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Improvements in Public Programs’ Customer Service Experiences Could Better Meet Enrollees’ Needs and Help Build Trust in Government

This resource examines how improvements in customer service experiences in public benefit programs like Medicaid, CHIP, and TANF can help better meet enrollees’ needs and build trust in government.

Organization: Urban Institute

Authors: Eleanor Pratt, Marla McDaniel, Heather Hahn, Jennifer M. Haley, Dulce Gonzalez, Soumita Bose, Sarah Morriss, Laura Wagner

Published Year: 2023

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To better understand the experiences of people applying for public benefit programs and their perceptions of good and bad customer service within those programs, in 2022, the Urban Institute interviewed 27 adults who had applied for or received TANF cash assistance or Medicaid/CHIP in 2021 and reported at least one of four specified enrollment challenges.