Case Study
NYC OTI: How might we build one shared front door for benefits agencies?
Challenges
Residents entered the same information multiple times across agencies.
Applications took weeks to review and approve, longer still if denied.
No communication channel existed between agencies and the residents they served.
Each agency ran its own system, its own policies, its own staff.
OTI and leadership had no North Star for the platform, let alone Objectives and Key Results.
What I was asked to fix
Transfer paper forms and outdated online forms into MyCity flows.
Reduce the average time for an application to be approved and reduce the load of reviews sitting on agency staff.
Help stakeholders align on a North Star to lead with intention and clear Objectives.
