National HHS Delivery Model Trends by Global True North

Global True North’s Research Team analyzes innovative service delivery models used by health and human services (HHS) agencies across the United States. The report categorizes innovations into physical and digital delivery categories and offers examples of each, highlighting real-world applications and potential benefits.

Key Themes:

• Meeting Customers Where They Are: This overarching theme drives innovation by bringing services directly to communities and tailoring them to specific needs. This is achieved through strategies like embedded workers, mobile offices, and online portals.
• Human-Centered Design: Moving away from bureaucratic models, new approaches prioritize accessibility, streamlined processes, and positive customer experiences. Examples include trauma-informed child welfare spaces and user-optimized online portals.
• Collaboration and Data Integration: Breaking down silos between agencies and community partners is essential for holistic service provision. This includes data sharing agreements, co-location models, and integrated case management technology.
• Leveraging Technology: Emerging technologies like cloud computing, AI, and RPA are transforming service delivery by automating processes, improving data analysis, and enabling personalized experiences.