Privatization of Social Services – Indiana

Joy, skepticism greet IBM’s plan, By Angela Mapes Turner, July 24, 2009, Fort Wayne Journal Gazette: “State lawmakers and social service providers welcome Indiana’s extensive plan to correct its failing welfare system. But they aren’t convinced it provides the right guidance for private welfare vendor IBM Corp. to resolve widespread problems…”
IBM to add humanity to welfare, By Ken Kusmer (AP), July 24, 2009, Evansville Courier and Press: “IBM Corp.’s 362-page plan to fix problems with Indiana’s privately run welfare system calls for providing more face-to-face help and no longer “forcing clients to self-service channels” such as telephone call centers and online applications. The plan, obtained by The Associated Press, also describes myriad mechanical and human errors such as an automatic call distributor that “inappropriately fails” about twice a month, losing all telephone calls in progress and infighting within IBM’s coalition of partners…”