Human Service Provider | Performance Analysis and Process/Program Improvement

A human services provider located in the Mid-South region of the U.S. was operating the largest welfare-to-work program in their state. Despite its strong program outcomes, it was losing money on its performance-based contract. Public Works Partners was engaged to analyze the provider’s procedures and systems for contract management and performance tracking, review the process by which performance-based invoices were prepared, determine the disconnect between programmatic and fiscal results, and recommend improvements. We identified opportunities to better document outcomes to claim performance credit and payment, instances to automate processes to improve operational control, and strategies for leveraging case record data to better target customers. We also developed and introduced quality assurance procedures to ensure that reports and invoices were complete and accurate. Our efforts identified nearly $1 million in claimable payments, putting the program in the black. They also provided our client with better contract administration and accountability systems, developed capacity of existing staff, improved service strategy, and created efficiencies that made the program fiscally sustainable.

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