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Integrating eligibility and enrollment, one piece of software at a time
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17.86 30.9238 18.9051C29.804 19.8756 29.2815 21.2006 29.2815 22.9922C29.3002 26.5941 32.0995 29.0016 36.2799 29.0016ZM0 28.5163H7.74495V14.874V11.1042H7.81959C8.17418 12.0187 8.8647 13.3064 9.4619 14.5194L17.4868 28.535H26.1649V0.0186637H18.4199V13.9036V17.4681H18.3453C17.9907 16.4977 17.1882 14.8554 16.6283 13.7729L9.08865 0H0.0186608L0 28.5163Z" fill="black"></path><path d="M95.4028 36.2236H0V43.9499H95.4028V36.2236Z" fill="black"></path></svg></a><div class="block "><button aria-label="menu" aria-expanded="false" class="font-sans text-gray-900 border-grey"><svg width="20" height="25" viewBox="0 0 27 22" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M26.3997 1H1" stroke="black" stroke-linecap="round" stroke-linejoin="round"></path><path d="M26.3997 10.7695H1" stroke="black" stroke-linecap="round" stroke-linejoin="round"></path><path d="M26.3997 20.5391H1" stroke="black" stroke-linecap="round" stroke-linejoin="round"></path></svg></button></div></div><nav aria-label="main" class=" absolute left-0 top-[60px] responsive-container w-full flex flex-col bg-white z-50"><div class="react-slidedown"></div></nav></div></header><main id="main"><header class="overflow-hidden"><div class="bg-sage-900"><div class="responsive-container z-10 relative pt-2xl lg:pt-3xl pb-2xl"><div><h1 class="animate-titleSlide font-sans type-preset-1 font-bold md:font-black w-full text-sage-200 xl:w-3/4">Case Study</h1><p class="animate-titleSlideB text-white type-preset-1 font-sans font-bold md:font-black w-full xl:w-3/4 pb-md">Integrating eligibility and enrollment, one piece of software at a time</p><div class="animate-titleSlideC font-serif font-light type-preset-4 py-lg text-white w-full xl:w-3/4"><p class="pb-md">Nava built flexible and reusable software and design components to make it easier for Vermonters to access their benefits. These components support Vermont’s long-term vision of integrating eligibility and enrollment processes for all of the state’s healthcare and financial benefit programs.<!-- --> </p></div></div></div></div><div class="relative responsive-container xl:mb-0"><div class="bg-sage-900 h-[64px] md:h-[96px] lg:h-[128px] w-full absolute z-0 top-0 left-0 right-0 lg:left-1/2 lg:w-screen lg:-translate-x-1/2"></div><div class="relative aspect-video pb-[56.25%] w-full"><div class="w-full absolute top-0 left-0 bottom-0 bg-sage-50"><img alt="" fetchpriority="high" width="16" height="9" decoding="async" data-nimg="1" class="w-full object-cover animate-fadeIn" style="color:transparent;width:100%;height:auto" sizes="100vw" srcSet="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F33QjhuUtUHAiKEWeV7JHom%2F24be3f2443021ff801396fa2e34df2b1%2FPeople-Family-in-supermarket-Credit-Greta-Hoffman.png&w=640&q=75 640w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F33QjhuUtUHAiKEWeV7JHom%2F24be3f2443021ff801396fa2e34df2b1%2FPeople-Family-in-supermarket-Credit-Greta-Hoffman.png&w=750&q=75 750w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F33QjhuUtUHAiKEWeV7JHom%2F24be3f2443021ff801396fa2e34df2b1%2FPeople-Family-in-supermarket-Credit-Greta-Hoffman.png&w=828&q=75 828w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F33QjhuUtUHAiKEWeV7JHom%2F24be3f2443021ff801396fa2e34df2b1%2FPeople-Family-in-supermarket-Credit-Greta-Hoffman.png&w=1080&q=75 1080w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F33QjhuUtUHAiKEWeV7JHom%2F24be3f2443021ff801396fa2e34df2b1%2FPeople-Family-in-supermarket-Credit-Greta-Hoffman.png&w=1200&q=75 1200w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F33QjhuUtUHAiKEWeV7JHom%2F24be3f2443021ff801396fa2e34df2b1%2FPeople-Family-in-supermarket-Credit-Greta-Hoffman.png&w=1920&q=75 1920w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F33QjhuUtUHAiKEWeV7JHom%2F24be3f2443021ff801396fa2e34df2b1%2FPeople-Family-in-supermarket-Credit-Greta-Hoffman.png&w=2048&q=75 2048w" src="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F33QjhuUtUHAiKEWeV7JHom%2F24be3f2443021ff801396fa2e34df2b1%2FPeople-Family-in-supermarket-Credit-Greta-Hoffman.png&w=2048&q=75"/><div class="w-[128px] md:w-[192px] lg:w-[256px] h-full absolute z-10 top-0 sm:block hidden"><img alt="" fetchpriority="high" width="8" height="4" decoding="async" data-nimg="1" class="w-full object-cover PageHeader_fadeIn__X8YB3" style="color:transparent;width:100%;height:auto" sizes="100vw" srcSet="/_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=640&q=75 640w, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=750&q=75 750w, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=828&q=75 828w, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=1080&q=75 1080w, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=1200&q=75 1200w, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=1920&q=75 1920w, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=2048&q=75 2048w" src="/_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=2048&q=75"/></div></div></div></div></header><div class="animate-fadeIn2"><div class="responsive-container py-2xl flex flex-col-reverse md:grid md:grid-cols-12 "><article id="article" class="w-full md:col-span-8 text-gray-900 font-serif "><section id="intro"><p class=" py-md type-preset-5">Nava partnered with the state of Vermont to help integrate the enrollment and eligibility processes for all of its 37 healthcare and financial benefit programs — such as Medicaid, Supplemental Nutrition Assistance Program (SNAP), and Temporary Assistance for Needy Families (TANF) — that help people pay for things like healthcare, food, and daily expenses. In a matter of months, we reduced the number of days it took staff to provide an eligibility determination to SNAP applicants by 44 percent.