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.
This resource allows policymakers, employers, benefits providers, and researchers assess benefits performance for constituents and identify opportunities in market and policy innovation to ensure equitable benefits distribution.
This roadmap provides a vision and plan for how to deliver modernized integrated eligibility and enrollment for health and human services using human-centered design, modular approaches to replacing legacy technology, change management, and iterative product processes.
This case study series highlights innovative state strategies to improve data coordination between SNAP and Medicaid agencies and increase access for eligible people.
The report examines how states are using Medicaid Section 1115 demonstration projects to address health-related social needs, such as housing and nutrition, for pregnant and postpartum individuals and young children to improve health outcomes and reduce disparities.
Through deeply reported case studies and insights from focus groups, this report provides an in-depth look at the impact of pandemic-era government spending on families.
This is the summary version of a report that documents four experiments exploring if AI can be used to expedite the translation of SNAP and Medicaid policies into software code for implementation in public benefits eligibility and enrollment systems under a Rules as Code approach.
When people hit the moment in the HealthCare.gov sign-up process where they need in-person help, they’re likely frustrated and at risk of abandoning the process altogether. To help, Ad Hoc designers on the Centers for Medicare & Medicaid Services (CMS) Find Local Help team extensively researched user pain points and used human-centered design to create a tool that respects the stress users may experience and delivers the information they need as quickly and simply as possible.
Through the ACCESS project, key collaborators have shared insights into current and future opportunities for alignment within their agencies, including potential enablers for and barriers to alignment activities.
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.
In 2024, the Center on Budget and Policy Priorities and Digital Benefits Network led a workshop to explore key terms related to digital identity, and provide ecosystem-level context on how authentication and identity proofing may show up in the online benefits experience and impact clients. This resource links to the presentation slides.
