This resource describes how different agencies have updated their systems to increase online and mobile access to benefits information and applications, including using text messages to share benefits information with residents.
This issue brief illustrates the challenges that many older adults with low income face in gaining access to benefits online. It addresses digital literacy, access to broadband internet, and the increasing prevalence of connecting online to SNAP.
This paper describes results from fieldwork conducted at a social services site where the workers evaluate citizens' applications for food and medical assistance submitted via an e-government system. These results suggest value tensions that result - not from different stakeholders with different values - but from differences among how stakeholders enact the same shared value in practice.
CHI '14: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Our work with Pennsylvania to implement user experience and user interface changes shows that innovation can be easier to implement than it might seem.
In 2024, the Center on Budget and Policy Priorities and Digital Benefits Network led a workshop to explore key terms related to digital identity, and provide ecosystem-level context on how authentication and identity proofing may show up in the online benefits experience and impact clients. This resource links to the presentation slides.
This report puts forth an anti-racist reimagining of Medicaid and CHIP that actively reckons with the racist history of the Medicaid program and offers principles and recommendations that capitalize on the transformative potential of the programs. The principles center the voices and agency of program participants and prioritize direct community involvement at all stages of the policy process.
Oklahoma Human Services (OKDHS) modernized their service delivery by reducing their real estate footprint, designing trauma-informed and user-friendly spaces, and expanding an embedded worker program to improve accessibility and client experience. Through their "Service First" strategy, OKDHS aims to create more equitable and compassionate interactions, reaching vulnerable populations while addressing high occupancy costs.
The Summer EBT Playbook offers states practical strategies, tools, and examples to effectively implement the new Summer EBT program, ensuring low-income children receive food benefits when school is out.
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.
While millions of workers have gained access to PFML, the lack of uniformity in mandatory PFML programs created a growing patchwork of state laws, differing on nearly 30 policy components across four key areas: substantive benefits, financing, eligibility, and administrative requirements.
