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 study evaluates the use of RPA technology by three states to automate SNAP administration, focusing on repetitive tasks previously performed manually.
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.
This post from the Center on Budget and Policy Priorities argues that the traditional measures of program performance say little about the human experience of accessing benefits, and argues for enhanced performance metrics to support more human-centered delivery.
This toolkit has important information to help inform people with Medicaid or CHIP about steps to take to renew their coverage or find other health care options.
This study examines how individuals assess administrative burdens and how these views change over time within the context of the Special Supplemental Nutrition Assistance Program for Women, Infants, and Children (WIC).
Sharing lessons learned via the Medicaid Churn Learning Collaborative, which is working to reduce Medicaid churn, improve renewal processes for administrators, and protect health insurance coverage for children and families.
This benefits protection toolkit is a step-by-step guide to develop and integrate a benefits protection strategy into your Direct Cash Transfer (DCT) program design. This toolkit includes a set of customizable templates, letters, and other tools which should be downloaded and modified for your pilot and local context.
Ruling from the FCC granting the U.S. Department of Health and Human Services (HHS) to confirm that federal and state governmental agencies working in conjunction with local governments, governmental contractors, and managed care entities acting under contract with state governments may, under certain circumstances, make autodialed and prerecorded or artificial voice calls or send autodialed text messages to raise awareness of the eligibility and enrollment requirements for these governmental health care programs without violating the Telephone Consumer Protection Act (TCPA).
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.
