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Post ACA, there are tremendous opportunities to improve the service delivery experience.
The District of Columbia has long had a vision of enabling a custom experience for each family. Trey Long, PMO Director for DC Health Link, Washington, DC Department of Human Services, discusses this in context of the ACA implementation. He focuses on efforts to make for a more connected, citizen-focused service experience—from changing the way that people view and interact with agencies to understanding who is using the new system and what kind of channels they prefer.
Originally presented at The 2013 Human Services Summit: Leadership in an Era of Disruption
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