Knowledge from experience

Case Studies

As a nationally recognized leader in human services, our team is immensely passionate about helping government be a force for good

A dedicated pursuit rooted in firsthand government experience

Our team, drawn from diverse levels of government operations, has an in-depth understanding of state, county, and federal processes. We translate that knowledge into real-world solutions that reflect both the complexity and urgency of public service.

When we develop case studies, we spotlight the specific hurdles agencies face, the strategic interventions we deploy, and the tangible transformations that result. These stories act as practical guides that showcase how innovative thinking and data-driven changes lead to meaningful improvements in government culture. By emphasizing real outcomes, we help public servants see exactly what’s possible—demonstrating that lasting, impactful change comes from fostering strong relationships, fixing broken systems, and challenging conventional thinking. Above all, these case studies underscore why our award-winning consultants and change agents approach every client partnership with a people-centric focus and a relentless pursuit of measurable results.

Client: State of Alaska, Department of Health and Social Services (DHSS), Division of Public Assistance (DPA)

Timeframe: January 2016 to Present

Business Process Redesign in Alaska

“With the transition to process management, we’ve turned our cycle time around. Applications that used to take 22 or 23 days to process, now take an average of 5.”

–Ronald Kreher, Director, Alaska Department of Health and Social Services

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Client: State of Arizona, Department of Economic Security (DES), Division of Benefits and Medical Eligibility (DBME)

Timeframe: January 2010 to Present

Business Process Redesign in Arizona

70% of customers receive a determination same day
Staff processing 109% more Medical applications each month

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Client: State of Connecticut, Department of Social Services (DSS)

Timeframe: 2013 to 2014

Business Process Redesign in Connecticut

99% average timeliness for SNAP applications
Same-day service and on-demand interviewing and processing at all local offices

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Client: Government of the District of Columbia, Department of Human Services (DHS), Economic Security Administration

Timeframe: Spring 2016 to Present

Business Process Redesign in Washington, D.C.

5th best MAGI application processing timeframe
High SNAP benefit accuracy rate

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Client: State of Hawaii, Department of Human Services (DHS), Benefit, Employment & Support Services Division (BESSD)

Timeframe: Summer 2011 to Present

Business Process Redesign in Hawaii

“When we met C!A, we were in a tailspin. Our caseloads increased by 35 percent, we had a massive reduction in our workforce, we were under a hiring freeze, our timeliness rates were atrocious – in some offices they were down to 28 percent. We had no resources to meet the increased demand. They came in, calm and peaceful, and gave us control over that chaos. And that office with the abysmal timeliness rates, it’s operating at 98.2 percent.”

– Pankaj Bhanot, Former Director, State of Hawaii, Department of Human Services

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