Waukesha County

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Continuous Improvement/Lean Projects by Department:

LEAN Infomation

Health & Human Services: Reducing Call Wait Time in the Moraine Lakes Call Center Queue

Problem Statement: In 2011, Economic Support had to form consortia around the state and as part of that, develop a Call Center. We had just months to team up with other counties to become a consortium, then figure out amongst other things, how to run a call center. Things started out OK, but as more of our customers called in, staff was overwhelmed with the volume of calls and the wait time for callers increased monthly. We had to find a way to get the wait time down as callers were frustrated and either hung up or became abusive to staff taking those calls. it was very stressful for staff as well.

Results: Much improved wait time, after changes were made it dropped from 15.5 to 3.2 minutes.

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.