COUNTY OF LOS ANGELES
DEPARTMENT OF PUBLIC SOCIAL SERVICES
The Los Angeles County Department of Public Social Services (LA DPSS) administers federal, state, and county-funded programs for residents in need of public assistance. As the largest social services agency in the nation, it serves a population of over 10 million, providing services to one out of every three LA county residents.
When the COVID-19 pandemic struck in early 2020, LA DPSS had been in the process of updating its legacy website. Despite the pressures of a shortened project lifecycle and the team having to adapt to working remotely, LA DPSS promptly mobilized its resources to deliver an easy-to-use, self-service portal that would support the growing number of residents in need. Responding to the crisis, the development team swiftly pared down the site’s page count and produced a design that worked on mobile devices as well as laptops and PCs—all in English and Spanish. At the same time, content authors efficiently created and published late-breaking, pandemic-related news and updates without IT support and incorporated ADA-compliant workflows into their content.
LA DPSS was able to maintain operational continuity, minimize service disruption to residents, monitor residents’ search activities, and support the increased volume of traffic resulting from the health crisis. Their dedication and commitment to speeding the completion of the massive project produced an impressive roster of time-to-value benefits, including: a 68% improvement in content efficiency, improved user experience and compliance workflow, and expanded citizen reach by adding a Spanish-language version of the website, with the ability to quickly add 11 more languages.
The LA DPSS team’s innovative and trailblazing efforts enabled residents to quickly and easily find needed information and sign up for benefits online, bypassing long wait times on the phone and enjoying a frictionless experience when applying for services.