Case Study: NYC Human Resources Administration achieves better benefits access and lower processing time with Diona Self Service

Self-Service Mobile Solution Provides System of Engagement for New Yorkers and the Government

The New York City Human Resources Administration (HRA), part of the Department of Social Services, faced significant challenges serving its vast client base. Clients struggled with costly and difficult in-person visits to provide documentation, leading to high rates of missed appointments, benefit lapses, and a heavy administrative burden on staff. To address this, the HRA partnered with vendor Diona to implement a new mobile engagement strategy.

Diona implemented its Self Service solution to create the ACCESS HRA Mobile app. This provided clients with a user-friendly tool to check benefits, receive push notifications, upload documents, and update their information, which drastically reduced the need for office visits. The results were substantial: a 20% reduction in rejections for missing documents, the processing of over 3 million pages of documentation, and time savings equivalent to nearly 5,000 work days, significantly improving both client service and operational efficiency for the HRA.

NYC Human Resources Administration

Lauren Aaronson

Deputy Commissioner for Business Process Innovation