Best Practices for Modernizing Integrated Public Benefits Applications

Many state agencies around the country are trying to modernize applications for public benefits programs in their state. This work often involves developing an integrated application for two or more public benefits, and then engineering an online portal on which to host the integrated application. Because most state agencies lack the technological expertise to do this work in-house, they hire third party vendors and consulting firms to help. This report thus seeks to answer the question: What can be learned about best practices for equitable applications, from states that have modernized their remote integrated benefits applications for Medicaid, Supplemental Nutrition Assistance Program (SNAP) and/or Temporary Assistance for Needy Families (TANF) programs since the Affordable Care Act? To answer this question, the researcher conducted 24 interviews with Subject Matter Experts involved in designing, building, launching, administering, and/or researching integrated benefits applications. Findings include best practices for the processes of hiring, building, launching, and conducting outreach related to integrated benefits applications. States must also ensure that the benefits applications are human-centered, meaning that the features and capabilities of the application facilitate equitable access and successful enrollment by applicants with diverse backgrounds, identities, and needs.