"AIDS groups don't say very much positive about government, but this is a big change," said Jeffrey Reynolds, LI Association for AIDS Care, whose organization sees 1,200 patients a month. Reynolds was referring to the new Health and Human Services Center at 60 Charles Lindbergh Boulevard where, in September 2005, eight agencies countywide moved into one centralized location from five disparate sites.

On July 21 at Nassau Community College, County Executive Thomas R. Suozzi addressed a conference, "Nassau County's No Wrong Door: One Year Later," to update the hundreds of social service professionals, community-based organizations (CBO), professors and local government officials in attendance on the progress of the county's major social-service initiative.

The move to the new Health and Human Services Center was the first major step in Suozzi's building consolidation plan. The five buildings that had housed the eight departments were riddled with structural problems; including a leaking roof, asbestos and a dangerously insufficient electrical system, that apart from the need for better client services, made the move necessary to avoid the cost of rehabilitating each building, at a cost that was estimated at more than $40 million.

The "No Wrong Door" system of care enables the county to meet a continuum of needs for each resident through a single point of entry. Before, when clients walked into 101 County Seat Drive, Suozzi said, they thought, "I don't want to be here. It was a very negative experience. Now, at the new facility it is a happy place, with colorful murals, good lighting, children's playroom, and library."

Before there was Plexiglas between the client and counselor, now they are face to face in a private interview booth, having already passed through a sophisticated security system. On an annual basis 450,000 clients are seen, and the bureaucratic maze before overwhelmed clients at a low point in their lives. Technology is a central part of the change. Before there was a record room housing 25 million documents that had to have an order placed to retrieve them taking several days. Now those documents are available on computer, and access is simplified, an improvement that received enthusiastic applause from the audience. Privacy rules are observed and confidentiality concerns are addressed at each level with the proper guidelines in place.

"We don't need new programs, we need to access what we have more efficiently," Suozzi said. "Now we can keep records on line. Thirty percent of the traffic at social services was people repeatedly bringing in documentation which is now available on line after it is first presented." Computerization also makes it possible to review an individual caseworker's productivity, or the number of complaints lodged against an employee."

"No Wrong Door" is a model system developed collaboratively by a diverse group including Nassau County Health and Human Services leadership, departmental staff, community-based organizations (CBO) and local colleges and universities to better serve those in need. Before introducing Suozzi the speaker announced, "Over a year ago we gathered to hear an idea on integrating and coordinating social services. We old-timers listened with skepticism, we were not used to hearing planning initiatives from the government, and definitely not used to being invited to participate in the planning stage. Social Services always appeared on the chopping block when a fiscal crisis emerged. Today we are here to celebrate the success of 'No Wrong Door,' an integrated Health and Human Services delivery system. We were asked to meet over the last two years to discuss ways of delivering services to make them less fractured and more accessible. Such changes don't occur by magic, at the heart of it requires a driving force consistent and visionary. My grandfather said, 'Give credit where credit is due'-Tom Suozzi gets the credit."

Suozzi received a standing ovation from individuals using the system every day, but he reflected the praise back on them, stating, "I get to be the show horse, the work horses in the room made it happen." Suozzi claimed that "the software we developed other counties across the state have asked for" and said it will become a national model, adding that there is an ability for 50 languages using the program.

Reynolds repeated that the Department of Social Services (DSS) "is infinitely better than it was" and said the experience of going to the DSS is now a much better environment. "Going to a government office when coping with a fatal illness is not among the top 10 things you want to do. Anything that makes the experience easier is a big plus for our clients. Clients report fewer mishaps with paperwork. There is better interaction with their caseworkers. They are generally more professional at the DSS compared to the past. It used to be a pretty demeaning experience to go to the DSS and it's not anymore," said Reynolds.

The 'No Wrong Door' approach is a dramatic step that many see as making Nassau County government both more compassionate and smarter. Through the enhanced service delivery system, the county is better serving the public while saving taxpayers money by helping put an end to inefficiency and waste. And streamlining the process is ongoing. At the meeting, those in the field were asked to think about technology, to fill in the blank of "Wouldn't it be great if you could do 'xyz.'"

In 2004 the plan was laid out for around 1,200 employees and resources to move to 60 Charles Lindbergh Boulevard in September 2005 so clients could walk through one door and access all eight agencies. That is now a reality and the departments located in the new facility are the Department of Social Services, Department of Health, Department of Drug & Alcohol, Department of Senior Citizen Affairs, Department of Mental Health, Youth Board, Veterans Service Agency and the Office of the Physically Challenged.