Case History on Determining Strategic Priorities and Tech Investments for Measurable ROI

Moderator:
Pamela Fusting
Director of Operations, Customer Experience
Tennessee Department of Human Services

Abstract:
Executive expectations for AI deployment continue to rise, and stakeholders increasingly want clear proof of return on investment. Yet many organizations face a measurement gap: traditional KPIs often fail to capture the full value of AI-enabled service delivery, especially when performance improvements extend beyond speed and efficiency. Through a real-world case study of AI deployment in a resident service center, this session details how one early adopter realized the need to re-baseline traditional speed and efficiency KPIs, extending measurements to include far less tangible complexity and cost avoidance metrics. Participants will explore how Value on Investment (VOI) became a critical benchmark for assessing the deployment’s success.

Key Action Items:

• Identify and prioritize high-impact AI use cases within existing service workflows
• Define ROI and VOI metrics that capture efficiency, complexity, cost avoidance, and service quality
• Establish guardrails and operational measures to integrate AI while maintaining service levels