A practical guide for government teams on how to design, test, and run effective public text message campaigns for benefits and service communications.
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.
This resource describes how different agencies have updated their systems to increase online and mobile access to benefits information and applications, including using text messages to share benefits information with residents.
LA’MESSAGE is a one-way text messaging service developed by Code for America in partnership with Louisiana to broadcast reminders and guidance to residents enrolled in and eligible for SNAP, Medicaid, TANF, and WIC at key points throughout the benefits enrollment and renewal process.
This presentation was recorded at the Texting and Notification Working Group meeting coordinated in part by the Aspen Institute Financial Security Program on February 28, 2024.
Ruling from the FCC granting the U.S. Department of Health and Human Services (HHS) to confirm that federal and state governmental agencies working in conjunction with local governments, governmental contractors, and managed care entities acting under contract with state governments may, under certain circumstances, make autodialed and prerecorded or artificial voice calls or send autodialed text messages to raise awareness of the eligibility and enrollment requirements for these governmental health care programs without violating the Telephone Consumer Protection Act (TCPA).
The Technology Transformation Service at GSA recently created a new Public Benefits Studio to focus on fostering a more cohesive, coordinated experience for the public, across programs.
A plain-language overview explaining how federal law regulates automated calls and text messages to the public, including when consent is required and who is exempt.
Federal Communications Commission present on how state and local agencies can legally use SMS messaging to engage with public benefits applicants and recipients, including compliance with the Telephone Consumer Protection Act (TCPA).
An impact report summarizing how a small public-sector innovation team tested, built, and piloted shared digital services to reduce administrative burden in public benefits delivery.
