Innovation Improves Customer Service

​IDHS receives 400-500 customer, provider, and out-of-state customer service inquires via email per day.  With a small team of five employees responding to this in-flow of continuous emails daily, this created a backlog of inquiries going back to November 2016.  The team was charged with finding innovations to decrease response times and backlogs that did not require additional staff or over time. Implementing standard template responses has reduced the time it takes to make each individual response by 15-30 seconds/response.  Due to the high volume of inquires received by this office, this small savings per response results in 1-2h/day of additional response time.