mRelief recently completed a research study to investigate whether there are specific parts of the Supplemental Nutrition Assistance Program (SNAP; also known as food stamps) benefits application process that make it difficult to complete. We conducted interviews with mRelief users and SNAP outreach workers (individuals whose job responsibilities include providing SNAP application assistance in person or over the phone) in Illinois. We also conducted group interviews with SNAP outreach workers to collaborate with them to uncover findings and develop recommendations.
This research summary presents findings from a randomized controlled trial demonstrating how mRelief’s simplified SNAP application significantly increases application rates among eligible individuals.
In response to COVID-19, the Workers Lab and Steady developed the "Income Passport" to streamline gig workers' unemployment benefit applications by pulling income data directly from gig platforms and financial accounts. This tool reduced manual verification time, helped prevent fraud, and improved workers' access to full benefits, with successful tests in Alabama and Louisiana demonstrating significant time savings and improved service delivery.
The Sprint 2 Report: Michigan UI Claimant Experience by Civilla and New America examines challenges in Michigan’s unemployment insurance (UI) system and provides human-centered design recommendations to improve accessibility, clarity, and user experience.
Implementing flexible interview scheduling in Los Angeles County's CalFresh program significantly increased benefit approval rates and reduced processing times, particularly aiding working families, students, and individuals experiencing homelessness.
Our work with Pennsylvania to implement user experience and user interface changes shows that innovation can be easier to implement than it might seem.
A brief report on our quantitative research about messages that increase people's take-up of government benefits by making them feel like those benefits belong to them.
This overview journey map of street homeless outreach reflects the business process, and worker and client experience during the period January–April 2016 from initial observation, contact, case management, and placement in permanent housing. The map is displayed in eleven high-level sections, each with individual sub-level sections. Summaries and details for all the sections are presented in the subsequent pages. Each dot represents an individual or agency. Each cluster of dots represents a service interaction.
This overview journey map of street homeless outreach reflects the complexity of the service journey from first contact on street to placement in permanent housing.
This update highlights progress in improving federal customer experience (CX) following Executive Order 14058, showcasing service enhancements across agencies.
