Prioritize projects

Once you establish your general goals and objectives, your next step is prioritizing this work against other potential projects. There may be multiple ways to address your objectives – technology investments, operational improvements, content and communication enhancements, or some combination of these.

A critical point to keep in mind when prioritizing this work against other projects: don’t assume a technology project will meet your program’s goals on its own. For example, if your state’s primary objective is reducing inbound call volume, don’t assume that online self-service features will improve those metrics. In that scenario, the next step would be determining the primary reasons for inbound calls.