Case Study: NYC Human Resources Administration streamlines SNAP document uploads with Diona Mobile Uploads

NYC Human Resources Administration - Customer Case Study

The New York City Human Resources Administration (HRA) faced a challenge with its heavily paper-based application process for the Supplemental Nutrition Assistance Program (SNAP), which was inefficient and resulted in thousands of applications being rejected due to missing or late documentation. To address this, they partnered with Diona to find a high-volume, low-touch solution to receive documents more efficiently.

Diona implemented its Diona Mobile Uploads solution, which was configured to HRA's specific processes and integrated with its back-end systems. The resulting NYC HRA Document Upload app allowed clients to securely submit required documents via their smartphones. This solution led to over 2.5 million document images uploaded, an 85% automatic match rate to case records, and savings of 4-15 minutes of workforce time per case, significantly reducing processing delays for applicants.

NYC Human Resources Administration

Lauren Aaronson

Deputy Commissioner for Business Process Innovation