This primer introduces two foundational software types that can support organizations that are committed to accessible benefits information: content management systems (CMS) and application program interfaces (APIs).
This resource examines how improvements in customer service experiences in public benefit programs like Medicaid, CHIP, and TANF can help better meet enrollees’ needs and build trust in government.
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
Applying UX research methods, the City of San Jose worked to improve how low-income and non-English speaking residents engaged with My San Jose, a website and mobile app for residents to report neighborhood issues to cities. They used a Spanish and Vietnamese translator to conduct interviews with target users, then detailed major findings and corresponding recommendations in this report.
The Texting Playbook provides guidance and well-researched strategies to help state agencies implement texting in support of Medicaid, SNAP, WIC, and other benefits programs. It provides an overview of how to start texting clients; the types of messages to send, including real examples; Federal Communications Commision (FCC) policy guidance; how to encourage opt-ins and collect consent; how to avoid coming across as spam; and a cost analysis of texting.
This resource outlines strategies for cross-enrollment outreach, which can break down silos between programs and reach applicants who may be eligible for under-enrolled benefits programs.
GetYourRefund.org is an online portal by Code for America that helps low-income individuals claim thousands of dollars in tax credits, even after the traditional tax deadline has passed.
FNS evaluations of Summer EBT programs show significant reductions in childhood food insecurity, but some eligible households do not fully redeem benefits.
In a time of crisis, behavioral science offers insights into how to reduce the paperwork and other administrative burdens that prevent people from taking advantage of crucial support services.
The New Jersey Department of Human Services and New Jersey Department of Health collaborated in their Coordinating SNAP & Nutrition Supports project to enhance the enrollment and coordination of SNAP and WIC programs.
American Public Human Services Association (APHSA)