</p></section><section id="approach"><h2 class="type-preset-3 font-bold font-sans pt-lg pb-md">Approach</h2><p class=" py-md type-preset-5">Our shared long-term goal is for Vermonters to understand, access, and maintain their benefits easily, in one place; and for staff to use efficient processes to easily help Vermonters enroll in programs they’re eligible for.</p><p class=" py-md type-preset-5">To begin our work, Nava deployed a team to Vermont to map out current service processes by creating a <a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/toolkits/service-blueprinting-facilitation-guide" target="">service blueprint</a>. This allowed us to fully understand the service and discover critical inefficiencies as well as opportunities for improvements — including the biggest barrier for Vermonters applying for or renewing benefits: the time-consuming process of submitting and processing paper documentation.</p><p class=" py-md type-preset-5">To address this barrier, Nava deployed a simple, secure web application with an uploader tool. The uploader comprises modular, reusable, and flexible software and design that could be quickly deployed to serve people now — and later be easily adapted to handle policy changes and evolving user needs.</p><p class=" py-md type-preset-5">The first version launched as a pilot, serving 50 Vermonters per month, and rapidly scaled up to serve thousands per month. While rolling out the new features, we also created a process to ensure that State staff could easily integrate them into their programs’ operations, according to their timelines and priorities.</p></section><section id="outcomes"><h2 class="type-preset-3 font-bold font-sans pt-lg pb-md">Outcomes</h2><p class=" py-md type-preset-5">Within four weeks of beginning development, Nava deployed a simple, secure web application with an uploader tool. It allowed Vermonters to submit their eligibility documents more quickly and easily—electronically, using the devices they have—instead of by mail or traveling in person. As a result:</p><ul class="list-disc ml-lg pb-md"><li class="[&>p]:py-xs"><p class=" py-md type-preset-5">46 percent of uploader users were able to submit documents within 24 hours of the State requesting them, compared to 6 percent in the baseline group, and</p></li><li class="[&>p]:py-xs"><p class=" py-md type-preset-5">the number of days to reach an eligibility determination decreased by 44 percent.</p></li></ul><div class="my-md mx-auto "><div class="bg-gray-300 p-[1px] "><img alt="A bar graph shows that it took a baseline group 9.5 days for their eligibility to be processed, while it only took 5.2 days for eligibility to be processed for the group using the document uploader." loading="lazy" width="1600" height="436" decoding="async" data-nimg="1" style="color:transparent;max-width:100%;height:auto;width:100%;background-size:cover;background-position:50% 50%;background-repeat:no-repeat;background-image:url("data:image/svg+xml;charset=utf-8,%3Csvg xmlns='http://www.w3.org/2000/svg' viewBox='0 0 1600 436'%3E%3Cfilter id='b' color-interpolation-filters='sRGB'%3E%3CfeGaussianBlur stdDeviation='20'/%3E%3CfeColorMatrix values='1 0 0 0 0 0 1 0 0 0 0 0 1 0 0 0 0 0 100 -1' result='s'/%3E%3CfeFlood x='0' y='0' width='100%25' height='100%25'/%3E%3CfeComposite operator='out' in='s'/%3E%3CfeComposite in2='SourceGraphic'/%3E%3CfeGaussianBlur stdDeviation='20'/%3E%3C/filter%3E%3Cimage width='100%25' height='100%25' x='0' y='0' preserveAspectRatio='none' style='filter: url(%23b);' href='/_next/image?url=https://images.ctfassets.net/t2ekr6eg3fr3/3gREPywmD8FwAqaQPgE5nD/59b271734a39eadedb970f730f78882a/_uploads_VT_20Case_20Study.png&w=16&q=1'/%3E%3C/svg%3E")" sizes="100vw" srcSet="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F3gREPywmD8FwAqaQPgE5nD%2F59b271734a39eadedb970f730f78882a%2F_uploads_VT_20Case_20Study.png&w=640&q=75 640w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F3gREPywmD8FwAqaQPgE5nD%2F59b271734a39eadedb970f730f78882a%2F_uploads_VT_20Case_20Study.png&w=750&q=75 750w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F3gREPywmD8FwAqaQPgE5nD%2F59b271734a39eadedb970f730f78882a%2F_uploads_VT_20Case_20Study.png&w=828&q=75 828w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F3gREPywmD8FwAqaQPgE5nD%2F59b271734a39eadedb970f730f78882a%2F_uploads_VT_20Case_20Study.png&w=1080&q=75 1080w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F3gREPywmD8FwAqaQPgE5nD%2F59b271734a39eadedb970f730f78882a%2F_uploads_VT_20Case_20Study.png&w=1200&q=75 