Improving Users’ Experience With Online SNAP and Medicaid Systems
This report explores how state and local agencies can enhance customer service in health and human services by implementing technologies such as web-based tools, mobile applications, and call center innovations, aiming to streamline processes and improve client interactions.
The report discusses the evolution of technology in public benefit programs over the past decade, highlighting efforts to modernize eligibility determinations and client-facing processes.
It identifies common challenges agencies face, such as inefficient application procedures and communication barriers, and presents technological solutions to address these issues. The report delves into specific tools, including advanced online portals, electronic notices, mobile apps, text messaging, interactive voice response systems, and telephonic signatures. For each technology, it outlines best practices for implementation, emphasizing the importance of user-centered design, accessibility, and data security. The report also discusses considerations for agencies when adopting new technologies, such as ensuring equitable access and integrating with existing systems, to enhance service delivery and client satisfaction.
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