Meeting the Challenge: Sacramento County’s Medi-Cal/CalFresh Service Center
When people say that government agencies should be run more like a business, I suspect what they really mean is that government should use more efficient processes that result in better customer service. That’s what Sacramento County is now offering through a change of technology and process in their Cal-Fresh Service Center.
Under the old “case based” model, when someone applied for Cal-Fresh benefits, they were assigned to a case-worker who was in charge of that file. When you had questions, needed to make some changes or had any other reason to contact the program, you had to talk to your case-worker. That model worked because that one person gets to know his or her cases over time, but with growing case loads and limited budgets, the old way became unwieldy and inflexible.
Sacramento County needed to change the process, and to do that, they needed to change the technology. Working mainly in-house, Sacramento County developed a system that allows any case-worker to access any Cal-Fresh file by computer.