Recommendation R3
Continue to improve Call Center hold times. Adopt process improvement management.
Jury report: Solano County’s Response to Theft of Health & Social Services Benefits · PDF page 14
Permanent linkOfficial response
Solano County Board of Supervisors
Agency says implementedClaims call-center process improvements are in place.
Read official response · PDF page 2Existing workflow, training and service monitoring are offered as implementation; continued improvement is a continuing action, not a guarantee of a fixed wait time.
- Continue monitoring and improving call-center workflows and hold times. Owner: Solano County Health and Social Services. Timing: Not specified.
This review evaluates the response document. Implementation claims have not been independently verified.