Case Study: New York City Human Resources Administration streamlines SNAP document uploads with Diona Uploads

NYC Human Resources Administration uploads 45 million documents with Diona

The New York City Human Resources Administration (HRA) faced a significant challenge in processing over 30,000 new SNAP applications monthly. Their heavily paper-based system, reliant on mail, fax, and hand-delivered documents, was inefficient and error-prone, leading to thousands of eligible applicants being rejected due to missing or late documentation. HRA contacted Diona to implement a more efficient solution using the Diona Uploads product.

Diona configured its Diona Uploads solution to integrate with HRA's backend systems and processes, creating the NYC HRA Document Upload app. The solution allowed clients to securely submit documents via their mobile phones. The results were substantial, with over 630,000 downloads and more than 45 million document images successfully uploaded. The app saved the agency 4-15 minutes of workforce time per case, achieved an 85% automatic document matching rate, and dramatically reduced process steps and costs for HRA.

New York City Human Resources Administration (hra)