Transforming State Government Services Through Process Improvement: A Case Study of Louisiana

In the wake of the Katrina disaster, one Louisiana state agency leader used the “clean slate” provided as an opportunity to re-design the eligibility determination process for health care benefits provided to citizens in need. This report is a first-hand story of commonsense management, using basic process management techniques to re-design a vital element of service delivery. Author Vicki Grant describes step-by-step processes used by a front-line agency leader to make a huge difference for thousands of beneficiaries of Louisiana's public healthcare system. In the process, she shows that, while technology helps, it is leadership that matters. To read the full report click here.