This webinar session discusses the importance of using CX metrics to guide agency-level decisions and how to gather, analyze, and apply customer feedback to optimize products and services.
Minnesota is a good example of an organization that started small in its drive to integrate benefits programs. For instance, its recent statewide rollout of its online integrated benefit application website, MNbenefits.mn.gov, started as a pilot in 2020 with Code for America. The pilot encompassed two counties including Hennepin County, where Minneapolis is located. The pilot later expanded to four counties, then 16 and a tribal nation. The final roll out, which took 12 months to implement, included the state’s 87 counties and three tribal nations.
A recap of the two-day conference focused on charting the course to excellence in digital benefits delivery hosted at Georgetown University and online.
The team developed an application to simplify Medicaid and CHIP applications through LLM APIs while addressing limitations such as hallucinations and outdated information by implementing a selective input process for clean and current data.
The team explored using LLMs to interpret the Program Operations Manual System (POMS) into plain language logic models and flowcharts as educational resources for SSI and SSDI eligibility, benchmarking LLMs in RAG methods for reliability in answering queries and providing useful instructions to users.
The team developed an AI-powered explanation feature that effectively translates complex, multi-program policy calculations into clear and accessible explanations, enabling users to explore "what-if" scenarios and understand key factors influencing benefit amounts and eligibility thresholds.
The team conducted experiments to determine whether clients would be responsive to proactive support offered by a chatbot, and identify the ideal timing of the intervention.
The team introduced "Policy Pulse," a tool to help policy analysts understand laws and regulations better by comparing current policies with their original goals to identify implementation issues.
Michigan's UIA director, Julia Dale, is leading the agency through transition by prioritizing lived experience, hope, grit, and values. Virginia's SNAP Program Manager, Michele Thomas, highlighted the success of Sun Bucks, a summer EBT child nutrition program that fed over 700,000 kids in its first year.
NYC's My File NYC and New Jersey's unemployment insurance system improvements demonstrate how successful digital innovations can be scaled across various programs, leveraging trust-building, open-source technology, and strategic partnerships.
