Eligible people struggle to maintain their case status for critical safety net services, often due to administrative hurdles and poor communication. Code for America piloted text message reminders to support Louisianans, which helped clients avoid costly churn. Text messages are an underrated, efficient solution for human service agencies to meet client expectations and improve case outcomes.
The 2021 President’s Management Agenda identified federal customer experience as a priority area for improvement. GAO was asked to review OMB and selected federal agencies’ efforts to improve federal customer experience.
The article discusses how state agencies can effectively use text messaging to communicate with Medicaid and SNAP enrollees, especially following a 2021 FCC ruling that permits automated texts for informational purposes.
The Center on Budget and Policy Priorities (CBPP) report discusses how reducing administrative burdens in Medicaid can enhance health outcomes and promote racial equity.
This brief provides a summary of potential federal funding sources and programs that can be used to support programs specifically targeted towards young families. While this list is not exhaustive, it highlights major sources that can serve as a starting point for braiding and blending of funding to create comprehensive programming to serve young families.
American Public Human Services Association (APHSA)
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.
The Better Government Lab at the McCourt School of Public Policy at Georgetown University has developed a new scale for measuring the experience of burden when accessing public benefits. They offer both a three-item scale and a single-item scale, which can be utilized for any public benefit program. The shorter scales provide a less burdensome way to measure by requiring less information from users.
As a part of Benefit Data Trust (BDT)’s Medicaid Churn Learning Collaborative, BDT has created a memo describing policy options and state examples for Medicaid administrators to reduce churn for non-MAGI Medicaid enrollees when the federal public health emergency ends.
This update highlights progress in improving federal customer experience (CX) following Executive Order 14058, showcasing service enhancements across agencies.
The Medicaid Renewals Playbook offers strategies for technologists assisting states in streamlining Medicaid renewal processes during the COVID-19 Public Health Emergency unwinding.
This article examines how administrative burdens in U.S. social safety net programs have changed over the past 30 years, showing that while average burdens have declined, inequality in who faces these burdens has grown.
The ANNALS of the American Academy of Political and Social Science
The Building Human-Centered Benefits Renewal Processes with Client Equity in Mind article by Code for America discusses the implementation of ex parte renewals in Minnesota's Medicaid program to streamline benefit renewals for aged, blind, and disabled populations, reducing administrative burdens and enhancing equity.
