The article discusses how state agencies can effectively use text messaging to communicate with Medicaid and SNAP enrollees, especially following a 2021 FCC ruling that permits automated texts for informational purposes.
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.
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)
Provides state and local Special Supplemental Nutrition Program for Women, Infants, and Children (WIC) agencies with a practical guide for developing or improving online WIC application systems.
This FormFest profile explores how Philadelphia leveraged cross-department data sharing to launch its Zero Fare program, auto-enrolling eligible residents in unlimited transit benefits while tackling the challenge of outreach and trust-building to deliver passes effectively.
This guide is intended to provide everything else, with a focus on the basics of UI technology projects, guidance on standards for equitable uses of technology, and strategies for how to have a positive impact on these projects.
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.
This case study highlights how states used data sharing and targeted outreach to boost WIC enrollment among Medicaid and SNAP participants, improving program reach and reducing disparities.
This report provides an early 2025 snapshot of state Medicaid and CHIP policies as they return to normal operations post‑pandemic, focusing on eligibility, enrollment, and renewal processes.
This file contains two, state-agnostic service blueprints that visualize how the new work requirements policy passed as part of H.R. 1 impacts the process of applying for, determining, and maintaining eligibility for SNAP and Medicaid benefits.
This 8.5x11 service blueprint visually maps how Medicaid work requirements will function once implemented in 2027, detailing each policy step, system interaction, and client experience to help states identify administrative challenges and opportunities for human-centered redesign.
