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Better Service, Faster

DESCRIPTION

The project goal was to improve the system of granting financial supports for kids with disabilities. For this purpose two Stanford students, Elizabeth Woodson and Saul Gurdus met the employees of Golden Gate Regional Centre (GGRC). This is an institution provides services and financial support to people with developmental disabilities but for parents of children with disabilities, navigating the long and complicated process required to get such services often challenges their patience and persistence. Before GGRC can determine which services are best for a child, a thorough assessment is made that includes meetings with parents, home visits by social workers, and evaluations by medical professionals including speech pathologists, psychologists, and nurses. These assessments usually last three months or more and parents have to bring their children to a series of meetings that are distressing for the children and makes many parents abandon the process. Elizabeth Woodson and Saul Gurdus conducted brainstorming sessions with GGRC employees in order to find a solution to the problem. A special assessment team was appointed to focus on reconstruction of numerous stages in the assessment process. The team’s goal is to process each application in no more than 45 days which is a 50% reduction. A second solution is called “Hybrid Social Worker 2.0.” This prototype allows moving social workers out of their desks so they can spend more time with the families they serve. The GGRC is experimenting with tablets, new software, and new procedures that will allow social workers to complete their assessments in the field, which will translate into less stress for the families and speeds up the procedure. A third prototype focuses on families that need GGRC services but have not applied for them.

JUSTIFICATION

The project outcome was to develop and implement new solutions facilitating the work of GGRC staff. The waiting time for approval of financial support for disabled persons was shortened.

REFERENCES

https://hbr.org/2016/01/better-service-faster-a-design-thinking-case-study

 

 

TYPE OF EXAMPLE

 

GOOD

DETAILS

AUTHORS

Students of Stanford University

YEAR

2014

PREPARED FOR

Golden Gate Regional Center

COUNTRY

USA

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