Demand for public benefits is rising in response to continued economic pressure on vulnerable people, in addition to changes in eligibility rules for some safety net programs. This report summarizes existing benefits access efforts, studies the successes and challenges of benefits expansion efforts through a subset of in-depth case studies, and analyzes the potential for sustaining, expanding, and replicating successful efforts.
Office of the Assistant Secretary for Planning and Evaluation (ASPE)
Data provided by the NYC Mayor’s Office for Economic Opportunity regarding benefit, program, and resource information for over 80 health and human services available to NYC residents in all eleven local law languages.
A discussion of lessons learned in the City of San José’s efforts to provide inclusive digital services for all residents through the San José 311 app.
This publication shares ten ways states can improve start-to-finish customer experience for unemployment insurance claimants. These approaches can increase overall equitable access and system integrity for UI administration.
This case study highlights Michigan’s integrated, data-driven approach to reducing food insecurity through cross-agency collaboration, referral tracking, and targeted outreach.
American Public Human Services Association (APHSA)
The Performance.gov team hosted a webinar featuring federal customer experience (CX) changemakers from across government and focused on the nine CX projects that aim to address pain points learned about through human-centered design research.
Hennepin County, Minnesota, implemented an online application system for child care assistance, resulting in increased applications, faster benefit distribution, and reduced administrative burdens.
The Michigan Department of Health and Human Services, together with the Food Bank Council of Michigan and the Michigan Department of Education developed a comprehensive Food Insecurity Map and a closed-loop referral system for nutrition and economic supports.
American Public Human Services Association (APHSA)
Propel describes how its mobile app outreach campaign helped millions of Medicaid enrollees navigate renewal during the post-pandemic “unwinding” by driving action through notifications, messaging, and in-app tools.
A case study of the Hawai‘i Career Acceleration Navigator — an accessible, data-driven and full-service government platform for unemployed people and other jobseekers to search for jobs and access supportive service benefits.