1200w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F3gREPywmD8FwAqaQPgE5nD%2F59b271734a39eadedb970f730f78882a%2F_uploads_VT_20Case_20Study.png&w=1920&q=75 1920w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F3gREPywmD8FwAqaQPgE5nD%2F59b271734a39eadedb970f730f78882a%2F_uploads_VT_20Case_20Study.png&w=2048&q=75 2048w" src="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F3gREPywmD8FwAqaQPgE5nD%2F59b271734a39eadedb970f730f78882a%2F_uploads_VT_20Case_20Study.png&w=2048&q=75"/></div></div><blockquote class="my-2xl border-l-[20px] border-l-plum-50 pl-md "><div class="text-plum-900 type-preset-5 font-serif font-bold"><p class="pb-md">Our focus working with Nava has been to build up our own user-centered design capacity, our [agile] process, and successful adoption of these technologies. That's radically different from the way we were thinking about this one to two years ago.<!-- --> </p></div><p class="pt-xl text-plum-400 font-serif type-preset-7">Cassandra Madison, former Deputy Commissioner Department of Vermont Health Access</p></blockquote><p class=" py-md type-preset-5">Over the next eleven months, we modified and integrated the web application and uploader tool to support 37 health care and financial benefit programs, across five different departments.</p></section><section id="process"><h2 class="type-preset-3 font-bold font-sans pt-lg pb-md">Process</h2><p class="type-preset-4 font-bold font-sans pt-lg pb-md">Building seamless access to benefits for all in need</p><p class=" py-md type-preset-5">Vermont’s Agency of Human Services (AHS) currently administers up to 37 health care and financial benefit programs—that provide things like free or low-cost health care—for <a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="https://spotlightonpoverty.org/states/vermont/" target="_blank">tens of thousands of Vermonters</a>. People living on low incomes, as well as the elderly, people with disabilities, and people who are pregnant and/or caring for young children are eligible for benefits.</p><aside class="bg-plum-50 my-xl p-2xl"><blockquote><svg width="68" height="38" viewBox="0 0 68 38" fill="none" xmlns="http://www.w3.org/2000/svg"><path class="fill-plum-400" d="M10.9058 0C3.15695 2 0 6.35714 0 12.3571V25.1429H14.3498V11.6429H8.03587V11.5C8.03587 8.42857 9.11211 6.78571 13.6323 5.57143L10.9058 0ZM28.5561 0C20.8072 2 17.6502 6.35714 17.6502 12.3571V25.1429H32V11.6429H25.6861V11.5C25.6861 8.42857 26.7623 6.78571 31.2825 5.57143L28.5561 0Z"></path><path class="fill-plum-400" d="M57.0942 37.1428C64.843 35.1428 68 30.7857 68 24.7857L68 12L53.6502 12L53.6502 25.5L59.9641 25.5L59.9641 25.6428C59.9641 28.7143 58.8879 30.3571 54.3677 31.5714L57.0942 37.1428ZM39.4439 37.1428C47.1928 35.1428 50.3498 30.7857 50.3498 24.7857L50.3498 12L36 12L36 25.5L42.3139 25.5L42.3139 25.6428C42.3139 28.7142 41.2377 30.3571 36.7175 31.5714L39.4439 37.1428Z"></path></svg><br/><div class="text-plum-900 type-preset-4 font-sans font-bold"><p class="pb-md">Over the next eleven months, we modified and integrated the web application and uploader tool to support 37 health care and financial benefit programs, across five different departments.<!-- --> </p></div></blockquote></aside><p class=" py-md type-preset-5">The State is committed to providing top-notch customer service and improving the Vermonter experience wherever possible. In order to do that, AHS employs a dedicated staff of 250—all experts in health care and benefits policy—to help Vermonters navigate enrolling in and maintaining enrollment in benefit programs.</p><p class=" py-md type-preset-5">While Vermont’s system is extensive, the State was aware of opportunities to better support Vermonters. For example, there’s no single place for people to find, apply for, access, and maintain the benefits they’re eligible for. Health care and financial benefit programs require submitting the same information in multiple places. When the State did research, one Vermont resident said that managing their benefits was “extremely time-consuming and frustrating.”</p><p class="type-preset-4 font-bold font-sans pt-lg pb-md">Solving big problems with small, flexible tools</p><p class=" py-md type-preset-5">Our approach to addressing large-scale problems like these is to build and release small, modular software components that are loosely coupled by well-defined APIs. This enables us to quickly and consistently deliver services that help people now, while also building a foundation that supports long-term technical sustainability and flexibility.</p><p class=" py-md type-preset-5">In the near future, Vermont will be able to replace inflexible and inefficient legacy systems — safely and with minimal impact to services — moving the State closer to the long-term vision of integrating the eligibility and enrollment processes for all health care and financial benefit programs.</p><p class=" py-md type-preset-5">Much further down the road, when the time inevitably comes to modernize the software we build today, Vermont can update one simple component at a time, instead of engaging in the time-consuming and costly rip-and-replace of an entire enterprise system.