One comparison focused on the processing of FoodShare applications, which, under federal law, must be done within 30 days. Yet in March, the Enrollment Support Center managed to process only 16 percent of applications received during the previous month. The record by counties was much better, but far from perfect, with 75 percent of applications received the previous month getting processed, according to the WCHSA.

Advocates argue the difference is not just quantitative; applicants wait longer to talk to someone by phone and opportunities for face-to-face interviews aren’t as easily arranged when there is only one office serving the entire state.

For example, in March, customers trying to reach someone by phone to discuss food or medical assistance waited an average of three minutes to reach someone at the counties, compared to a 15-minute wait to reach someone at the ESC.

“The vast majority of county employees who do this work are very committed and very knowledgeable. You don’t get that kind of expertise and experience right away when you turn it over to a private company,” says Wisconsin Children and Families’ Peacock. “Even over time, a company is driven to make money and maximize its profits. That means less pay for its workers, which can result in higher turnover and continued lack of experience.”