With the recent economic downturn, Orange County’s Social Service Agency saw a startling rise in the demand for services at a time when resources were diminishing.  The Agency had to find a way to meet the challenge of “doing more with less.” It was vital to come up with a cost-effective, workable solution since the number of county residents turning to assistance was rapidly growing.

The answer was to transform from a one-to-one case worker process to a task-based service center, which allows cases to be serviced by multiple workers on an as-needed basis. But the challenge still existed on developing an infrastructure to make this change. That was made possible through the development of an automated Task Management System (TMS).