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Technology Speaks: State Government Use of Self-Service Systems

(Self) Service with a Smile


Deloitte’s HHS leaders discuss how several states are implementing self-service systems to reach more citizens in need and handle larger caseloads without the need for a larger workforce.

The recession means many states are seeing dramatic increases in the number of citizens applying for aid. States that have implemented self-service systems within the last several years are finding they are not only able to better handle rapidly increasing caseloads, but they are also better positioned to meet looming advanced benefit delivery needs.

Sundhar Sekhar, principal and HHS practice leader with Deloitte Consulting LLP, and Dr. Wade Horn, HHS director, Deloitte Consulting LLP, recently wrote an article for the American Public Human Services Association’s (APHSA) Policy & Practice magazine. The article discusses how states like Wisconsin, New York, Georgia, Massachusetts and New Mexico have used self-service portals to improve both how they do business and how they serve citizens.

Download the full article below.

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