The PDD program (Person with Developmental Disabilities) helps eligible adults plan, coordinate, and access services to live independently in their community.

What we are up against
The legacy system for managing intake and customer information was outdated, fragmented, and relied heavily on manual processing. Key functions were spread across multiple systems, creating inefficiencies and confusion for staff and applicants.

What we needed to do
Our goal was to migrate essential features from the legacy platform while designing and building new tools to streamline intake, eligibility determination, and service delivery within a single, integrated system.

Our approach
Following discovery through user interviews, journey mapping, and co-design, we developed user story maps to guide our sprints.. Collaborating with developers, data architects, and UI designers, we built features that streamlined service delivery, reduced friction, improved application tracking, and clarified hand-offs between intake and program delivery.

The outcomes
The new system reduced reliance on legacy tools, to remove them entirely once the transformation matures. We improved data flow between the intake and service teams, significantly reducing the manual effort required to determine eligibility and onboard applicants. Staff reported increased workflow efficiency, reducing time spent on manual processes, and applicants experienced shorter wait times between the onboarding phases of the program. (As of publication, the metrics derived from Power BI reports are newly developed and still undergoing validation)