Oklahoma Department of Human Services Case Study

When the Oklahoma Department of Human Services (OKDHS) set out to reengineer its child care eligibility delivery model throughout the state, EDS not only delivered a best-in-class service delivery solution, but an enterprise foundation for integrating other human services programs.

The new business model met the agency's identified goals to optimize resources, streamline job functions, enhance relationships with community partners and better control turnover. It creatively applied private industry business models to make policies and processes more consistent and manageable across the state. Additionally, the model emphasizes the measurement of desired service outcomes. And by redefining system capabilities, the model includes critical support functions for training, communication and organizational change management.