Office of Program Policy Analysis and Government Accountability
Office of Program Policy Analysis and Government Accountability

ACCESS Improved Productivity; Additional Refinements Would Better Manage Workload

Report 08-13, March 2008




Report Summary

  • 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.


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Copies of this report in print or alternate accessible format may be obtained by email OPPAGA@oppaga.fl.gov, telephone (850) 488-0021, or mail 111 W. Madison St., Room 312 Tallahassee, FL 32399-1475.
Copies of this report in print or alternate accessible format may be obtained by email OPPAGA@oppaga.fl.gov, telephone (850) 488-0021, or mail 111 W. Madison St., Room 312 Tallahassee, FL 32399-1475.
social services, health, ACCESS, food stamps, food stamp eligibility, Medicaid eligibility, food stamp modernization, modernize eligibility determination, Community-based care, lead agency, children, dependent, welfare, pilot, oversight, monitoring, fiscal, program, quality assurance, contract, grant, fixed price, waiver, funding, permanency, child welfare, child protection, abuse, neglect, lead agency, community-based care, child welfare, foster care, adoption, outsourcing, privatization, performance, child protection, foster care, legal services, dependent children, CBCs, lead agencies