This project was commissioned by the State of Massachusetts' Office of the Child Advocate (OCA) with a goal to optimize the OCA Complaint Line to better serve the needs of Massachusetts residents. Following a high-profile incident, the team was appointed to conduct a root cause analysis, carry out interviews, hold workshops with staff and senior management, and explore technology enhancements, including Salesforce implementation. The project aimed at improving the Complaint Line's efficiency, effectiveness, and alignment.
This project was commissioned by the State of Massachusetts' Office of the Child Advocate (OCA) with a goal to optimize the OCA Complaint Line to better serve the needs of Massachusetts residents. Following a high-profile incident, the team was appointed to conduct a root cause analysis, carry out interviews, hold workshops with staff and senior management, and explore technology enhancements, including Salesforce implementation. The project aimed at improving the Complaint Line's efficiency, effectiveness, and alignment.
This project was commissioned by the State of Massachusetts' Office of the Child Advocate (OCA) with a goal to optimize the OCA Complaint Line to better serve the needs of Massachusetts residents. Following a high-profile incident, the team was appointed to conduct a root cause analysis, carry out interviews, hold workshops with staff and senior management, and explore technology enhancements, including Salesforce implementation. The project aimed at improving the Complaint Line's efficiency, effectiveness, and alignment.