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.
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.
This guide discusses general characteristics shared by organizations that have successfully created accessible content, and includes case studies that showcase characteristics of successful accessible content teams.
This case study details the development of a document extraction prototype to streamline benefits application processing through automated data capture and classification.
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.
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 New York's integrated online application that includes SNAP and Medicaid.
A report outlining human-centered design strategies to help states implement new federal Medicaid work requirements in ways that minimize coverage loss and administrative burden
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.
This resource outlines strategies for cross-enrollment outreach, which can break down silos between programs and reach applicants who may be eligible for under-enrolled benefits programs.
This report presents findings and recommendations from a user experience study based on interviews with 156 participants enrolled in Medicaid and SNAP.
This report outlines strategies states can adopt to improve access to SNAP, Medicaid, and WIC programs by leveraging policy options, data coordination, and streamlined service delivery.
