Based on user interviews with families across the United States who navigated the Medicaid renewal process, this report offers insights and recommendations for improving the experience of renewing Medicaid and other benefits.
This paper explains identity proofing, its impact on Medicaid access and equity, and federal guidance and business practices that support removing identity proofing as a barrier.
Through the ACCESS project, key collaborators have shared insights into current and future opportunities for alignment within their agencies, including potential enablers for and barriers to alignment activities.
American Public Human Services Association (APHSA)
The Atlanta Fed’s CLIFF tools provide greater transparency to workers about potential public assistance losses when their earnings increase. We find three broad themes in organization-level implementation of the CLIFF tools: identifying the tar- get population of users; integrating the tool into existing operations; and integrating the tool into coaching sessions.
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.
CMS has identified a number of immediate and longer-term strategies that states can implement to improve application processing timeframes and address application backlogs.
This plan promotes responsible AI use in public benefits administration by state, local, tribal, and territorial governments, aiming to enhance program effectiveness and efficiency while meeting recipient needs.
U.S. Department of Health and Human Services (HHS)
CBPP and CCF held a webinar to discuss where Medicaid stakeholders go from here. CCF highlighted where states are now, next steps for state compliance with federal requirements, best practices that should be continued beyond the unwinding, and potential new developments including the final eligibility and enrollment rule. Additionally, we discussed outreach strategies to reconnect eligible children and families who lost Medicaid back to coverage.
Comprehensive and sustained improvement in benefits access and customer experience requires changes across policy, operations, technology, staffing, procurement, and more. This guide offers a collection of actions and best practices for states to apply.
USDS partnered with CMCS and state Medicaid agencies to improve eligibility and enrollment systems after the COVID-19 Public Health Emergency ended, focusing on health coverage renewals.
