Lead the people, manage the process: Transforming eligibility in Tennessee
The Tennessee Department of Human Services (TDHS) modernized its eligibility system for SNAP and cash assistance programs through a strategic partnership with Deloitte. Key factors in their success included:
• Thorough upfront research and planning
• Establishing a true partnership with their vendor
• Keeping users at the center of design, even during pandemic challenges
• Leveraging cloud technology for flexibility and future-readiness
• Conducting on-site visits to understand front-line worker needs
The new cloud-based system, EBMS, has improved processing times and user experience. TDHS's approach highlights the importance of leadership, change management, and user-centric design in transformations.
- Vendor:
- AWS
- Posted:
- Mar 7, 2025
- Published:
- Mar 7, 2025
- Format:
- Type:
- eGuide
