Amid a pressure cooker of increased scrutiny, political wrangling and budget cuts, federal agencies face a stiff challenge to pare down huge amounts of improper payments being made in connection with the delivery of citizen benefits. To succeed, agencies must first assess whether they have the infrastructure in place to support their operations.
Agencies must take a new approach or re-evaluate their progress against goals to reduce improper payments and implement realistic benchmarks. Regardless of what path they take, one thing’s for certain: They must identify and automate error-laden processes to root out what’s causing the problems.
In a time when more citizens are tapping into government resources and when waste, fraud and abuse are more prevalent, citizen benefit programs are being strained on several fronts. It’s imperative for agencies to become more efficient.
Overtures have become warnings: President Obama has identified areas that need improvement with the Improper Payment Elimination and Recovery Act, which mandates agencies that manage benefit programs remove nearly $50 billion in improper payments by 2012.
• Reduce risk and costs of operations. Agencies can integrate legacy systems better by using advanced predictive analytics and business process management technology. This helps them more efficiently deliver services and mitigate risk.
• Increase visibility into payments. Consistently enforce process standards while accommodating the specific needs of each program. Streamline processes by maintaining an audit trail along with the rules and processes being applied.
• Break down silos. Eliminate information and organizational silos with fully automated processes that extend across disparate systems, organizations and channels.
• Be able to adapt to changing laws, policies and procedures. Eliminate time-consuming, costly manual interventions and workarounds with dynamic case management that adjusts a process automatically to account for new information and criteria.
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