Business Process Management: How to Make Time for What Really Matters

Human services programs, including TANF, can improve the experiences of participants and staff by using strategies from the field of business process management (BPM). BPM can help human services programs assess their processes and practices to understand what is working well and where they can make improvements to strengthen service delivery. Recent applications of BPM strategies by various human services programs show promise for improving the outcomes of families and children by reducing sources of stress and boosting satisfaction for both participants and staff. This Mathematica brief shares examples of human services programs that have BPM strategies in partnership with technical assistance providers and gives an overview of how programs can undertake similar work to strengthen service delivery.