A staffing model for SNAP, built from stopwatch data rather than estimates.
- Client
- Social Services Agency
- Capability
- Business Transformation
- Timeline
- 2017
Key figures
- 2 benefit programs modelled
- Excel + Tableau scenario tooling
- Observed not estimated
The ask
Perform a staffing assessment and develop a staffing model for the Supplemental Nutrition Assistance Program (SNAP) and Cash Assistance Programs.
Our approach
- Built the model from real data: volumes of applicants and participants, and every type of interaction with the channel used for it. For each interaction, business process flows were created to identify the constituent steps.
- Used those process flows as the basis for duration and timing analysis — our team performed ride-alongs to observe and time the processes directly, and scraped legacy systems for the volume data.
- Conducted stakeholder interviews to identify pain points and candidate points of optimization.
The outcome
A detailed Excel staffing model with Tableau visualization, letting the agency understand current staffing needs and project scenarios against a range of options for modifying staffing. The agency used the model for both budgeting and hiring decisions.
Why it matters
Most staffing models are built on self-reported estimates of how long work takes. Timing the work directly is slower to do and produces a model people will actually defend in a budget hearing. We are now modernizing this staffing model into a reusable tool that other agencies can run themselves.
Tell us about the program.
Send us the scope. We will tell you honestly whether we are the right firm for it.