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.
Comprehensive and sustained improvement in benefits access and customer experience requires changes across policy, operations, technology, staffing, procurement, and more. This guide offers a collection of actions and best practices for states to apply.
Code for America describes its work building the P-EBT online application and the consulting it provided to 10 states regarding implementing the program in a quick, effective, and human-centered way. Despite herculean efforts among human services and education agencies to get P-EBT off the ground, there were a few key technological, operational, and logistical barriers that consistently got in the way and hampered a smooth rollout of the program across the country.
The report discusses how state Medicaid agencies can utilize Supplemental Nutrition Assistance Program (SNAP) data to streamline the Medicaid renewal process, thereby maintaining coverage for eligible beneficiaries.
A study shows that Benefits Data Trust’s outreach and application assistance significantly increased SNAP enrollment among North Carolina seniors, improving health outcomes and reducing Medicaid costs.
Article describing the “time tax,” the costs to people applying or benefits in terms of spending substantial amounts of time navigating user-unfriendly interfaces. The article describes the necessity of simplifying safety-net programs and cross-coordinating across various social service programs.
Expanding access to free tax assistance through virtual Volunteer Income Tax Assistance (VITA) programs can help low-income filers claim essential tax benefits without incurring preparation fees.
This report contributes to the quantitative measurement of psychological burdens by examining a case study of a single social program: the Supplemental Nutrition Assistance Program, by considering new quantitative measures of the psychological burdens faced by SNAP applicants.
This guide highlights approachable ideas for state and local public benefits agencies to improve applications, renewals, and correspondence. As outlined in this resource, even small improvements can be transformative for residents and caseworkers alike.
In February 2023, the Digital Benefits Network at the Beeck Center for Social Impact + Innovation released a dataset documenting authentication and identity verification requirements that unemployment insurance (UI) applicants encounter across the United States. This resource outlines high-level observations from the data and more information about the research process.
This brief highlights the complex journey that older adults experience when applying for and enrolling in SNAP, including the major barriers and solutions that improve access along the way.
Webinar that shares Nava’s partnership with the Gates Foundation and the Benefits Data Trust that seeks to answer if generative and predictive AI can be used ethically to help reduce administrative burdens for benefits navigators.
