75% FasterBenefit Application Processing
How Department of Social Services digitized citizen services, improving satisfaction by 58% while saving $3.2M annually
About Department of Social Services
The Department of Social Services is a state government agency serving over 2 million residents, managing multiple benefit programs including healthcare assistance, food assistance, and unemployment benefits. With 12,000 employees across 85 regional offices, the department processes millions of applications annually.
As application volumes increased and citizen expectations evolved, the department's paper-based processes became increasingly problematic. Citizens complained about long wait times, staff was overwhelmed with manual verification tasks, and operational costs continued rising. Leadership recognized that digital transformation was essential to serving citizens effectively in the 21st century.
The Challenge
Manual processes failed to meet citizen needs in the digital age
Paper-Based Benefit Applications
Citizens waited weeks for benefit applications due to manual processing
Manual Eligibility Verification
Staff manually verified eligibility across multiple government databases
Limited Transparency
Citizens had no visibility into application status, leading to frustration
Document Storage Burden
Physical document storage across facilities created access and security issues
The Digital Solution
Ademero's platform modernized citizen services for the digital age
Digital Citizen Portal
Online application submission with real-time status tracking
- Mobile-friendly portal
- Document upload
- Status notifications
Automated Eligibility Verification
AI-powered verification across government databases
- Multi-database integration
- Automated verification
- Rule-based decisioning
Secure Document Processing
Encrypted document management with audit trails
- End-to-end encryption
- Access controls
- Complete audit logs
Case Management Workflows
Automated routing and approval workflows for multiple benefit programs
- Intelligent routing
- Approval automation
- Workload balancing
Transformational Results
Digital services delivered dramatic improvements for citizens and operations
Processing Time
Citizens receive benefits when they need them most
Citizen Satisfaction
Transparency and speed improved public perception of government services
Annual Operating Costs
Automation freed resources for expanded services
Processing Errors
Automated verification eliminated most manual errors
Government Leadership Perspectives
Hear from the public servants who led this transformation
“We've transformed citizen services from a bureaucratic maze to a streamlined digital experience. Citizens get answers in days, not weeks, and they can track their applications online just like tracking a package.”
“The automated eligibility verification has been a game-changer. We can now focus on complex cases and helping citizens navigate the system, rather than manually checking databases for hours each day.”
“Citizens appreciate the transparency. They can see exactly where their application is and what's needed next. The reduction in status inquiry calls means our staff can help people who really need assistance.”
Key Success Factors
Phased Implementation Approach
The department rolled out the digital platform in three phases over 12 months, starting with a pilot program in two regional offices. This phased approach allowed staff to adapt gradually while providing early feedback to refine the system. By month six, 30 offices were live, and full deployment was completed by month 12 with 95% staff adoption.
Change Management Excellence
Leadership invested heavily in change management, providing comprehensive training programs for all staff. The department created “Digital Champions” in each office who served as local experts and advocates. Regular town halls addressed concerns and celebrated early wins, building momentum and confidence across the organization. This human-centered approach proved critical to achieving widespread adoption.
Security and Compliance First
From day one, security and regulatory compliance were non-negotiable requirements. The platform was designed to meet CISA cybersecurity standards, with end-to-end encryption, multi-factor authentication, and comprehensive audit logging. All data handling processes comply with federal privacy regulations, ensuring citizen information remains protected throughout the application lifecycle.
Modernize Your Citizen Services
Join leading government agencies using Ademero to transform public service delivery