The Impact of the TTS Public Benefits Studio 2024
An impact report summarizing how a small public-sector innovation team tested, built, and piloted shared digital services to reduce administrative burden in public benefits delivery.
This report documents a three-year portfolio of research, prototyping, and product bets focused on improving how people receive and act on benefits communications, with a flagship shared texting service that enabled agencies to send high-volume, multilingual notifications and demonstrated reductions in churn, fraud losses, and processing delays.
It describes the team’s lean, hypothesis-driven approach to product discovery and investment decisions, including how opportunities were selected, tested, and sunset when they no longer aligned with capacity or priorities.Â
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