Based upon your review of the Performance Audit of Colorado Low-Income Telephone Assistance Program, prepare a summary of key findings in the audit and discuss how this information may be used to manage the program moving forward.

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he Performance Audit of Colorado Low-Income Telephone Assistance Program found that the program was not effectively managed and there were numerous deficiencies in the areas of eligibility requirements, customer service, program administration, and reporting. The audit revealed that eligibility criteria were vague and lacked clear guidance on how to determine eligibility. Additionally, customer service processes were time consuming and often resulted in customers waiting up to 2 hours before they received assistance. In terms of program administration, the audit uncovered insufficient record keeping procedures which made it difficult to track cases or identify errors in payments. Finally, reporting processes did not accurately reflect the status of funds or properly document expenditures.

This information can be used to manage the program moving forward by addressing these key findings with specific corrective actions such as updating eligibility criteria to provide clear guidance for determining applicants’ qualifications; streamlining customer service processes to reduce wait times; improving record keeping procedures so staff can easily track cases; and implementing more accurate reporting processes that accurately document fund allocations and expenditures.