Redesigning Workflow to Increase Efficiencies

At the Los Angeles County Department of Workforce Development, Aging and Community Services (WDACS), staff handling frontline services can spend as much as 60 to 70 percent of their time on internal workflow. Rather than using their time on procurement, approvals, and other internal tasks, the team’s goal is to spend that time helping clients. Workflow gaps across the department can also affect the transition of tasks, further slowing down operations. 

To become more efficient, WDACS is partnering with FUSE executive fellow Norvell Thomas to analyze its workflows, determine critical tasks, create a plan to streamline high resource workflows, and identify points of connection between workflows to ensure smoother transitions. Freeing frontline staff from administrative tasks will allow them to provide increased services to the county’s residents.

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