Rethinking the Front Door: A New National Catalog of HHS Delivery Models

Rethinking the Front Door: A New National Catalog of HHS Delivery Models

Across the country, state and local agencies are reimagining how to serve people with dignity, efficiency, and care. From redesigned lobbies and mobile service units to AI-supported case management, a quiet revolution in Health and Human Services (HHS) delivery is already underway.

Tandem Research, a Global True North company, is releasing the National HHS Delivery Model Catalog – Executive Summary, a first-of-its-kind analysis designed to help leaders see the bigger picture of what modernization really looks like in practice.

About the Study

This national research effort analyzed more than 40 contemporary delivery model innovations across 25 states. Each model was reviewed through an independent methodology that looked at design intent, operating conditions, maturity, and outcomes.

Rather than focus on one-off programs or pilot projects, the study identifies patterns in how agencies are transforming their operations. These patterns reveal where innovation is truly taking hold and how forward-thinking leaders are reshaping the delivery experience to be more human-centered, data-informed, and resilient.

What the Research Found

Tandem Research identified eight major categories of delivery model innovation that are defining the future of HHS systems:

Community Partnerships and Embedded Workers – Embedding staff within trusted local settings like schools, clinics, and nonprofits to reach families earlier and strengthen trust.
Real Estate Modernization – Redesigning offices and administrative spaces to promote safety, dignity, and throughput.
Mobile Service Delivery – Bringing enrollment, document collection, and outreach directly into communities through mobile units and pop-up teams.
Tech-Driven Case Management – Leveraging AI, automation, and analytics to prepare cases, validate data, and reduce backlogs while keeping humans in the loop.
Co-Location (Public/Public Partnerships) – Creating a single, coordinated front door by housing multiple government functions in one place.
Intensive Case Management – Centering high-touch, goal-oriented pathways around employment, housing, or health stabilization.
Integrated Online Portals – Simplifying access through unified, mobile-friendly digital entry points.
Modernized Contact Centers – Using cloud technology and conversational automation to deliver consistent, bilingual, and equitable service statewide.

Across these categories, leading agencies are blending digital and physical access points, aligning data across systems, and investing in human-centered design to improve both client experience and workforce sustainability.

Why It Matters

The research makes one point clear: success in HHS modernization is not about isolated tools or technology upgrades. It is about coordinating systems, relationships, and design choices around shared outcomes—stability, safety, health, and equitable access.

Leaders who embrace this systems-level view are building the next generation of public service delivery: one that is responsive, efficient, and deeply human.

Explore the Full Study

The Executive Summary offers a high-level overview of the eight categories and the cross-cutting patterns observed across states. The full catalog, available to clients, includes detailed case briefs, maturity markers, implementation checklists, and insights into enabling conditions for success.

If you are a state or county HHS leader working to modernize delivery systems or strengthen agency performance, this study provides a national benchmark for your efforts.

Download the Executive Summary to explore how your agency compares to national trends.
Contact Tandem Research to access the full catalog or discuss how these models can be applied in your state.

Authored independently by Tandem Research, a Global True North company. Findings and conclusions are the authors’ own and not necessarily those of clients or partners.

Introducing Momenta Advisors: Oversight That Builds Ownership

4 min read

From Compliance to Capabilities

3 min read

About the Author

Luke Williams

Research Director

Luke Williams is a distinguished professional with a notable career in government consulting and academic research. Currently serving as the Research Director at Global True North, Luke has been instrumental in driving the firm's efforts in building a national understanding of the state of human services in order to develop efficient, human-centered, trauma-responsive, and outcome-focused systems. His role also extends to the affiliated group "The Center for Public Sector Ai," where he bridges the gap between government leaders and private sector developers, influencing the efforts to mitigate potential risk of and maximize the opportunities presented by artificial intelligence in government. This position reflects Luke's deep commitment to enhancing public sector efficiency and innovation.

Prior to his current role, Luke made significant contributions to the public sector as an Assistant to the Governor's Special Counsel on Native American Affairs in Oklahoma. From November 2020 to August 2021, he played a key role in complex policy negotiations and econometric research following the 'McGirt v. Oklahoma' Supreme Court decision. As a researcher at Public Strategies, a government consulting firm focusing on social benefit programs across the U.S., Luke’s responsibilities included collaborating with in-house Ph.D. researchers and teams from Mathematica to study social benefit programs in various states. Luke designed and conducted surveys and interviews with program beneficiaries, and he played a key role in creating and suggesting new delivery model innovations and interventions. These activities were centered around the analysis of both quantitative and qualitative data collected. His tenure at Public Strategies significantly contributed to his growing interest and expertise in American social benefit programs, and it equipped him with a valuable set of research skills that he now applies in his role at Global True North.

In the realm of academic research, Luke's tenure at Harvard University is particularly noteworthy. As a Research Assistant for the Global Party Survey from December 2021 to May 2022, he worked under Professor Pippa Norris, contributing to a critical research project that provided insights into the ideological values, policy positions, and rhetoric of political parties worldwide. Additionally, at Harvard Law School, he assisted in the research and development of the book 'What's Wrong with Mass Incarceration?' which examines the complexities of the U.S. prison system.

Luke's academic journey includes pursuits of undergraduate studies at Harvard University, focusing on Economics and History with a minor in English. He is currently expanding his academic horizon at the University of Oxford, pursuing a Master of Philosophy in Politics. His research focuses on the historical transformation of American conservatives' political approaches to wealth inequality, blending his interests in political theory, economics, and history.

Luke's career is marked by a commitment to public service and a passion for leveraging his expertise in economics and political theory to foster societal improvements. His blend of professional experience in government consulting, coupled with his academic prowess, positions him as a dynamic and impactful leader in the field of public policy and human services.