This study examines the use of robotic process automation technologies by three state agencies—Georgia, New Mexico, and Connecticut—to administer SNAP.
The purpose of this study is to help FNS better understand how states are implementing the SNAP E&T case management requirement, including how they assess individuals’ needs for services and supports and provide participant reimbursements and other support services. It was also intended to identify promising practices and lessons learned that can be used to support states as they work to provide case management services aligned with their participants’ needs, available resources, and program priorities.
In this report, data from the NFSPS are used to address three important areas of interest to FNS that relate to the quality of FSP customer service: (1) the monetary and nonmonetary costs of participating, (2) client satisfaction with services provided, and (3) the accessibility of the FSP to eligible households.