Social Services Transformation

At the beginning of the pandemic, many government organizations rapidly transformed their operations to assist individuals and families in need. While these efforts addressed immediate needs, they also demonstrated how a phased approach will be critical to long-term transformation that goes beyond the rapidly developed point solutions that characterized some COVID-19 relief programs. This paper outlines how social services agencies can take a modular approach to modernization to automate key business processes underpinning assistance programs — from personalized advice, the application process, and eligibility verification through payment — to drive lasting transformation.