Customer Service Implementation

The Department of Human Services for one of the largest U.S. metropolitan areas

Business Issue:

With the proliferation of specialized programs, it was increasingly difficult for citizens to identify and locate the appropriate community-based service providers to meet their needs.


  • Delivered and implemented Answers, Please!, an Operations Strategy detailing a state-of-the-art social service information and referral service
  • Increased methods and locations for customers to access the Answers, Please! database to obtain social service information and referrals
  • Increased the ability to analyze social service demands and the service providers by geographic area to identify any service gaps and their locations


  • Enhanced customer service through the development of an effective service provider network
  • Improved the skill level of every Community Resource Advisor to meet or exceed the expectations of citizens
  • Enhanced the database information to show the majority of service providers

Designed and Implemented a State-of-the-Art Customer-servicing Information and Referral Service the Department of Human Services

Let's Work Together

At Himes Consulting Group, we don’t believe we have all the answers. We know that the right solutions to improve your business come from conversation and collaboration. We have the experience to learn your business and partner with you to create process redesign programs that fit your team.