Anna Yego gave a presentation discussing IMPAQ's work with Nebraska and Tennessee to implement business process reengineering practices to enable transformation and sustainable ongoing improvements in local SNAP offices.
Yego, A. (2015, September). Transforming the Supplemental Food Nutrition Assistance Program (SNAP) Through Business Process Reengineering Applying Lean Six Sigma Tools and Methods to Improve Service Delivery in Human Services. Presentation at the Institute for Industrial Engineers' Engineering Lean and Six Sigma Conference, Atlanta, GA.
Local Supplemental Nutrition Program (SNAP) offices across the nation are undertaking initiatives to modernize and improve operations through business process reengineering (BPR). BPR involves the redesign of key business processes to achieve dramatic improvements in productivity, cycle times, quality and customer service.
Anna Yego presented a study that described the work IMPAQ International has done with Nebraska and Tennessee to implement BPR practices that enable transformation and sustainable ongoing improvements in SNAP delivery.
In her presentation, Yego explained that while the SNAP program has grown considerably in the last two decades, many states have struggled to meet the timely processing of applications, error rate reduction, quality customer service, and other challenges. Yego described the approach of this study, the main tools used in this analysis, results, and lessons learned, which include the following:
- BPR efforts are not about a one-time fix. Their goal is to sustain a culture of continuous improvement.
- It is important to create a learning organization.
- Leadership plays a critical role in any successful BPR project.
- Effective communication is a key requirement.
- Staff at all levels should be involved.
- There is no one-size-fits-all approach. BPR process solutions vary based on unique circumstances.