Wait times to reach a Department of Social Services worker through the agency’s new phone system have increased each week since it debuted last month. The process of scanning all documents that come to DSS, to eliminate the reliance on millions of pieces of paper, probably needs additional tools. And agency officials are still trying to figure out how to handle the massive applications for Medicaid’s nursing home or home care coverage. But on the whole, DSS Commissioner Roderick L. Bremby said the department is making progress as it rolls out new technology and changes to the way work gets done, a process referred to as ConneCT.
Source: Connecticut Mirror, 8/21/13, DSS Phones
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