</p><div class="my-md mx-auto "><div class="bg-gray-300 p-[1px] "><img alt="A gif showing the Vermont uploader tool, prompting the user to fill out personal information, like first name, last name, social security number, date of birth, and email address." loading="lazy" width="814" height="708" decoding="async" data-nimg="1" style="color:transparent;max-width:100%;height:auto;width:100%;background-size:cover;background-position:50% 50%;background-repeat:no-repeat;background-image:url("data:image/svg+xml;charset=utf-8,%3Csvg xmlns='http://www.w3.org/2000/svg' viewBox='0 0 814 708'%3E%3Cfilter id='b' color-interpolation-filters='sRGB'%3E%3CfeGaussianBlur stdDeviation='20'/%3E%3CfeColorMatrix values='1 0 0 0 0 0 1 0 0 0 0 0 1 0 0 0 0 0 100 -1' result='s'/%3E%3CfeFlood x='0' y='0' width='100%25' height='100%25'/%3E%3CfeComposite operator='out' in='s'/%3E%3CfeComposite in2='SourceGraphic'/%3E%3CfeGaussianBlur stdDeviation='20'/%3E%3C/filter%3E%3Cimage width='100%25' height='100%25' x='0' y='0' preserveAspectRatio='none' style='filter: url(%23b);' href='/_next/image?url=https://images.ctfassets.net/t2ekr6eg3fr3/6MiYBmDNuTAcwH7pHn7HiS/d55493382d39674b6012b1abef8366e5/_uploads_Vermont_20Document_20Uploader_20Tool-b87ce7.gif&w=16&q=1'/%3E%3C/svg%3E")" sizes="100vw" srcSet="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F6MiYBmDNuTAcwH7pHn7HiS%2Fd55493382d39674b6012b1abef8366e5%2F_uploads_Vermont_20Document_20Uploader_20Tool-b87ce7.gif&w=640&q=75 640w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F6MiYBmDNuTAcwH7pHn7HiS%2Fd55493382d39674b6012b1abef8366e5%2F_uploads_Vermont_20Document_20Uploader_20Tool-b87ce7.gif&w=750&q=75 750w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F6MiYBmDNuTAcwH7pHn7HiS%2Fd55493382d39674b6012b1abef8366e5%2F_uploads_Vermont_20Document_20Uploader_20Tool-b87ce7.gif&w=828&q=75 828w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F6MiYBmDNuTAcwH7pHn7HiS%2Fd55493382d39674b6012b1abef8366e5%2F_uploads_Vermont_20Document_20Uploader_20Tool-b87ce7.gif&w=1080&q=75 1080w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F6MiYBmDNuTAcwH7pHn7HiS%2Fd55493382d39674b6012b1abef8366e5%2F_uploads_Vermont_20Document_20Uploader_20Tool-b87ce7.gif&w=1200&q=75 1200w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F6MiYBmDNuTAcwH7pHn7HiS%2Fd55493382d39674b6012b1abef8366e5%2F_uploads_Vermont_20Document_20Uploader_20Tool-b87ce7.gif&w=1920&q=75 1920w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F6MiYBmDNuTAcwH7pHn7HiS%2Fd55493382d39674b6012b1abef8366e5%2F_uploads_Vermont_20Document_20Uploader_20Tool-b87ce7.gif&w=2048&q=75 2048w" src="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F6MiYBmDNuTAcwH7pHn7HiS%2Fd55493382d39674b6012b1abef8366e5%2F_uploads_Vermont_20Document_20Uploader_20Tool-b87ce7.gif&w=2048&q=75"/></div></div><div class="type-preset-7 border-l-black border-l-2 pl-md my-sm"><div class="font-sans "><p class="false">The Uploader provides a dynamic experience to users, prompting them to provide different information and upload different types of documents depending on which benefits programs they're applying for.<!-- --> </p></div></div><p class=" py-md type-preset-5">For now, the uploader is a reliable and robust official channel for Vermonters to provide supporting documentation when applying to any of the 37 programs. Thousands of Vermonters have used it. And, 98 percent said they would use the uploader again. One reported that it’s the “easiest and clearest website I’ve used in some time.” Another said, “The document uploader is a nice step forward and saves me a lot of time and money.” The immediate improvements are clear. But they’re also just the tip of the iceberg.</p><p class="type-preset-4 font-bold font-sans pt-lg pb-md">Repeating success with reusable components</p><p class=" py-md type-preset-5">We built the uploader to solve a common problem across many benefits programs: time wasted while submitting documents by mail or in person. To build it, we used components or patterns that can be reused for other applications: front-end design and components that can be adapted for a range of business needs; back-end code for securely formatting and storing submitted documents; and an automated uploader that reliably makes documents accessible to State staff.</p><p class=" py-md type-preset-5">So, while the uploader was quickly adopted to meet Vermonters’ current needs, the State can continue to reuse and expand upon it to cover more benefits programs and quickly adapt as policies change.</p><p class=" py-md type-preset-5">Alongside the design and development of the tool, we also created a process that helped State staff integrate the uploader into their programs’ operations. This ensured that the uploader not only improved the Vermonter experience, but also helped staff work more efficiently.</p><p class=" py-md type-preset-5">After the success of the uploader, we used the same strategy to start building Vermont’s first integrated online benefits application. This project serves a specific program, Medicaid for the Aged, Blind, or Disabled. But, like the uploader, it comprises components that can be reused and expanded upon to address a common problem: because benefits applications are long, complex forms that require conditional logic and different collection patterns they’re often confusing and require entering the same information in multiple places. This initial version of the online application will eventually expand to serve all health care and financial benefit programs, ensuring a consistent and easy experience for all benefits applicants. And we’re again working closely with State staffers on training processes and materials that enable adoption of the new service without interrupting current service delivery.