From Logjams to Lasting Change: Navigating Team Challenges to Achieving System Modernization

How KAIP partnered with DHCS to turn HR complexity into clarity—powered by people, process, and shared momentum

California-dept-of-health-care-services

The Challenge: The Moment It All Slowed Down 

People were waiting. Systems were stalling. And behind every delay, a public servant was losing time they couldn’t spare. 


At the California Department of Health Care Services (DHCS), the push to modernize an out-of-date HR solution had run into the challenge of compliance. Approvals for the dependent budget change proposal were relying on completion of this process. Oversight partners had questions that required all documentation to be completed, reviewed, and approved by multiple stakeholders.

 

Internally, teams continued to execute processes that required manual labor where automation was necessary. Confidence was low. Progress was elusive. And the systems meant to support people were, instead, getting in their way. 

 

This wasn’t just an IT problem—it was a systemic alignment challenge. 

Listening for Opportunities

Before we proposed any solutions, we listened. 

KAIP launched a comprehensive assessment that brought together voices from across DHCS, partner agencies, and oversight. Our team didn’t just focus on technology—we dug into culture, operations, and governance. We asked hard questions. We looked at policies, procedures, and the quiet friction points that had developed during the early parts of the project lifecycle. 

Through facilitated workshops, policy reviews, and stakeholder interviews, we surfaced gaps in process ownership, unclear roles, and undocumented workflows required to move this project forward. This deep dive aligned directly with Project Approval Lifecycle (PAL) Stage 2 requirements to define baseline processes and business outcomes. 

The result? A human-centered, PAL-compliant roadmap that created clarity and enabled swift progress through Stage 2. 

Stage 2: Cutting Through Complexity to Accelerate Approval 

With foundational trust established and a clear problem landscape defined, our team helped DHCS complete a rigorous Stage 2 Alternatives Analysis submission turning oversight complexity into executable strategy. 

 

With a new pace of progress, we were able to move the needle for DHCS with velocity and clarity. 

PAL Stage 2 Compliance

Delivered a complete PAL Stage 2 compliance package in just 47 working days, including twelve sections per SIMM 19B guidelines 

376 Requirements

Delivered and mapped 272 functional requirements and 104 non-functional requirements to business objectives with a robust traceability matrix

Ensured readiness for Stage 3 solution development that worked across both Agile and plan-based teams. 

Comprehensive Market Research

Completed comprehensive market research, including the execution of a Request for Information (RFI), to evaluate vendor capabilities and inform the solution strategy. 

Financial Analysis Worksheets

Conducted comparative analysis using Financial Analysis Worksheets (FAWs) to validate fiscal viability and future operational impacts across multiple alternatives per SIMM 19F. 

14-Day Turn Around

Successfully submitted the Project Delegation Request (PDR) and CA Cloud Services Assessment packages—each delivered in just 14 working days, despite being mid-project additions with zero schedule impact. 

What Changed—and What’s Possible Now 

The impact wasn’t just about speed, it was about how it felt to work together. 

DHCS stakeholders went from skepticism to advocacy. The shared governance model we supported empowered decision-making and stakeholder advocacy. Agile visibility tools increased transparency, and collaborative workshops brought everyone into the process. 

Because of this effort, DHCS isn’t just PAL-compliant. It’s positioned for long-term transformation and now enjoys: 

checkmark  Governance clarified.

checkmark  Stakeholder alignment strengthened.

checkmark  Processes documented and repeatable.

checkmark  Tools and transparency in place.

 

And most importantly, they have a team and a path that’s ready for what’s next. 

The Road Ahead

With the Stage 2 foundation firmly in place, DHCS is leading the charge into Stage 3—ready to define, procure, and implement a human capital management solution that reflects its strategic vision and operational needs. 

The systems that once stalled progress are now positioned to drive transformation. Through sustained leadership, clear governance, and a PAL-aligned roadmap, DHCS is charting a path toward a modern, agile, and service-focused HR environment—empowered by the groundwork already laid. 

In Their Words

"This project team is the A-Team. The collaboration between everyone has been outstanding, setting a high standard for teamwork and project execution."

Durgesh Danait

PAL Product Owner, DHCS

“You’ve accomplished something no one else has done before—completing [mid-level] requirements in less than a month and Stage 2 in about 10 weeks.”

Cesar Ramirez

Section Chief, DHCS

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