Transforming Louisiana’s Child Welfare System

Louisiana Department of Children and Family Services (DCFS)

Advisory and Management Services IT Staffing Solutions Technical Assistance

Challenge

Louisiana’s child welfare system faced aging technology, fragmented processes, and complex program requirements across multiple agencies. The state needed a coordinated approach to modernize operations, improve service delivery, and maintain federal compliance while supporting services for 4.5 million residents.

Solution

Our team helped establish and operate a PMO for the statewide Staff Augmentation and Modernization Project, providing centralized oversight for Louisiana’s child welfare modernization efforts. The PMO managed approximately $100M in concurrent initiatives across 37 programs, 750 business processes, and 62 information systems, improving program integration and supporting federal compliance statewide. Our team served on the executive steering committee to help guide statewide policy. We also partnered with state agencies, law enforcement, and community organizations to standardize and integrate grant and financial management systems, strengthening transparency, efficiency, and program coordination.

6-year

Statewide IT modernization contract

5,000

Internal system users, along with 500+ external users

400,000

Monthly inbound transactions fielded by remote call center

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Advisory and Management Services

Our experts advised DCFS on PMO financial controls, governance processes, and supporting policies, strengthening oversight and decision-making. DCFS executive leadership was also advised on the helpline rollout, with a deliberate delay recommended based on operational readiness and collaboration considerations.

IT Technology Support

To improve day-to-day child welfare operations and system reliability, we prepared DCFS IT staff for a transition to an integrated statewide system. This included defining processes, requirements, and system interfaces and guiding data management planning, data governance, and development of a clear concept of operations.

Business Process Reengineering

Agency-wide modernization and adoption were simplified by training DCFS staff, validating existing processes, guiding future state “To Be” design across program areas, and managing the review and approval of new workflows.

Procurement

To support timely, compliant acquisition, we delivered end-to-end procurement support. This included the development of APDs, RFPs, budgets, business cases, and cost allocation plans. We also assisted with federal reviews and guided proposal evaluations and contract negotiations to reduce risk and keep procurements moving forward.

Remote Call Center

Our support for the implementation of a remote call center workforce reduced wait times, increased operational flexibility, and improved tracking capabilities.