The left hand doesn't know what the right hand is doing...

Or more precisely, it doesn't care. The biggest issue with the division of labor that resulted in the shared responsibility is that accountabilty is out the fucking window. Applications for benefits are processed by the case processing unit (CPU) but what happens if they get lazy and don't do everything they should?

Nothing- Someone else gets stuck doing the work they should have! For example- Let's say a woman reports that she's pregnant. DCF is supposed to create what they call PEN case- PEN stands for Presumtively Eligible Newborn, and it's the result of a lawsuit against the department by a doctor who wasn't being paid fast enough. Basically, it's a "phantom" case that is pre-made for the baby, so that when the child is born, all it takes is a simple update of demographics and the Medicaid is already loaded in the system.

Anyway, the workers now have no incentive to actually do their jobs right and create PEN cases, among other things, becuase they know that when the babies are born, and the doctors, or mothers or whoever calls to bitch about it, somone else will have to fix their mistake and create the PEN case, for example, or correct whatever lazy omission they made.

I'd betcha at least a third of all the work DCF does is fixing their own mistakes. Accountabilty is nil, and it's reflected in the product.