Challenges: 

Historically, Child Welfare Digital Services (CWDS) struggled to fulfill its mandate due to a lack of design thinking, efficient workflow design, and scalable technology. Additionally, the absence of meaningful user experience design made the CWDS system cumbersome to navigate, hindering users from finding and accessing mission-critical information.

Solutions: 

Agency39A embedded itself in a public-private partnership to champion design thinking, research, product design, user experience, and human-centered design for CWDS. We began by identifying the needs of agencies and field agents through extensive research. Through design sprint collaboration workshops, we developed and frequently tested potential solutions with agency personnel and field agents. Our efforts led to a strategic roadmap for feature development and technical implementation, resulting in redesigned workflows, systems, and interfaces. These improvements enhanced the management of Intake, Case Management, Courts, Certification Approval and Licensing Services (CALS), Resource Management, Eligibility, Financial Management, Data and Reporting Management, and CARES Administration.

Results: 

Agency39A's work brought clarity, definition, and design to inter-agency collaboration, enhancing information sharing across Child Welfare Digital Services (CWDS). Our strategic planning introduced order and predictability to new feature development, technical implementation, and agency participation, reducing the burden on state officials and amplifying their contributions. Through exhaustive design research, we ensured inclusive and equitable access to information. Our redesigned system significantly improved the safety, permanency, and well-being of children at risk of abuse, neglect, or exploitation, showcasing Agency39A's commitment to impactful, user-centered solutions.