Modernizing Public Benefits Delivery: How Innovation Can Deliver Results for Eligible Households and Taxpayers
A modernized public benefits system would better serve program participants, administrators, policy makers, and taxpayers. This paper proposes a set of principles both define the desired future state and outline the values that shape decision making along the way. Practices describe the processes needed to achieve modernization.
The report emphasizes the necessity of modernizing public benefits delivery to enhance efficiency, equity, and customer experience, particularly in response to challenges highlighted by the COVID-19 pandemic.
It recommends principles and strategies such as streamlined enrollment, data-driven decision-making, and cross-government collaboration to better serve eligible households and taxpayers.
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