About

Starting Semester: Spring 2025
Assigned: No
Location: Atlanta

Georgia Department of Human Services

Client Profile

The Georgia Department of Human Services (DHS) delivers a wide range of human services designed to promote self-sufficiency, safety and well-being for all Georgians.



DHS formed in July 2009 as part of the reorganization of the former Georgia Department of Human Resources, which had served Georgia since 1972.



The department employs approximately 8,912 people, with an annual budget of $1.89 billion in State Fiscal Year 2021. DHS comprises three divisions – Aging Services, Child Support Services and Family & Children Services.

Project Description

The Georgia Department of Human Services is seeking assistance with improving its Quality Control rating through data analytics, RPA/AI and development of Quality Dashboards.



For federal fiscal year 2023, the state Payment Accuracy Rate in SNAP was 12.07% and below 105% rate for the national average and not assessed a financial penalty. Cases that are used to determine a state’s payment error rate are reviewed by the state’s Quality Control Team and is governed by the FNS 310 handbook. The state uses eligibility case reads at different levels to review cases for quality feedback to workers making eligibility decisions. The eligibility system identifies red flags for the workers notifying them of potential issues, but management has no notification or oversight on cases where red flags are identified as to whether they are sufficiently addressed prior to the worker dispositioning the cases.



The state is looking for an innovative way of identifying, through data analysis using current technology, cases that contain potential/actual red flags that can negatively impact our payment error rate . The process would include identifying key data elements for evaluation of potential errors, incorporating the current RPA technology utilizing the state developed “Quality Bot” for reading cases, converting that data into a Quality Dashboard so management can readily see potential error cases completed by people assigned to them, and developing a targeted case read that incorporates high error elements.



The success of this project would be measured by the impact of reducing the state’s payment error rate.

Skills

Process Design
RPA/AI (LLM)
Data Analytics (Power BI- Dashboard)