</p><p class=" py-md type-preset-5">Our strategy with these projects has helped Vermont more quickly respond to Vermonters’ needs in the near term and will continue to do so efficiently and cost-effectively—even as policies and needs change—in the future. We’re looking forward to seeing this work continuously make it easier for people to get support and assistance from the government, quickly and efficiently. We’re grateful to our partners for helping us bridge best-in-class design, technical, product, and policy expertise to better serve Vermonters in times of need.</p><h4 class="type-preset-5 font-bold font-sans pt-lg pb-md">Use the uploader tool for your integrated benefits project</h4><p class=" py-md type-preset-5">The uploader tool can be adapted and reused — not only for other programs across the State of Vermont — but also for any benefit program. Special thanks to the State of Vermont for supporting broader use.</p><p class=" py-md type-preset-5">If an uploader tool could help your team integrate eligibility and enrollment for your programs, we’d love to work with you to rapidly deploy it. We can also help address your integration holistically.</p><p class=" py-md type-preset-5"><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/contact" target="">Get in touch.</a></p><h4 class="type-preset-5 font-bold font-sans pt-lg pb-md">Integrated Benefits Initiative: creating a more human-centered safety net</h4><p class=" py-md type-preset-5">This case study is part of an ongoing series presenting lessons from the Integrated Benefits Initiative, which uses human-centered design and modern technology to improve access to SNAP, Medicaid, and other safety net programs. Through small-scale pilots around the country, Code for America, Nava Public Benefit Corporation, and the Center on Budget and Policy Priorities are partnering to bring best-in-class design, technical, product, and policy expertise to show how states can build human-centered services fit for the digital age.</p></section><div class="mt-xl font-sans"><h2 class="font-bold type-preset-6 pb-xs">Written by</h2><hr class="h-[2px] bg-gray-300" aria-hidden="false"/><div class="grid grid-cols-9 w-full font-sans type-preset-7 py-md"><div class="col-span-2 sm:col-span-1 mr-sm"><img alt="Nava Logo" loading="lazy" width="65" height="65" decoding="async" data-nimg="1" class="object-cover" style="color:transparent;max-width:100%;height:auto" srcSet="/_next/image?url=%2F_next%2Fstatic%2Fmedia%2Fauthor-filler.071c05a0.png&w=96&q=75 1x, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2Fauthor-filler.071c05a0.png&w=256&q=75 2x" src="/_next/image?url=%2F_next%2Fstatic%2Fmedia%2Fauthor-filler.071c05a0.png&w=256&q=75"/></div><div class="sm:pl-md col-span-7 sm:col-span-8 block sm:grid sm:grid-cols-8"><div class="w-full sm:col-span-3 pr-sm"><p class="font-bold"><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/authors/domenic-fichera" target="">Domenic Fichera</a></p><p class="text-gray-700">Product Manager</p></div><div class="w-full sm:col-span-5 sm:pt-0 pt-sm">Domenic Fichera was a product manager at Nava. Domenic worked as a business analyst and account executive before transitioning to product management in 2018.</div></div></div></div></article><div class="hidden md:block md:col-span-1"></div><div class="w-full md:col-span-3 pt-md "><div class="type-preset-7"><div class="font-sans md:block flex justify-between pb-xl md:pb-2xl"><div><div class="pb-2xl"><p class="font-sans"><b class="font-bold block pb-sm">Published</b>May 12, 2020</p></div><div class="md:pb-2xl"><p class="font-bold pb-sm">Authors</p><ul><li id="Domenic Fichera" class="pb-md "><p><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/authors/domenic-fichera" target="">Domenic Fichera</a></p><p class=" text-gray-700">Product Manager</p></li></ul></div></div><div><p class="font-bold pb-md">Topics</p><ul><li id="Scalable solutions" class="pb-md"><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/tags/scalable-solutions" target="">Scalable solutions</a></li><li id="Continuous improvement" class="pb-md"><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/tags/continuous-improvement" target="">Continuous improvement</a></li><li id="Integrated benefit systems" class="pb-md"><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/tags/integrated-benefit-systems" target="">Integrated benefit systems</a></li><li id="Policy" class="pb-md"><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/tags/policy" target="">Policy</a></li> </ul></div></div></div><div class="mt-md type-preset-7 sticky top-48 w-full max-w-[240px] hidden md:block "><h3 class="font-sans font-bold pb-sm">On this page</h3><ul class="border-l-2 border-gray-200"><li class="font-sans pl-lg my-md ml-[2px]"><a