NEW YORK CITY DEPARTMENT OF SOCIAL SERVICES

The New York City Department of Social Services, comprised of the Human Resources Administration (HRA) and the Department of Homeless Services (DHS), serves more than three million New Yorkers annually through a broad range of services that aim to address poverty, income inequality, and prevent homelessness. One of the largest social services agencies in the world, the NYC DSS administers many public assistance programs, including Temporary Assistance for Needy Families (TANF), Supplemental Nutrition Assistance Program (SNAP), and a large complex shelter system.

Working with Diona’s mobility solutions has opened up a new, cost-effective, and powerful way for us to engage with the people we serve.
— Lauren Aaronson, Deputy Commissioner for Business Process Innovation NYC Department of Social Services

DSS is leading the way in changing how people engage with a Health and Human Services agency through citizen self-service tools. Using Diona Mobile Uploads and Diona Mobile Self Service, DSS has implemented mobility solutions that allow New Yorkers to interact with the DSS in an innovative and convenient way, while improving the efficiency and productivity of DSS employees and operations. The results:

  • Processed 3,000,000 pages of documentation through the app and reduced employee administration time by 4 minutes per case.

  • Saved 4,995 days of work to date.

  • Lowered rejection rates for failure to provide documentation by 20%.

  • Reduced center visits, with a 37% decrease in visits undertaken to
    return documents leading to the avoidance of approximately 600,000 center visits to date.

  • Reduced missed appointment rates by 10% with push notification
    appointment reminders and a re-orientation towards on-demand
    eligibility interviews.

  • Improved document and data quality with high quality document
    images and well validated data.

 

 

Watch the Video of How NYC HRA Uses Diona Mobile Uploads

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NEW YORK CITY DEPARTMENT OF SOCIAL SERVICES RECEIVES “BEST OF NEW YORK” AWARD FOR ACCESS HRA MOBILE

Agency Recognized by the Center for Digital Government for Best Mobile/Wireless Project. Diona is proud to work with DCS to provide citizen self-service tools to a department serving over three million New Yorkers through the administration of more than 12 major public assistance programs.

Read NYC Award Announcement →

 
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July 2017, The New York Times covered the story of how 1.7 million New York City residents can now get the help they need from the Human Resources Administration thanks to the government mobile app Access HRA Mobile. The city now receives approximately 76 percent of food stamp applications electronically and clients have uploaded more than a million documents—and rising—through the enterprise mobility software.

Check out the article here