Digital Friction Tracker
Correlating digital service completion rates with call volumes to identify where online experiences fail
Friction Analysis
Where digital services are failing and how each service line has moved over the past 6 months
Digital Completion vs. Call Volume
Arrows show 6-month movement. Faded dot = 6 months ago, solid dot = today.
CDHSHCPFCDLECDECDOLABHADORDORA
6-Month Movement
All service lines grouped by direction of change
ImprovingDigital up, calls down
CDHS: SNAP Applications↑8% dig ↓64 calls
CDHS: SNAP Recertification↑4% dig ↓102 calls
CDHS: Medicaid Eligibility↑8% dig ↓8 calls
CDHS: Child Care Assistance (C4K)↑9% dig ↓111 calls
CDHS: Adult Financial Assistance↑4% dig ↓187 calls
HCPF: Health First Colorado↑6% dig ↓10 calls
HCPF: CHP+↑4% dig ↓39 calls
CDLE: Unemployment Insurance↑8% dig ↓177 calls
CDLE: FAMLI Leave↑9% dig ↓12 calls
CDEC: Universal Preschool Enrollment↑4% dig ↓461 calls
DOLA: Emergency Rental Assistance↑3% dig ↓140 calls
BHA: Behavioral Health Crisis Line↑6% dig ↓3 calls
DOR: Tax Filing↑10% dig ↓17 calls
DOR: DMV Services↑5% dig ↓11 calls
DORA: Professional Licensing↑5% dig ↓18 calls
DORA: Insurance Inquiries↑9% dig ↓3 calls
MixedMoved on one axis only
BHA: Provider Lookup↑8% dig ↓2 calls
Savings Analysis
Projected cost savings from increasing digital completion rates across service lines
Projected Annual Savings
$18.4M
If all services reach 80% digital completion
40%95%
Savings by Target
50% digital$4.1M
60% digital$7.7M
70% digital$12.6M
80% digital$18.4M
90% digital$24.5M
Cost per Interaction by Service Line
Sorted by cost gap (call cost minus digital cost). Larger gaps = higher ROI for digital investment.