The Michigan Department of Human Services Office of Child Support assists parents with their financial obligations to their children, providing a range of services to them as well as to employers, hospitals and schools.
Recognizing the need to improve the child support case intake process, the Office initiated a rapid process improvement assessment in June 2013. The goal was to realize fast, high-impact results while keeping stakeholders involved and boosting morale.
Working with Accenture, the Office completed a Kaizen event—a lean process improvement method known for delivering quick results. In just six weeks, the team identified more than 30 solutions to increase process speed, process cycle efficiency and rolled throughput yield across 12 sub-processes. Since implementing the recommendations, case intake team output has improved by 40 percent.