class=" text-gray-600 hover:text-sage-700 " href="#intro" target="">Intro</a></li><li class="font-sans pl-lg my-md ml-[2px]"><a class=" text-gray-600 hover:text-sage-700 " href="#approach" target="">Approach</a></li><li class="font-sans pl-lg my-md ml-[2px]"><a class=" text-gray-600 hover:text-sage-700 " href="#outcomes" target="">Outcomes</a></li><li class="font-sans pl-lg my-md ml-[2px]"><a class=" text-gray-600 hover:text-sage-700 " href="#process" target="">Process</a></li></ul></div></div></div><section id="integrating-eligibility-and-enrollment-for-health-and-human--more-posts" class="pt-xl pb-4xl"><div class="responsive-container"><hr class="h-[2px] bg-gray-300" aria-hidden="false"/><div class="w-full pt-md flex justify-between items-center "><div class="md:w-2/3 "><h2 class="font-sans type-preset-3 font-bold">More from Nava<!-- --> </h2></div><div class="hidden md:inline-block"></div></div></div><div class="pt-2xl"><section class=""><div class="responsive-container "><div class="w-full"><div class="w-full grid grid-cols-1 md:grid-cols-2 lg:grid-cols-3 gap-x-md md:gap-x-2xl gap-y-3xl "><div class="w-full self-stretch "><a href="/toolkits/improving-products-small-iterative-experiments" class="group flex flex-col sm:flex-row gap-md md:flex-col h-full article-feed" aria-labelledby="/toolkits/improving-products-small-iterative-experiments"><div class="w-full sm:w-1/3 md:w-full"><img alt="Three young people sit around a table looking at laptops. 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He sits at the bedside of his aging mother in a hospital. She wears glasses and they hold hands. 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src="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F6rHfueCZA1NXeuoNv7SIdw%2Fe3b370a5f4e0a89ba21e89860b0c8785%2FS2-S2-Building_a_flexible_paid-Content-card-V1.png&w=2048&q=50"/></div><div class="w-full sm:w-2/3 md:w-full"><p id="/case-studies/api-paid-family-medical-leave" class="type-preset-6 mb-sm font-bold tracking-tight text-gray-900 font-sans group-hover:text-sage-400">Building a flexible paid family and medical leave program with API technology</p><p class="type-preset-6 font-sans text-gray-700">We partnered with the Commonwealth of Massachusetts to develop an API layer that connects disparate systems.</p></div></a></div><div class="w-full self-stretch "><a href="/news/nava-wins-work-supporting-customer-experience" class="group flex flex-col sm:flex-row gap-md md:flex-col h-full article-feed" aria-labelledby="/news/nava-wins-work-supporting-customer-experience"><div class="w-full sm:w-1/3 md:w-full"><img alt="" loading="lazy" width="16" height="9" 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These components support Vermont’s long-term vision of integrating eligibility and enrollment processes for all of the state’s healthcare and financial benefit programs.","image":{"id":"33QjhuUtUHAiKEWeV7JHom","url":"https://images.ctfassets.net/t2ekr6eg3fr3/33QjhuUtUHAiKEWeV7JHom/24be3f2443021ff801396fa2e34df2b1/People-Family-in-supermarket-Credit-Greta-Hoffman.png","title":"People-Family-in-supermarket-Credit-Greta-Hoffman","description":"","width":1280,"height":720},"eventInfo":null,"hideHeroPattern":null},"description":"Nava created flexible and reusable software and design components to help make it easier for Vermonters to access their benefits.","contentBlocks":[false,{"__typename":"PostBody","id":"integrating-eligibility-and-enrollment-for-health-and-human--body","body":{"json":{"data":{},"content":[{"data":{},"content":[{"data":{},"marks":[],"value":"Nava partnered with the state of Vermont to help integrate the enrollment and eligibility processes for all of its 37 healthcare and financial benefit programs — such as Medicaid, Supplemental Nutrition Assistance Program (SNAP), and Temporary Assistance for Needy Families (TANF) — that help people pay for things like healthcare, food, and daily expenses. In a matter of months, we reduced the number of days it took staff to provide an eligibility determination to SNAP applicants by 44 percent.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Approach","nodeType":"text"}],"nodeType":"heading-2"},{"data":{},"content":[{"data":{},"marks":[],"value":"Our shared long-term goal is for Vermonters to understand, access, and maintain their benefits easily, in one place; and for staff to use efficient processes to easily help Vermonters enroll in programs they’re eligible for.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"To begin our work, Nava deployed a team to Vermont to map out current service processes by creating a ","nodeType":"text"},{"data":{"uri":"/toolkits/service-blueprinting-facilitation-guide"},"content":[{"data":{},"marks":[],"value":"service blueprint","nodeType":"text"}],"nodeType":"hyperlink"},{"data":{},"marks":[],"value":". This allowed us to fully understand the service and discover critical inefficiencies as well as opportunities for improvements — including the biggest barrier for Vermonters applying for or renewing benefits: the time-consuming process of submitting and processing paper documentation.