Starting Semester: Spring 2023
Assigned: Yes
Location: Atlanta

Department of Human Services

Client Profile

The Department of Human Services, Division of Family and Children Services (DFCS), Office of Family Independence provides eligibility determinations for programs including Supplemental Nutritional Assistance Program (SNAP, formerly referred to as Food Stamps), Temporary Assistance for Needy Families (TANF), and Medical Assistance, including Medicaid and PeachCare for Kids. All OFI program have an income-eligibility component as well as other eligibility criteria such as an age requirement. OFI is comprised of more than 2,600 team members that serve in all 159 counties of Georgia and operate Georgia Gateway to support eligibility determinations.

Project Description

Georgia DHS moved to the DHS One Number, which unifies various numbers in the Department on one interactive voice response and unites call centers. Understanding appropriate call routing, prioritization, accessibility, and volume response to optimize call flows and routing is paramount to the Department's responsiveness to customers on vital programs that serve Georgians each day.

The Customer Contact Center can receive more than 20,000 calls a day and works to keep abandonment rates low while also keeping the average rate to answer at a minimum. Due to the large and various call volumes, we are looking for a proposal to address effective routing, menu optimization, call center staffing and structure.

Through process improvement and optimization review we are looking to:

- Increase optimization of customer selections

- Reduce the misdirected or misrouted calls to improve customer experience

- Increase accessibility of customer responsiveness


Process Improvement, data analysis, critical thinking, modeling