In this updated primer, the DBN describes how identity proofing and authentication show up in public benefits applications and outlines equity and security concerns raised by common identity proofing and authentication methods.
This resource allows policymakers, employers, benefits providers, and researchers assess benefits performance for constituents and identify opportunities in market and policy innovation to ensure equitable benefits distribution.
When people hit the moment in the HealthCare.gov sign-up process where they need in-person help, they’re likely frustrated and at risk of abandoning the process altogether. To help, Ad Hoc designers on the Centers for Medicare & Medicaid Services (CMS) Find Local Help team extensively researched user pain points and used human-centered design to create a tool that respects the stress users may experience and delivers the information they need as quickly and simply as possible.
Benefits Data Trust (BDT) is a nonprofit that connects people to public benefits through a streamlined, phone-based application system called Benefits Launch, which reduces redundant questions and speeds up the process for multiple programs. BDT's approach, supported by a custom-built rules engine, has facilitated over 800,000 benefit enrollments, helping secure over $9 billion for eligible households across seven states.
Post-Medicaid continuous enrollment's end in March 2023, states faced renewal challenges through August 2024, seeing improved auto-renewals but persistent procedural disenrollments despite outreach and intervention.
Our work with Pennsylvania to implement user experience and user interface changes shows that innovation can be easier to implement than it might seem.
This report examines Georgia’s Medicaid demonstration testing work requirements—the only such active program in the nation—and provides detailed findings on administrative costs, implementation challenges, and federal oversight weaknesses.
This update highlights progress in improving federal customer experience (CX) following Executive Order 14058, showcasing service enhancements across agencies.
The New Mexico Human Services Department and Department of Health, as part of the Coordinating SNAP & Nutrition Supports program, leveraged data sharing to align SNAP, Medicaid, TANF, and WIC.
American Public Human Services Association (APHSA)
Code for America’s Integrated Benefits Initiative has been working in partnership with the State of Colorado to demonstrate how user-centered approaches lead to measurably better delivery of safety net programs. This article describes their work with the state of Colorado in simplifying how clients report common life changes that can affect their eligibility.
This report presents findings and recommendations from a user experience study based on interviews with 156 participants enrolled in Medicaid and SNAP.