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"To address this barrier, Nava deployed a simple, secure web application with an uploader tool. The uploader comprises modular, reusable, and flexible software and design that could be quickly deployed to serve people now — and later be easily adapted to handle policy changes and evolving user needs.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"The first version launched as a pilot, serving 50 Vermonters per month, and rapidly scaled up to serve thousands per month. While rolling out the new features, we also created a process to ensure that State staff could easily integrate them into their programs’ operations, according to their timelines and priorities.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Outcomes","nodeType":"text"}],"nodeType":"heading-2"},{"data":{},"content":[{"data":{},"marks":[],"value":"Within four weeks of beginning development, Nava deployed a simple, secure web application with an uploader tool. It allowed Vermonters to submit their eligibility documents more quickly and easily—electronically, using the devices they have—instead of by mail or traveling in person. As a result:","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"content":[{"data":{},"content":[{"data":{},"marks":[],"value":"46 percent of uploader users were able to submit documents within 24 hours of the State requesting them, compared to 6 percent in the baseline group, and","nodeType":"text"}],"nodeType":"paragraph"}],"nodeType":"list-item"},{"data":{},"content":[{"data":{},"content":[{"data":{},"marks":[],"value":"the number of days to reach an eligibility determination decreased by 44 percent.","nodeType":"text"}],"nodeType":"paragraph"}],"nodeType":"list-item"}],"nodeType":"unordered-list"},{"data":{"target":{"sys":{"id":"3gREPywmD8FwAqaQPgE5nD","type":"Link","linkType":"Asset"}}},"content":[],"nodeType":"embedded-asset-block"},{"data":{"target":{"sys":{"id":"2myGNiKSqGGiX1VaLI9XEm","type":"Link","linkType":"Entry"}}},"content":[],"nodeType":"embedded-entry-block"},{"data":{},"content":[{"data":{},"marks":[],"value":"Over the next eleven months, we modified and integrated the web application and uploader tool to support 37 health care and financial benefit programs, across five different departments.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Process","nodeType":"text"}],"nodeType":"heading-2"},{"data":{},"content":[{"data":{},"marks":[],"value":"Building seamless access to benefits for all in need","nodeType":"text"}],"nodeType":"heading-3"},{"data":{},"content":[{"data":{},"marks":[],"value":"Vermont’s Agency of Human Services (AHS) currently administers up to 37 health care and financial benefit programs—that provide things like free or low-cost health care—for ","nodeType":"text"},{"data":{"uri":"https://spotlightonpoverty.org/states/vermont/"},"content":[{"data":{},"marks":[],"value":"tens of thousands of Vermonters","nodeType":"text"}],"nodeType":"hyperlink"},{"data":{},"marks":[],"value":". People living on low incomes, as well as the elderly, people with disabilities, and people who are pregnant and/or caring for young children are eligible for benefits.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{"target":{"sys":{"id":"6DUssF1DABrnD4U6IM6zJM","type":"Link","linkType":"Entry"}}},"content":[],"nodeType":"embedded-entry-block"},{"data":{},"content":[{"data":{},"marks":[],"value":"The State is committed to providing top-notch customer service and improving the Vermonter experience wherever possible. In order to do that, AHS employs a dedicated staff of 250—all experts in health care and benefits policy—to help Vermonters navigate enrolling in and maintaining enrollment in benefit programs.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"While Vermont’s system is extensive, the State was aware of opportunities to better support Vermonters. For example, there’s no single place for people to find, apply for, access, and maintain the benefits they’re eligible for. Health care and financial benefit programs require submitting the same information in multiple places. When the State did research, one Vermont resident said that managing their benefits was “extremely time-consuming and frustrating.”","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Solving big problems with small, flexible tools","nodeType":"text"}],"nodeType":"heading-3"},{"data":{},"content":[{"data":{},"marks":[],"value":"Our approach to addressing large-scale problems like these is to build and release small, modular software components that are loosely coupled by well-defined APIs. This enables us to quickly and consistently deliver services that help people now, while also building a foundation that supports long-term technical sustainability and flexibility.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"In the near future, Vermont will be able to replace inflexible and inefficient legacy systems — safely and with minimal impact to services — moving the State closer to the long-term vision of integrating the eligibility and enrollment processes for all health care and financial benefit programs.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Much further down the road, when the time inevitably comes to modernize the software we build today, Vermont can update one simple component at a time, instead of engaging in the time-consuming and costly rip-and-replace of an entire enterprise system.