Improve Customer Service

Customer service is at the heart of everything we do at the Department of Human Services, and we are working hard to improve how we deliver critical services to millions of Pennsylvanians and the people that care for them. In order to accomplish this DHS is:

  • Modernizing services at the county assistance offices (CAOs) to enhance our customers’ experiences and improve processes.
  • Moving towards a centralized phone system. DHS Connect is our streamlining initiative to reduce the amount of phone numbers Pennsylvanians have to dial to reach us. We’re also improving our call centers to better serve Pennsylvania.
  • Going mobile. DHS recognizes that the majority of our customers use mobile devices on a daily basis, so we created a mobile app for child support payments (leading to recoveries of more than $1 million a month), COMPASS is now mobile-friendly, and we’re exploring further options to efficiently provide benefits to the people we serve.
  • Improving processing time. Since January we have made major strides in improving processing time for things like child abuse history clearances and provider enrollments, but that’s just the beginning.