Anna Kapolka

Data Analyst

The Allegheny County Department of Human Services (DHS) is being recognized in Category 3: Using Innovation, Data, and Breaking Down Organizational Barriers for building a multilingual, SMS-based feedback system that empowers residents, especially those from underserved communities, to shape the services they receive in real time.

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Serving a population of 1.2 million Pennsylvanians, DHS has integrated automated text surveys across 23 service touchpoints, reaching clients within days of receiving care. To date, the system has generated over 31,000 feedback points from 4,000 individuals, with responses tied directly to DHS’s award-winning data warehouse. This allows the agency to track patterns by provider, location, or population and make timely, targeted improvements.

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From housing and behavioral health to family services, the SMS platform gives a voice to people who might never attend a town hall or fill out a paper form. With response rates up to 20%, real-time data dashboards, and heightened provider accountability, DHS has created a scalable, client-centered feedback loop that strengthens trust, drives better outcomes, and redefines how government listens and learns.