Client
Social Services Agency
Engagement
Operations Modeling
Timeline
2017
A staffing model for SNAP, built from stopwatch data rather than estimates.
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.
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.
Building a team for a bid?
Send us the scope. We will tell you honestly whether we are the right partner for it.