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Using Client-Centered Communications to Improve the Benefits Renewal Process

Implementing client-centered communication strategies, such as clear language and digital reminders, can significantly reduce churn in public benefit programs, ensuring eligible individuals maintain continuous access to essential services.

Organization: Code for America
Authors: Alexis Fernández Garcia, Simone Sequiera
Published Year: 2022
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Churn occurs when eligible individuals lose access to benefits due to missed or misunderstood reporting and renewal requirements, often resulting from complex administrative processes and ineffective communication.

This not only disrupts access to critical services like food and medical care but also imposes financial and operational burdens on agencies, as processing reapplications is more resource-intensive than handling renewals. To combat churn, agencies are encouraged to adopt client-centered communication approaches, which include:

  • Digitizing Communication Channels: Transitioning from traditional mail to digital platforms, such as text messages and emails, to provide timely and accessible information. For example, Louisiana’s implementation of a text messaging system led to a 67% increase in Medicaid renewals and a 37% increase in SNAP renewals.
  • Frequent and Timely Notifications: Sending reminders about important deadlines, required actions, and upcoming appointments to keep clients informed and engaged throughout the benefits process.
  • Clear and Simple Language: Utilizing plain language in all communications to ensure clients easily understand the steps they need to take, thereby reducing confusion and errors.
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