This report analyzes lawsuits that have been filed within the past 10 years arising from the use of algorithm-driven systems to assess people’s eligibility for, or the distribution of, public benefits. It identifies key insights from the various cases into what went wrong and analyzes the legal arguments that plaintiffs have used to challenge those systems in court.
Applicants to federal aid programs face numerous barriers in accessing benefits they are eligible for. The Centers for Medicaid and Medicare conducted an extensive qualitative user research study to better understand applicant experience in enrolling in public assistance programs. Based on the results, the study emphasizes the need for simplified, streamlined and less burdensome application processes.
Applying UX research methods, the City of San Jose worked to improve how low-income and non-English speaking residents engaged with My San Jose, a website and mobile app for residents to report neighborhood issues to cities. They used a Spanish and Vietnamese translator to conduct interviews with target users, then detailed major findings and corresponding recommendations in this report.
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.
CMS has identified a number of immediate and longer-term strategies that states can implement to improve application processing timeframes and address application backlogs.
Initially created to inform federal staff at the U.S. Department of Health and Human Services, this tip sheet highlights the importance of using equitable communication and includes tips, guiding questions, and additional resources.
Office of the Assistant Secretary for Planning and Evaluation (ASPE)
This HuffPost article investigates the widespread failures of state unemployment websites during the COVID-19 pandemic, highlighting outdated technology, accessibility issues, and the human impact of these systemic breakdowns.
This study examines how individuals assess administrative burdens and how these views change over time within the context of the Special Supplemental Nutrition Assistance Program for Women, Infants, and Children (WIC).
This resource provides guidance on streamlining enrollment across public benefit programs to improve efficiency, reduce administrative burdens, and enhance access for eligible individuals and families.
