This report explores how AI is currently used, and how it might be used in the future, to support administrative actions that agency staff complete when processing customers’ SNAP cases. In addition to desk and primary research, this brief was informed by input from APHSA’s wide network of state, county, and city members and national partners in the human services and related sectors.
American Public Human Services Association (APHSA)
This foundational article develops the concept of administrative burden, defining it as the learning, psychological, and compliance costs individuals face when interacting with government, and argues that these burdens are often shaped by political choices.
Journal of Public Administration Research and Theory
The U.S. Digital Response collaborated with a state workforce agency to develop a multilingual, user-friendly system for retroactive Pandemic Unemployment Assistance (PUA) applications, enhancing claimant comprehension and reducing administrative strain.
This paper describes the policy choices, business practices, and technology innovations that the State of New Jersey is employing to ensure that the right people get benefits — accurately and on time.
U.S. Digital Response partnered with the Department of Labor to design a human-centered, low-code solution for efficient retroactive unemployment benefit determination.
This case study describes how Nava is working with the General Services Administration, Fearless, and the U.S. Postal Service to design, build, and deliver a new in-person identity verification service to nearly 20,000 USPS locations
This issue brief describes the Pennsylvania case study, outlines the historical context, and offers strategies and recommendations for successfully implementing Fast Track.
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 award documentation from the National Association of State Chief Information Officers (NASCIO) explains how agencies in Ohio used automation to support administration of public benefits programs.
National Association of State Chief Information Officers (NASCIO)
