Accomplishments
LEAN Initiative
Texas Legislative Budget Board (LBB) sets strict performance measures for SWI. SWI must maintain an annual average hold time of 8.5 minutes or less on the English queue. In fiscal year 2019, SWI assessed 772,206 contacts (more than 2,100 per day), while achieving an average hold of 7.8 minutes. That was a 34% improvement over the previous year.
SWI achieved these significant improvements through an efficiency initiative known as “LEAN”. LEAN streamlined the intake process, allowing SWI to handle more calls in less time. Most importantly, lower hold times allow DFPS to help more clients. LEAN included:
- Quick win policy updates/clarifications.
- A redesigned interview process.
- Tools to help staff track and plan their work.
- A toolbox of resources and skills to reduce call-handling time.
April 2019 was the first month where all LEAN processes were used. It’s also the busiest month of the year, yet SWI was able to post the lowest hold time in 15 years while handling 4,593 (8.7%) more contacts than in April 2018. Since April, SWI has continued to see lower hold times with increased contacts assessed. SWI broke the all-time (since 2002) record for shortest hold times for June, July, and August 2019. LEAN has been widely recognized for its success and other states (Illinois, Connecticut, and Michigan) have explored if LEAN can help improve their processes as well.
Continuity of Operations
SWI strives to be as efficient as possible, while supporting its staff. SWI has two satellite offices (El Paso and Texarkana) and secure telework accounts for about 50% of all work performed. This provides better continuity of operations if a weather event, for example, should affect operations at the main contact center in Austin. It also gives SWI staff flexibility and savings from not commuting to headquarters. Plus, it reduces traffic congestion and pollution in the Austin. In FY 19, about 20 SWI employees were moved to satellite offices with a goal to add another 40 satellite staff by the end of FY 20.