This report evaluates state government websites for the Supplemental Nutrition Assistance Program (SNAP), providing links to each state's site and assessing the information and services they offer.
This brief highlights the complex journey that older adults experience when applying for and enrolling in SNAP, including the major barriers and solutions that improve access along the way.
This guide provides practical insights for benefits administrators on redesigning benefits systems using human-centered design to ensure all eligible residents can access crucial social safety net resources.
The Hawai‘i Department of Human Services (DHS), in partnership with the Hawai‘i Department of Health (DOH) and the Children’s Healthy Living Center of Excellence (CHL Center) at the University of Hawai‘i at Mānoa, is building foundational capacity to share and analyze administrative data across the SNAP (Supplemental Nutrition Assistance Program) and the Special Supplemental Nutrition Program for Women, Infants and Children (WIC). This groundwork will enable Hawai‘i to increase access to nutrition support programs, in alignment with Hawai‘i’s ‘Ohana Nui framework, which aims to dismantle intergenerational poverty.
American Public Human Services Association (APHSA)
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.
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.
MyFile NYC is a digital platform that allows New York City residents experiencing homelessness to securely store, share, and manage vital documents with the Department of Homeless Services, streamlining the process of establishing eligibility for public benefits. This pilot, launched in 2022, aims to improve service access by reducing barriers like communication and documentation challenges, while allowing users control over their information.
NYC's My File NYC and New Jersey's unemployment insurance system improvements demonstrate how successful digital innovations can be scaled across various programs, leveraging trust-building, open-source technology, and strategic partnerships.
The Performance.gov team hosted a webinar featuring federal customer experience (CX) changemakers from across government and focused on the nine CX projects that aim to address pain points learned about through human-centered design research.
CiviForm is a free, open source software solution for governments that was built to simplify how residents find and apply for public assistance programs.
Nava built flexible and reusable software and design components to make it easier for Vermonters to access their benefits. These components support Vermont’s long-term vision of integrating eligibility and enrollment processes for all of the state’s healthcare and financial benefit programs.
