Changing citizen needs and expectations, legislative changes in eligibility rules and funding, staff reductions, and the retirement of experienced employees, coupled with legacy systems that are decades old, all cause delays in enrollment, verification, and benefit delivery, as well as errors in benefit administration.
Goals and Objectives
Improve capacity to provide holistic services and drive better outcomes that address the root causes of individual, family, and community services challenges.
Hardware: Smartphones and tablets; Software: Cloud-based eligibility platforms, digital signatures, AI-enabled case management and policy/legislative review, dashboards, and security; Services: Citizen journey mapping and websites redesigned around user needs with data-driven analysis influencing management and development decisions
Use Case Summary
By employing technology such as a cloud-based digital transformation platform enabling eligibility systems that streamline front-end and back-end processes for eligibility determination and delivery of benefits, agencies facilitate data sharing among ecosystem partners while protecting PII.