Eligible people struggle to maintain their case status for critical safety net services, often due to administrative hurdles and poor communication. Code for America piloted text message reminders to support Louisianans, which helped clients avoid costly churn. Text messages are an underrated, efficient solution for human service agencies to meet client expectations and improve case outcomes.
The ubiquity of mobile devices makes it imperative to build “mobile first” services, i.e. services built with the expectation that they will primarily be accessed on mobile devices. This article also outlines important considerations and suggestions for implementing mobile-first user interfaces.
Hennepin County, Minnesota, implemented an online application system for child care assistance, resulting in increased applications, faster benefit distribution, and reduced administrative burdens.
In response to exploding demand for social services during COVID-19, the Louisiana Department of children and Family services implemented text-message alerts and reminders for the state’s entire SNAP caseload, launched a text-based public campaign to help people understand and apply for SNAP benefits, and hired SNAP recipients to provide client feedback on communications and policy decisions.
Code for America partnered with the CBPP, Civilla, and Nava to launch the Integrated Benefits Initiative, testing and piloting human-centered approaches to improve outcomes and learn what an optimal safety net could look like. This article describes key takeaways from short-term pilots implemented as part of this project.
A discussion of lessons learned in the City of San José’s efforts to provide inclusive digital services for all residents through the San José 311 app.
