Modernizing Public Benefits Delivery: How Innovation Can Deliver Results for Eligible Households and Taxpayers
Augustine, Nancy Y.
Today's benefits programs play a crucial role in assisting millions of people, but to enhance their effectiveness, it is essential to modernize and innovate the delivery of these benefits. The pandemic has forced government agencies to find new ways of providing services, showcasing the potential for change. With the public health emergency ending and a focus on improving customer experience, there is an opportunity for transformation. A modernized public benefits system would benefit program participants, administrators, policymakers, and taxpayers alike. The paper proposes a set of principles to guide the desired future state and outlines the necessary practices to achieve this modernization.