This case study describes how Nava is working with the General Services Administration, Fearless, and the U.S. Postal Service to design, build, and deliver a new in-person identity verification service to nearly 20,000 USPS locations
This report explores how state and local agencies can enhance customer service in health and human services by implementing technologies such as web-based tools, mobile applications, and call center innovations, aiming to streamline processes and improve client interactions.
Created for use in the Digital Doorways research project, this design stimuli shows the steps of submitting an application, sharing personal information, and verifying identity for New York's integrated online application that includes SNAP and Medicaid.
This FormFest profile explores how Philadelphia leveraged cross-department data sharing to launch its Zero Fare program, auto-enrolling eligible residents in unlimited transit benefits while tackling the challenge of outreach and trust-building to deliver passes effectively.
This event convened policy experts and state leaders to explore how states can operationalize new Medicaid work reporting mandates—covering technical, legal, and implementation challenges.
This memorandum summarizes the fiscal and programmatic impacts of Public Law 119-21 (H.R. 1 – “One Big Beautiful Bill”) on the state, detailing major provisions related to SNAP, Medicaid, higher education, taxation, and other federally funded programs.
This report details the development and deployment of My File, an open-source digital document management tool designed to help individuals securely store and share documents needed to access public services.
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)
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.
Code for America’s Integrated Benefits Initiative has been working in partnership with the State of Colorado to demonstrate how user-centered approaches lead to measurably better delivery of safety net programs. This article describes their work with the state of Colorado in simplifying how clients report common life changes that can affect their eligibility.
