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Upgrading the member experience in government programs

Why improving the user journey also drives agency efficiency 

A recent survey of 41 states revealed that 93% identified funding challenges as the primary challenge in developing citizen service portals, with only 29% currently operating such a portal. Despite these constraints, many states expressed a strong desire to modernize and improve how residents access essential services, viewing digital portals as a critical step toward more responsive, equitable government. 

For millions of Americans, accessing vital government programs like Medicaid, SNAP and TANF means navigating a complex system of eligibility rules, paperwork and processes. And for the agencies that administer these programs, ensuring equitable access while managing limited resources is a constant and delicate balancing act. 

The stakes are high: when the experience is confusing or inaccessible, eligible individuals can miss out on critical services. At the same time, agencies face mounting pressure to modernize operations and reduce costs. The good news? A more intuitive, digital-first approach can support both goals. 
 
Related: Case study: Streamlining SSA for faster aid 
 
What better looks like: key strategies for member-centered access 
Improving the customer experience in public benefit programs isn’t just a feel-good idea. It’s a practical way to increase program reach, reduce administrative friction and promote self-sufficiency. The most effective state-run portals today share a thread of common characteristics: 

  1. Improved accessibility and convenience 
    Modern digital platforms allow beneficiaries to manage their benefits anytime, from anywhere, reducing the need for in-person visits and cutting down on transportation barriers and long wait times.
  2. Enhanced efficiency and reduced burden on staff 
    Automated tools streamline common tasks like submitting applications, checking status, or uploading documents. That frees caseworkers to handle more complex situations that require human judgment.
  3. Real-time updates and proactive communication 
    When members receive timely alerts, whether it’s about an upcoming renewal deadline or missing documentation, they’re more likely to act quickly, helping ensure continuity of care and benefits.
  4. Simple, supportive user interfaces 
    An intuitive design, combined with helpful resources like FAQs and live chat, can guide users of all ages and tech skill levels through the process with confidence.
  5. Privacy and data security 
    Trust is fundamental. Portals must comply with all relevant data protection standards to safeguard personal information.
  6. Cost savings and operational value 
    Digital-first service models reduce paper usage, cut mailing costs and streamline processes to produce measurable savings over time for agencies and taxpayers. 
  7. Member empowerment 
    By making the benefits experience easier to understand and manage, agencies help members take more ownership of their own outcomes while improving long-term engagement and reducing churn. 

Related: Case study: Ensuring timely benefits for federal workers 

A smarter path forward for states 
Delivering great service doesn’t require more effort. It requires better tools. Solutions like Conduent’s Self-Service Portal (SSP), BenePath®, and Maven are designed to help agencies meet the dual mandate of improving constituent experience while achieving meaningful operational gains. 

These platforms offer 24/7 access, personalized information and built-in efficiencies that benefit both residents and administrators. More importantly, they help ensure that programs are accessible, trusted and responsive, just as we designed them to be. 

Let’s make it easier for people to get the help they’re eligible for while helping states do more with every dollar. Learn more now, or reach out to an expert for more information.  

About the Author

As a senior leader at Conduent, Jackie brings a strategic vision and deep commitment to serving clients in the health and human services space. With a strong track record of leadership, she drives initiatives that prioritize access to essential services for citizens across the nation. Jackie is passionate about transforming public service delivery through innovation, collaboration, and a steadfast focus on improving outcomes for the individuals and families who rely on critical support programs.

Profile Photo of Jacqueline Oldham
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