Michigan Online Enrollment Case Study
This case study documents how Civilla partnered with the Michigan Department of Health and Human Services (MDHHS) to redesign and modernize online enrollment for the state’s largest benefit programs.
Civilla conducted extensive research with both residents and frontline staff to understand the challenges of the legacy online system, which was long, confusing, and mobile‑unfriendly.
They then designed and prototyped a new portal that works well on mobile devices, consolidates all applications, renewals, document uploads, change reporting, and community referrals into a unified, accessible online dashboard. Early metrics showed dramatic improvements: over 2.7 million residents now manage benefits online, time to apply dropped by about 50%, document submissions rose by over 1300%, and text reminders became widely adopted.
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