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{"target":{"sys":{"id":"6MiYBmDNuTAcwH7pHn7HiS","type":"Link","linkType":"Asset"}}},"content":[],"nodeType":"embedded-asset-block"},{"data":{"target":{"sys":{"id":"1GuvyGcCoEW72sH6JLGQpA","type":"Link","linkType":"Entry"}}},"content":[],"nodeType":"embedded-entry-block"},{"data":{},"content":[{"data":{},"marks":[],"value":"For now, the uploader is a reliable and robust official channel for Vermonters to provide supporting documentation when applying to any of the 37 programs. Thousands of Vermonters have used it. And, 98 percent said they would use the uploader again. One reported that it’s the “easiest and clearest website I’ve used in some time.” Another said, “The document uploader is a nice step forward and saves me a lot of time and money.” The immediate improvements are clear. But they’re also just the tip of the iceberg.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Repeating success with reusable components","nodeType":"text"}],"nodeType":"heading-3"},{"data":{},"content":[{"data":{},"marks":[],"value":"We built the uploader to solve a common problem across many benefits programs: time wasted while submitting documents by mail or in person. To build it, we used components or patterns that can be reused for other applications: front-end design and components that can be adapted for a range of business needs; back-end code for securely formatting and storing submitted documents; and an automated uploader that reliably makes documents accessible to State staff.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"So, while the uploader was quickly adopted to meet Vermonters’ current needs, the State can continue to reuse and expand upon it to cover more benefits programs and quickly adapt as policies change.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Alongside the design and development of the tool, we also created a process that helped State staff integrate the uploader into their programs’ operations. This ensured that the uploader not only improved the Vermonter experience, but also helped staff work more efficiently.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"After the success of the uploader, we used the same strategy to start building Vermont’s first integrated online benefits application. This project serves a specific program, Medicaid for the Aged, Blind, or Disabled. But, like the uploader, it comprises components that can be reused and expanded upon to address a common problem: because benefits applications are long, complex forms that require conditional logic and different collection patterns they’re often confusing and require entering the same information in multiple places. This initial version of the online application will eventually expand to serve all health care and financial benefit programs, ensuring a consistent and easy experience for all benefits applicants. And we’re again working closely with State staffers on training processes and materials that enable adoption of the new service without interrupting current service delivery.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Our strategy with these projects has helped Vermont more quickly respond to Vermonters’ needs in the near term and will continue to do so efficiently and cost-effectively—even as policies and needs change—in the future. We’re looking forward to seeing this work continuously make it easier for people to get support and assistance from the government, quickly and efficiently. We’re grateful to our partners for helping us bridge best-in-class design, technical, product, and policy expertise to better serve Vermonters in times of need.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Use the uploader tool for your integrated benefits project","nodeType":"text"}],"nodeType":"heading-4"},{"data":{},"content":[{"data":{},"marks":[],"value":"The uploader tool can be adapted and reused — not only for other programs across the State of Vermont — but also for any benefit program. Special thanks to the State of Vermont for supporting broader use.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"If an uploader tool could help your team integrate eligibility and enrollment for your programs, we’d love to work with you to rapidly deploy it. We can also help address your integration holistically.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"","nodeType":"text"},{"data":{"uri":"/contact"},"content":[{"data":{},"marks":[],"value":"Get in touch.","nodeType":"text"}],"nodeType":"hyperlink"},{"data":{},"marks":[],"value":"","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Integrated Benefits Initiative: creating a more human-centered safety net","nodeType":"text"}],"nodeType":"heading-4"},{"data":{},"content":[{"data":{},"marks":[],"value":"This case study is part of an ongoing series presenting lessons from the Integrated Benefits Initiative, which uses human-centered design and modern technology to improve access to SNAP, Medicaid, and other safety net programs. 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