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DHS — Department of Human Services
Deep dive into SLA performance, root causes, and modernization opportunities.
On-Time
82.4%
Overdue
24,992
Refund Avg
19d
Paid Out
$312K
$ At Risk
$593K
SLA by Permit/License Type
Childcare Assistance Voucher
Online · 9000 overdue
28d / 30d
2d under
SNAP Vendor Authorization
Online · 1640 overdue
18d / 21d
3d under
Root Cause Breakdown
Volume overload40%
Verification delays28%
Staffing constraints22%
System limitations10%
IT Modernization Recommendations
Automated eligibility verification
Estimated Impact40% reduction in processing time
Implementation Cost$300K implementation
Annual Savings$280K/yr in avoided refunds
Self-service portal for SNAP vendors
Estimated Impact30% reduction in queue times
Implementation Cost$85K implementation
Annual Savings$95K/yr in avoided refunds