This was sent to me by a city that is up to their lips in the public assistance recovery process. Everything that the IG report talks about--they are experiencing. The assessment also rings true with my personal experience.
Interestingly there is an opportunity to use metrics to improve their performance. You just need to capture the data and then measure the results over time. The fixes are not easy. The issues are not new, the solutions require a lot of work and I think a bunch more people in certain areas to make it all come together the way it is designed to do.
