The existing system for evaluating state safety net programs does not adequately capture the human experience of accessing services. This new National Safety Net Scorecard is a more meaningful set of metrics that can effectively asses the true state of the current program delivery landscape and measure progress over time, creating a more human-centered safety net.
This case study describes Nava's with the state of Montana’s Special Supplemental Nutrition Program for Women, Infants, and Children (WIC) agency to build an eligibility screener tool.
This report discusses the financial resilience strategies families used to manage gaps before benefits arrived, in addition to providing recommendations for how benefits can be better designed in the future to fit the financial lives of lower-income households.
In the article, researchers examines how administrative burdens in waitlist management for subsidized childcare in Massachusetts have led to significant reductions in the number of families awaiting assistance, potentially obscuring the true extent of unmet need.
A case study on how North Carolina leveraged human-centered design, interagency collaboration, and data-sharing strategies to improve cross-enrollment in SNAP, WIC, and Medicaid, aiming to reduce administrative burden and better serve families.
American Public Human Services Association (APHSA)
This resource examines how improvements in customer service experiences in public benefit programs like Medicaid, CHIP, and TANF can help better meet enrollees’ needs and build trust in government.
The Improving Service Delivery in EITC for New Yorkers initiative explores ways to enhance access to the Earned Income Tax Credit (EITC) through improved outreach, application processes, and service delivery.
The California Employment Development Department (CA EDD) launched the EDDNext initiative to modernize benefit delivery, focusing on user-centric procurement for a new identity verification system.
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.
