39th Annual NAPIPM Educational Conference
August 5 - 8, 2019
Sheraton Memphis Downtown | Memphis, TN
Maximizing Technology to Enhance Customer Service
Tuesday, August 6th, 2019
3:30 PM - 5:00 PM: Breakout
Los Angeles County Department of Public Social Services aimed to increase the SNAP participation by 20% and enhance the service delivery model to connect with customers and achieve a higher rate of success in application processing and retention. The Department successfully implemented an End-to-End and telephonic periodic report process that utilizes contact center systems and captures the telephonic signature to achieve a 73% same day approvals on applications initiated and 83% success in resolving periodic report issues telephonically.