IMPAQ supported the Tennessee Department of Human Services’ (TDHS) effort to develop a plan for long-term improvement and innovation in the prevention, detection, investigation, and prosecution of fraud and trafficking of Supplemental Nutrition Assistance Program (SNAP) benefits. The work had four phases: assessment, testing and implementation, sustainability, and evaluation. Our role included providing business process reengineering (BPR) training and technical assistance. BPR helped TDHS to assess their current system and processes, identify areas for improvement, and develop efficient and effective strategies to decrease trafficking.
First, we worked with the district offices to evaluate their current processes and identify areas for improvement. During testing and implementation, we incorporated new ideas and processes into their existing investigation methods. We followed that with a transition and sustainability plan, which will allow them to analyze and maintain the revised business processes. Finally, the evaluation analyzed the ability of BPR to improve SNAP trafficking procedures and protocol.
Our team’s BPR experience includes a three-state project for the USDA Food and Nutrition Service from 2012 to 2015. The experts are senior researchers and analysts with diverse expertise in SNAP policy, Lean process improvement approaches, technical assistance and training, and business flow change management.