The Florida Legislature
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Office of Program Policy Analysis and Government Accountability

ACCESS Improved Productivity; Additional Refinements Would Better Manage Workload, Report No. 08-13, March 2008
Full report in PDF format

  • The 2003 Legislature directed the Department of Children and Families to significantly redesign the state’s public assistance program and reduce staffing and funding. In response, the department established the ACCESS electronic application, which makes it easier for many clients to apply for benefits.  The department also made other program changes that increased staff productivity. 
  • However, an unexpected increase in the volume of applications has outpaced productivity gains.  The workload increase proved hard to manage and slowed processing times because planned technology enhancements are not yet in place.  Splitting responsibilities for helping clients made it difficult for clients who need assistance from department staff to navigate the system.  While planned technology changes are expected to decrease client confusion and reduce staff workload, the department needs to further improve technology and reorganize staff duties to fully address this situation.

Which Government Program Summaries contain related information?

ACCESS Florida

What other OPPAGA-related materials are available?

  • Report No. 09-15 Transition to Aging Resource Centers Complete; Enhancement of Elder Service System Continues,published in March 2009.

Copies of this report in print or alternate accessible format may be obtained by telephone (850/488-0021), by FAX (850/487-9213), in person, or by mail (OPPAGA Report Production, Claude Pepper Building, Room 312, 111 W. Madison St., Tallahassee, FL 32399-1475).
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