Serving the public, not the paperwork: How to free up time for HHS caseworkers

Government agencies, particularly those involved in health and human services, face significant challenges due to outdated technology and manual processes that consume the majority of caseworkers' time, leaving little room for the critical work of evaluating and assisting applicants. A federal study highlighted that caseworkers spend an average of 4.3 hours of their workday on paperwork, a situation exacerbated by rising application volumes and evolving compliance requirements, notably in programs like the Supplemental Nutrition Assistance Program (SNAP). The manual entry and sorting of applications not only introduce errors and delays but also increase security risks. In response, agencies are turning to automated solutions, including AI-powered classification and intelligent policy review, which streamline document intake and processing, improve compliance, and refocus resources on serving people. This technological shift, exemplified by platforms such as Box, allows for structured data intake, automated metadata population, and AI-assisted eligibility determination, transforming workflows to enhance efficiency and service delivery. These systems offer benefits including faster case processing, improved compliance, and the ability to handle increased workloads with existing staff, ultimately fostering greater public trust and streamlined service for applicants.

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