Improve Customer Service

Customer service is a part of everything we do at the Department of Human Services.We are always working hard to improve the ways we make our most important services available to millions of Pennsylvanians and the people that care for them. To do this, DHS is taking these steps:

  • Updating services at county assistance offices (CAOs) to enhance the way customers receive their services.
  • Moving towards a centralized phone system. DHS Connect is our goal to reduce the amount of phone numbers Pennsylvanians have to dial to reach us. We’re also improving our call centers to better serve Pennsylvanians.
  • Going mobile. DHS knows that most of our customers use mobile devices on a daily basis, so we created a mobile app for child support payments (leading to recoveries of more than $1 million a month), COMPASS is now mobile-friendly, and we’re exploring more effective options to provide benefits to the people we serve.
  • Improving processing times. Since January, we have made improvements to processing times for things such as child abuse history clearances and provider enrollments. That is just the beginning!