. Across the country, human services program leaders are seeking modernized workforce models, automated processes, and optimized technology to address inefficiencies and drive continuous improvement. As you explore new technology and other opportunities for innova tion for your program, continue to be mindful of the impact on and inte gration with your staff, workflows, and assignments. Your program will benefit most from technology invest ments—whether modernizing or replacing systems—when its processes are streamlined, and this requires a complete understanding of your infra structure and operations. Break the Rework Cycle to Achieve First Contact Resolution Program processes are intercon nected—one delay can halt or limit the effectiveness of an entire decision loop. If an initial process is not completed promptly, your staff will be burdened by workarounds, spending critical time reworking processes that should have already been completed. An incomplete or delayed initial process also leaves the public waiting for information, services, or benefits. For example, customers may make repeated inquiries to learn the status of an application, creating addi tional tasks and further diverting your staff from other work activities. In short, to become more efficient and effective, it’s critical to minimize

rework by creating streamlined business and technical processes focused on first-contact resolution. Gain a Full Picture of How Your Program Functions Completing a program assessment allows you to identify and document the ineffective components of your pro gram’s current business and technical processes. These components create bottlenecks, necessitate manual work arounds, or generate additional work. They may include multiple manual steps or require data entry numerous times. Consider bringing in an indepen dent and experienced partner with expertise in public policy, government

program operations, and process opti mization to guide you through these four key steps: 1. Collect data. Use focus groups, surveys, and observation to under stand how much work exists, how long tasks take, and how your staff experiences their work. Knowing exactly how long it takes to complete a work activity strengthens your analysis. 2.Map processes. Identify the data flows and note the business process handoffs and bottlenecks. 3.Analyze results. Identify repeti tive tasks and other root causes that present opportunities to create efficiencies. Assess where skills and

Illustration by Chris Campbell

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Policy & Practice Fall 2025