InTelegy collaborates with Public Service & Non-Profit Agencies to modernize and streamline their client service delivery models. We help our partners improve client experiences and increase staff efficiencies. Since 2003, InTelegy has brought this expertise to twenty-two California Health and Human Services, Child Welfare, Adult services, Homeless services and Child support agencies and has recently expanded to collaborating with agencies across the country. InTelegy helps these organizations to build new channels of access and modernize service delivery through data driven management practices and improved operations.
Founded in 1996, InTelegy Corporation is a consultancy with specific expertise in Business Process Redesign, Call Center Operations and Technology in customer service center systems. Utilizing proven methodology, the InTelegy team will develop effective strategies, support your organization in redesigning service delivery, and ensure success through our operations management support and training programs.
For over 25 years, InTelegy Corporation has worked in client service operations with clients from high tech, credit unions, professional sports and consumer services. In 2003, InTelegy began our long and rewarding relationships with Public Service & Non-Profit Agencies in California and in 2021, decided to expand our services nation-wide.
Kings County“InTelegy partnered with King’s County Human Services Agency to continue to improve our service to benefits customers as well as our social services customers. During this process, called our Customer Oriented Redesign, we redesigned our main HAS lobby to include improved processes serving Medi-Cal, CalFresh, CalWORKs, GA, Foster Care, CPS, APS, IHSS, and Health Care Options. We revamped our appointment management process, improved our customer communications, expanded our emphasis on self-help technologies and expanded our hours of operation to an additional 20 hours a month. InTelegy helped us put the customer in the front of customer service with results that include a significant decrease in lobby wait times and an 50% improvement in the time a customer has to be in our offices to apply.”
Tulare County“InTelegy sent in an expert team of consultants to transition the TulareWORKs task management tool and related processes into the more streamlined, user friendly and efficient Workload Management Tool designed by InTelegy. Over the course of a year our teams fully configured this tool to integrate with our internal systems and assisted our operations team to redesign and streamline work flow for our staff and enable them to manage their daily tasks in a more effective and efficient way. With the partnership and support from InTelegy, the launch was a success! Staff is excited about how this tool is already making their job easier!”
Placer County“After only a 6-month implementation process we replaced our legacy task management tool with InTelegy’s fully customized Workload Management Tool (WMT). The tool drastically improved workers ability to prioritize workload, to group incoming documents into a single unit of work versus separate and unconnected individual tasks and provided supervisors real-time views into workload. The professional leadership and teamwork we experienced with InTelegy made this process a positive experience for my team ensuring implementation went off without a hitch. We’ve since had them back to expand the role that WMT has in our organization. We continue to see great results including a significant increase in Medi-Cal application processing timeliness and significant reduction in overdue work.”
Contra Costa County“InTelegy has partnered with Contra Costa County on several customer service projects since 2005. The projects have ranged from business process improvement to technology planning and implementation. We can count on InTelegy to lead and project manage or to assist as a part of a team. InTelegy always provides us with high quality people and manages the projects in a way that is transparent and productive. The work we do with InTelegy is on time and on budget.”
Sonoma County“InTelegy Corporation was instrumental in our initial service center design in 2007 and is again working with Sonoma County Human Service Department to expand our service center operations to Medi-Cal and CalFresh benefits services including Intake, Continuing, Lobby Modernization and Data Driven Management. Their expertise, real examples from other counties and detailed project management process have been instrumental in our success.”
Tulare County“Tulare County has worked with InTelegy since 2007 in our Health and Human Services organization. Together we have re-engineered Intake and continuing operations for Medi-Cal, CalFresh, and CalWORKS programs. InTelegy supports and expertise in improving the client experience and working with our staff to improve business process has been critical to our success. By re-engineering our service delivery and implementing a robust data driven management structure before the major increase in caseloads we were able to successfully manage through the increased volumes and provide a streamlined and improved customer experience.”
Fresno County“Fresno County’s Department of Social Services considers our new service center structure a significant improvement in how we provide service to our clients. We have seen improvement in the time our clients must wait in the lobby, the speed of answering phone calls and the maintenance of case processing timelines while also experiencing unprecedented case and application growth. InTelegy’s direction, leadership and ongoing support continues to be a key to our success.”
Sacramento County“Sacramento County has worked with InTelegy in our medi-Cal and CalFresh intake and continuing customer service operations to move from a case based to a distribution work or task based model. We completely re-organized how we deliver service to our customers by adding a service center, back end processing, telephone and technology tracking tools as well as enhanced business process for managing workload, we dramatically improved our response and processing times while realizing a dramatic increase in casework. InTelegy’s leadership, expertise, county specific benchmarks and templates, and project management was invaluable to our success. Based on success, we will continue to work with InTelegy to bring other programs into the improved service delivery model.”
San Francisco County“San Francisco County Human Services has worked with InTelegy Corporation since 2007 and in that time has continued to redesign and improve the client experience for all benefits clients. The newly consolidated SFBenefitsNet operation incorporates services for Med-Cal, CalFresh, CalWORKs and CAAP into a service center with modernized lobbies, integrated phone support and task management for both continuing and intake. We consider InTelegy our partner in this success and their expansive experience in California Health and Human Services has been instrumental in the support they’ve provided.”
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The InTelegy difference starts with our unique team of expert consultants and our commitment to collaborative and inclusive consulting practices. Our consulting engagements include industry experts with private and public sector experience who work side-by-side with agency management and staff, guiding them through a well-planned redesign process and supporting each operation through a continued improvement process.
The InTelegy team is comprised of executive and senior-level consultants that have 20+ years of public and private sector expertise in the following areas:
A founding member of InTelegy, Carole Dotson is InTelegy’s CEO. Carole has over thirty years of experience in the design of customer service delivery. With experience in high tech, credit unions, and consumer sales and marketing, Carole has honed her expertise in the delivery of service in agencies through her work with agencies across 25 of California’s largest counties.
Vail Dutto founded InTelegy Corporation and acted as CEO for 25 years. Continuing her passion, Vail is now using her vast experience to improve the client experience in multiple social service agencies.