This update highlights progress in improving federal customer experience (CX) following Executive Order 14058, showcasing service enhancements across agencies.
Eligible people struggle to maintain their case status for critical safety net services, often due to administrative hurdles and poor communication. Code for America piloted text message reminders to support Louisianans, which helped clients avoid costly churn. Text messages are an underrated, efficient solution for human service agencies to meet client expectations and improve case outcomes.
This blog post discusses strategies that states can implement to make public assistance applications more accessible during the COVID-19 crisis, emphasizing the importance of flexibility in application processes to accommodate increased demand and social distancing measures.
This book is an in-depth exploration of federal programs and controversial legislation demonstrating that administrative burden has long existed in policy design, preventing citizens from accessing fundamental rights. Further discussion of how policymakers can minimize administrative burden to reduce inequality, boost civic engagement, and build an efficient state.
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.
This resource provides examples and practical guides that explain how to use existing regulations and data sharing agreements to transfer client information or eligibility status between benefit programs.
The Better Government Lab at the McCourt School of Public Policy at Georgetown University has developed a new scale for measuring the experience of burden when accessing public benefits. They offer both a three-item scale and a single-item scale, which can be utilized for any public benefit program. The shorter scales provide a less burdensome way to measure by requiring less information from users.
This report describes C-Stat 2.0, an updated version of the the Colorado Department of Human Services’ performance-based analysis strategy that allows them to better focus on and improve performance outcomes that enhance people’s lives.
The report discusses how state Medicaid agencies can enhance efficiency and maintain coverage for eligible individuals by implementing ex parte renewals, which automatically renew beneficiaries' coverage using existing data without requiring action from enrollees.
This article examines how the decentralization of safety net programs after welfare reform has led to growing inequality in benefit generosity and access across U.S. states.
This playbook is designed to help government and other key sectors use data sharing to illuminate who is not accessing benefits, connect under-enrolled populations to vital assistance, and make the benefits system more efficient for agencies and participants alike.
