The State of Florida’s Benefit Recovery Unit (Office of Public Benefits Integrity (PBI), Department of Children and Families) was facing a growing backlog of Benefit Recovery referrals. The associated uncollected claims were valued at more than $14 million.
- Referral backlog grew to 43,640 unworked claims, representing roughly one year's worth of work for the Unit. The backlog grew by 58% between 2011 and 2012.
- BR’s current staffing levels were inadequate to meet the current level of work and additional headcount reductions of 24% were anticipated.
The Benefit Recovery Unit’s (BRU) executive team needed help with operating more efficiently and effectively. They decided to conduct a detailed analysis of the internal process and practices and to develop improvement recommendations.