On July 16, members of the Digital Identity Community of practice gathered to learn how peers are gathering beneficiary feedback on their experiences with accounts and proving their identity.
This update highlights progress in improving federal customer experience (CX) following Executive Order 14058, showcasing service enhancements across agencies.
This report examines how implementing Asset Verification Systems (AVS) can streamline Medicaid eligibility determinations for seniors and individuals with disabilities by automating the verification of applicants' financial assets.
This webinar addressed the near completion of the Medicaid continuous coverage unwinding, highlighting a net decrease of almost 10.6 million enrollees, including over 4 million children, and discussed next steps for state compliance, best practices, and outreach strategies to reconnect eligible individuals who lost coverage.
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.
A modernized public benefits system would better serve program participants, administrators, policy makers, and taxpayers. This paper proposes a set of principles both define the desired future state and outline the values that shape decision making along the way. Practices describe the processes needed to achieve modernization.
This page includes data and observations about authentication and identity proofing steps specifically for online applications that include MAGI Medicaid.
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.
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.
In this summary, the authors use WBNS data to provide updated estimates of chilling effects in 2023 among immigrant families (i.e., in which the respondent or a family member living with them was not born in the US).
This report provides an early 2025 snapshot of state Medicaid and CHIP policies as they return to normal operations post‑pandemic, focusing on eligibility, enrollment, and renewal processes.
