This issue brief describes the Pennsylvania case study, outlines the historical context, and offers strategies and recommendations for successfully implementing Fast Track.
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.
This award documentation from the National Association of State Chief Information Officers (NASCIO) explains how agencies in Ohio used automation to support administration of public benefits programs.
National Association of State Chief Information Officers (NASCIO)
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.
This resource highlights strategies for integrating benefits renewals and correspondence, potentially reducing administrative burdens for both clients and caseworkers.
Article describing the “time tax,” the costs to people applying or benefits in terms of spending substantial amounts of time navigating user-unfriendly interfaces. The article describes the necessity of simplifying safety-net programs and cross-coordinating across various social service programs.
The Texting Playbook provides guidance and well-researched strategies to help state agencies implement texting in support of Medicaid, SNAP, WIC, and other benefits programs. It provides an overview of how to start texting clients; the types of messages to send, including real examples; Federal Communications Commision (FCC) policy guidance; how to encourage opt-ins and collect consent; how to avoid coming across as spam; and a cost analysis of texting.
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.
Differing federal requirements for public benefit applications create significant barriers for applicants and complicate state efforts to integrate services.
This report contributes to the quantitative measurement of psychological burdens by examining a case study of a single social program: the Supplemental Nutrition Assistance Program, by considering new quantitative measures of the psychological burdens faced by SNAP applicants.
