Waukesha County

Continuous Improvement/Lean Projects by Department:

LEAN Infomation

Health & Human Services: DHHS & Collections Referral and Debt Recovery Project

Problem Statement: The Human Services bills submitted for collection exceeds and average debt age of 4 years. These accounts resulted in over $29.6 million (46.3% of total principal referred) of uncollectable debts which negatively impacts the condition of patient information, recover percentage and customer satisfaction.

Results: The goal was to reduce the non-value added time and cycle time by 5%. The results reflect a 76% overall improvement. The team exceeded the goal by 71%. Hard savings included reducing process time from 59% to 25% of total time to process, reduced cycle time by 11 minutes and increased referral batch count from 95 to 172 within less time. Printer costs savings of $5,366.40 yearly and storage fees eliminated with new process.

The Waukesha County Continuous Improvement Program is broad in nature and encompasses many types of improvements throughout the county. Our LEAN training offers tools for all continuous improvement efforts. LEAN Government is a term that is recognized throughout the country, and therefore is often associated with improvement projects.