On today’s episode, we explore Business Process Optimization, which we will call BPO. We look at what BPO really is, what it isn’t, and why it has become one of the most powerful tools for strengthening human services programs.

BPO is often misunderstood as a technical or automation exercise. Too often it’s thought of as a “nice to have” extra rather than a critical part of any modernization effort or part of any new implementation of policy or legislation.  BPO is about rethinking how work gets done, from the moment a family interacts with a system - and continuing through the life of their case. When done well, BPO improves efficiency and the experience, benefiting staff, partners, and families alike.

Today Maureen Leif welcomes two guests with experience from different perspectives. 

Kristie Gordy is a Senior Administrator in the Economic Security Division for the State of Wyoming. She comes from the perspective of putting BPO to work as a program administrator, and leader. 

Leo Ribas is a BPO practitioner from Human Services Group, and will share his perspective of how effective process optimization can benefit programs and allow them to keep pace with the changing needs of their customers.