A Performance Audit
An Audit Report on Contract Monitoring of Eligibility Support Services at the Health and Human Services Commission
July 2025
Overview
The Health and Human Services Commission (Commission) created an enhanced monitoring plan for its Eligibility Support Services contract to review the contractor's adherence to data use agreements, deliverable requirements, and key performance requirements (KPRs). To strengthen monitoring, the Commission should verify the contractor's self-reported KPR results for high-risk areas and consistently report noncompliance to Commission executive management. Not independently verifying the KPR results increases the risk that the Commission will not identify performance issues until they are disclosed by the contractor. Performance issues, such as documentation not being routed appropriately or correspondence not being delivered, may result in delays for clients in receiving assistance or being approved for services.
Although the Commission implemented processes based on recommendations from prior audits, it did not fully address the issues identified in a confidential audit report on confidential data management at the Commission. To minimize security risks, auditors communicated details separately to the Commission in a confidential report.