The first issue brief in KPMG's series on integrated service delivery.
Many states still rely heavily on manual-based business processes that are supported by limited automation to deliver health and human services, especially throughout the eligibility and enrollment process. However, states across the country are aggressively pursuing opportunities for program and service delivery integration. Meanwhile, citizens are increasingly expecting more self-service options, providing a significant opportunity for states to transform their delivery channels, while enhancing the client and applicant experience and satisfaction.
The first issue brief in KPMG's series on integrated service delivery focuses on integrated channel management, highlighting the critical ways states can unlock the power of delivery channels to enhance client self-service, improve customer experiences, drive clients towards the “right door” that benefits them, and realign costs to worker-based activities that will improve client outcomes.