The vision of an integrated system is getting closer. Program silos are being removed, and technology and operations are becoming more integrated. For users, benefit exploration, application, and service delivery have greatly improved. However, there is room for improvement. On the national stage, policies and standards across programs can be better aligned. At the state level, program success has varied depending on the level of operational and leadership support. Leading states have developed a good rules engine, effective data collection/sharing, and efficient technology. Maintaining a shared vision for holistic system integration will continue to drive progress in this area.“
Denise Winkler, from Microsoft, sees some progress but questions whether the scope of IE programs should be expanded:
“After the passage of the ACA, states envisioned using technology to integrate the delivery of HHS programs focusing on cash, food, and health benefit programs. The goal was to improve service delivery to citizens and improve agency efficiency. Over the last decade, States have made significant improvements including online client portals; lobby management systems; mobile applications; automated work processes and in some cases complete replacement of aging eligibility systems. Despite these successful innovations, not all States have the resources to modernize technology, so service delivery is inconsistent from state-to-state. In addition, this initial wave of modernization focused on case management functionality, powerful tools such as data analytics and artificial intelligence are just being considered. Ultimately, if the goal is improved service delivery shouldn’t programs such as child support enforcement and child protection be included?”
Vijay Ravichandran, of Infosys Public Services, highlights that while some modernization has happened, there is still a lot of work to get to integration:
“What does ‘Integrated Eligibility’ really mean? Is it a finely architected system, coordinated operations across all programs under the umbrella of ‘integration’ or is it one seamless experience for the citizen? The simple answer is ‘all of the above’, and this vision is still a work in progress in most states. Legacy systems (blue screens and all) were theoretically integrated but couldn’t adapt. Modernization efforts driven by the ACA, involving multi-year procurements and implementations have left most states with a modern but disintegrated stand-alone eligibility system. The next step is to assess the current level of maturity and then use accelerated modular procurement to get to full ‘integration’.”
Denise Winkler, from Microsoft, sees some progress but questions whether the scope of IE programs should be expanded:
“After the passage of the ACA, states envisioned using technology to integrate the delivery of HHS programs focusing on cash, food, and health benefit programs. The goal was to improve service delivery to citizens and improve agency efficiency. Over the last decade, States have made significant improvements including online client portals; lobby management systems; mobile applications; automated work processes and in some cases complete replacement of aging eligibility systems. Despite these successful innovations, not all States have the resources to modernize technology, so service delivery is inconsistent from state-to-state. In addition, this initial wave of modernization focused on case management functionality, powerful tools such as data analytics and artificial intelligence are just being considered. Ultimately, if the goal is improved service delivery shouldn’t programs such as child support enforcement and child protection be included?”
Vijay Ravichandran, of Infosys Public Services, highlights that while some modernization has happened, there is still a lot of work to get to integration:
“What does ‘Integrated Eligibility’ really mean? Is it a finely architected system, coordinated operations across all programs under the umbrella of ‘integration’ or is it one seamless experience for the citizen? The simple answer is ‘all of the above’, and this vision is still a work in progress in most states. Legacy systems (blue screens and all) were theoretically integrated but couldn’t adapt. Modernization efforts driven by the ACA, involving multi-year procurements and implementations have left most states with a modern but disintegrated stand-alone eligibility system. The next step is to assess the current level of maturity and then use accelerated modular procurement to get to full ‘integration’.”
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