Creating the Virtual Front Office
Faced with the challenge of replacing multiple aging information systems, each of which holds just a partial view of a family's situation, human service agencies are seeking ways to deliver better constituent service while renewing information systems in a low-risk, evenly paced manner. This paper explores the concept of the virtual front office, a powerful strategy for modernizing the delivery of human services while streamlining the way agencies engage with their clients. In particular, it incorporates lessons learned from organizations that have realized dramatic service efficiencies by using technology to intelligently re-balance tasks between trained caseworkers and lesser-skilled staff.
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