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 discusses the country’s chronic underinvestment in children and resulting outcomes, including new data on poverty rates among young children, is inextricable from the prospects of young children; and the remarkably comprehensive pandemic-era response policies, including which changes contributed most to reducing child poverty.
This report outlines state Medicaid program priorities, including expanding access to services, addressing health disparities, and implementing cost-containment measures amid post-pandemic uncertainties.
An in-depth report that examines how states use automated eligibility algorithms for home and community-based services (HCBS) under Medicaid and assesses their implications for access and fairness.
This guide highlights approachable ideas for state and local public benefits agencies to improve applications, renewals, and correspondence. As outlined in this resource, even small improvements can be transformative for residents and caseworkers alike.
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.
Louisiana issued an RFI to identify solutions that can provide a technology platform for determining eligibility and managing cases across multiple human services programs.
This report summarizes insights from interviews with seven states on how they are adapting integrated eligibility and enrollment (IEE) systems in response to sweeping federal changes to SNAP and Medicaid under H.R. 1.
Created for use in the Digital Doorways research project, this design stimuli shows the steps of submitting an application, sharing personal information, and verifying identity for Massachusetts' online application for Medicaid.
This resource is a research paper examining the role of the public safety net in insuring job losers against income loss, analyzing which government programs provide financial support and how benefits vary based on pre-job loss income levels.
The Performance.gov team hosted a webinar featuring federal customer experience (CX) changemakers from across government and focused on the nine CX projects that aim to address pain points learned about through human-centered design research.
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.
