Centralized Production

About the Program

Category: Information Technology (Best in Category)

Year: 2022

More than 46,000 justice-involved individuals (JII) are under the supervision of the Maricopa County Adult Probation Department (MCAPD). The 39 employees that comprise the supportive services units provide critical administrative support to the Department’s more than 1,100 employees. Support staff are often the first person justice-involved individuals encounter at local probation offices. They are asked to complete a number of administrative tasks such as enter restitution payments, update the Department’s case management system, transfer cases to other offices, and maintain performance measures for the unit which they serve. Each probation office houses a team of support staff that provide these supportive services. In 2020, support staff supervisors identified an opportunity to better distribute the work assigned to support staff. Through collaboration between multiple divisions and teams across the Department, a centralized workflow process was created. Since going operational in August of 2021, results show that the adoption of this new process has reduced disparities in workload distribution, shortened turnaround times for work items and improved overall consistency across supportive services.