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 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.
Article describing the “time tax,” the costs to people applying or benefits in terms of spending substantial amounts of time navigating user-unfriendly interfaces. The article describes the necessity of simplifying safety-net programs and cross-coordinating across various social service programs.
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.
The Technology Transformation Service at GSA recently created a new Public Benefits Studio to focus on fostering a more cohesive, coordinated experience for the public, across programs.
This resource is a communications toolkit designed to help states and stakeholders inform Medicaid and CHIP recipients about the eligibility renewal process, ensuring they take necessary steps to maintain or transition to alternative health coverage.
LA’MESSAGE is a one-way text messaging service developed by Code for America in partnership with Louisiana to broadcast reminders and guidance to residents enrolled in and eligible for SNAP, Medicaid, TANF, and WIC at key points throughout the benefits enrollment and renewal process.
Applicants to federal aid programs face numerous barriers in accessing benefits they are eligible for. The Centers for Medicaid and Medicare conducted an extensive qualitative user research study to better understand applicant experience in enrolling in public assistance programs. Based on the results, the study emphasizes the need for simplified, streamlined and less burdensome application processes.
The ubiquity of mobile devices makes it imperative to build “mobile first” services, i.e. services built with the expectation that they will primarily be accessed on mobile devices. This article also outlines important considerations and suggestions for implementing mobile-first user interfaces.
Our work with Pennsylvania to implement user experience and user interface changes shows that innovation can be easier to implement than it might seem.
Applicants to federal aid programs face numerous barriers in accessing benefits they are eligible for. The Centers for Medicaid and Medicare conducted an extensive qualitative user research study to better understand applicant experience in enrolling in public assistance programs. Based on the results, the study emphasizes the need for simplified, streamlined and less burdensome application processes.
