The Human Services Agency of San Francisco, California is comprised of a number of
critical programs that the city's residents rely on every day. These include help with food,
health insurance, supportive care, financial assistance, child care, and more. Two programs
run by the agency, CalFresh and Medi-Cal, combined their contact centers, which created
scheduling challenges. Up to that point, both programs were using spreadsheets, which
were not sufficient. Even worse, 75 percent of CalFresh and Medi-Cal employees (who did
not work the phones) were monitored with separate spreadsheets. The contact centers
were able to determine how groups and agents could be moved to assure sufficient
coverage, but the process was very manual, disorganized, tedious, and time-consuming.
Thus, an effective scheduling tool became a priority