New York City Department of Social Services/Human Resources Administration
The New York City Department of Social Services, comprised of the Human Resources Administration (HRA) and the Department of Homeless Services (DHS), serves more than three million New Yorkers annually through a broad range of services that aim to address poverty, income inequality, and prevent homelessness. One of the largest social services organizations in the world, the NYC DSS administers many public assistance programs, including Temporary Assistance for Needy Families (TANF), Supplemental Nutrition Assistance Program (SNAP), and a large complex shelter system.
“Working with Diona’s solutions has opened up a new, cost-effective, and powerful way for us to engage with the people we serve.”
— Lauren Aaronson, Deputy Commissioner for Business Process Innovation NYC Department of Social Services
DSS is leading the way in changing how people engage with a health and human services organizations through citizen self-service tools. Using Diona Uploads and Diona Self Service, DSS has implemented mobility solutions that allow New Yorkers to interact with DSS in an innovative and convenient way, while improving the efficiency and productivity of DSS employees and operations. The results:
Processed 3,000,000 pages of documentation through the app and reduced employee administration time by 4 minutes per case.
Saved 4,995 days of work to date.
Lowered rejection rates for failure to provide documentation by 20%.
Reduced center visits, with a 37% decrease in visits undertaken to return documents leading to the avoidance of approximately 600,000 center visits to date.
Reduced missed appointment rates by 10% with push notification
appointment reminders and a re-orientation towards on-demand
eligibility interviews.Improved document and data quality with high quality document
images and well validated data.
To learn more about Diona Uploads and Diona Self Service and how Diona is working with the New York City Department of Social Services please click the link below to request a demo.
