Program Design

Overview

A program's effectiveness depends on its accessibility, and its impact is measured by the people it serves. Our program design services prioritize both the recipients and the providers of these services. Drawing on our experience as former decision-makers, we collaborate with your team to create meaningful, user-focused programs that deliver value to clients while empowering staff.

Every year, billions of dollars are allocated to government and non-profit programs aimed at helping those in need. However, accessing these programs can be overwhelming, even for those working within these sectors.

At Sentra Solutions, we design programs with the customer experience in mind. By prioritizing accessibility first, we ensure that quality customer service follows. We invest time in understanding the population the program serves and systematically eliminate barriers to access.

Next, we collaborate with program staff to establish customer service standards, which we use to develop performance metrics. With a clear vision of optimal program performance, we then outline the implementation plan, including resource needs and key milestones.

Case Study

Challenge

Little Saigon, the largest Vietnamese refugee community in the U.S., sought access to county, federal, and community services. However, transportation and language barriers isolated many seniors and non-English speakers, limiting their service options.

Solution

Data collected on the Westminster Community Service Center revealed increased demand for housing, Social Security, and Medi-Cal services.

An inter-departmental County working group identified a major gap—lack of generalists and service navigators for other government services.

To address this, we designed and implemented County Service Navigators, identified language needs, and recruited providers, like the managed healthcare plan, to regularly attend the center.

The program earned a NACo Best in Human Services Award in 2023, and service levels doubled since 2019.