Previous PTIG Award Summaries 2013 - 2017
Summaries of Process and Technology Improvement Grant (PTIG) awards for projects that have been completed:
- FY 2017
Benefits Data Trust (NY) – $500,000
Benefits Data Trust will leverage SNAP data from the New York City Department of Social Services to send text and phone messages to households who meet one or more of the following conditions: SNAP single issuance cases that have completed the interview but have not submitted documents required for ongoing benefits; Current SNAP enrollees who are up for recertification within the next 60 days; SNAP applicants who have not yet completed the interview; SNAP applicants who have not submitted their documents.Code for America, Inc. (MI)– $1,000,000
Code for America will work with the Michigan Department of Health and Human Services to design a mobile-enabled website that will allow Michiganders to apply for SNAP, submit verification documents, and periodic reports using their smartphone or computer. A real-time SMS chat system to support general inquiries and text reminders will also be developed. Code for America will build off of their knowledge and experience from their development of the digital enrollment system known as “GetSNAP”, which is currently being used in California by people applying for CalFresh, and design a website that meets the needs of SNAP applicants and participants in Michigan.County of Atlantic (NJ) – $746,131
Atlantic County will invest grant funds in improvements to its phone management system by employing robo-calls, SMS, Interactive Voice Response (IVR), and skills based phone routing to provide more self-service options and better customer service to its clients. These improvements are designed to significantly enhance the County’s ability to capture key metrics in accordance with BPR principles, automate tasks where possible for self-service information, and ultimately reduce churn. Additionally, temporary staff members will be employed to take calls as existing staff currently tasked with processing and filing using a paper based case management system is retrained.County of El Paso Department of Human Services (CO) – $614,736
The Counties of El Paso, Adams, and Pueblo will partner to implement the Automated SNAP Assistance Processing project (ASAP!), which includes a new workflow management system, HSConnect. HSConnect overlays with the State eligibility system so that caseworkers spend less time searching for documents and managing eligibility activities and promotes greater efficiency and transparency across divisions of the county’s Department of Human Services (DHS) through use of document imaging. Arapahoe County DHS originally developed HSConnect. Arapahoe County will provide the three partnering counties with technical expertise about the configuration of the proposed system in each county, respectively. This work will also include supporting each county in its business process reengineering work.County of Fresno Department of Social Services (CA) – $900,000
Fresno County Department of Social Services will establish various self-service options for their clients by providing them with the ability to check their case status and receive updates through an online portal, mobile app, or via phone using Interactive Voice Response (IVR). Clients will also be able to submit documents using an online portal or app.Mississippi Department of Human Services (MS) – $710,000
Mississippi Department of Human Services will partner with the National Strategic Planning and Analysis Research Center (NSPARC) to implement enhancements to MyDHS mobile application. These enhancements will improve the recertification process by allowing SNAP clients to receive notices, case status updates, upload verification documents, receive push notifications, and also check their EBT balance.Wyoming Department of Family Services (WY) – $529,133
Wyoming Department of Family Services (DFS) will use grant funds to create a document management system. This system will include document imaging and workflow functionality which will enable document sharing of case file records among local offices across the State and provide the capability to assign eligibility workers to various SNAP certification related tasks. Currently, DFS operates using a paper-based system to maintain and store all documents and narratives used to reach an eligibility decision for its SNAP cases. Creating an electronic based system to manage and store SNAP case file information will greatly improve overall efficiency of case management by providing SNAP eligibility workers and managers with immediate access to case material when performing reviews, discussing inquiries with clients, resolving complaints, and distributing caseloads.- FY 2016
Delaware Department of Health and Social Services (DE) – $667,618
The Delaware Department of Health and Social Services will design, develop, and implement a triage solution in each of its 18 local SNAP offices. A Triage Specialist will be stationed in the lobby area of each location to welcome clients as they enter and perform “triage” on the purpose for their visit. Triage Specialists will be equipped with a tablet that has a camera and wireless access which will enable them to connect to DE Worker Web application and view case status information. The Triage Specialist will be able to take photos of the client’s supporting documentation and email the photos to the Document Imaging System (DIS) Inbox, renewals Inbox, or other designated email inboxes. One of the applications available on the tablet will be a cloud-hosted rules-based expert system that will contain rules and decision logic to assist the Triage Specialist in addressing clients’ needs. The application will prescreen for potential eligibility but will not determine benefit amounts. This will help Triage Specialists accurately address a wide variety of client questions.Florida Department of Children and Families (FL) – $447,282
The Florida Department of Children and Families will use grant funds to improve the EBT card replacement and address change reporting process for SNAP recipients. System programmers will make changes to existing software to allow clients to report if their EBT card was Lost, Stolen, or Damaged and submit a request for a replacement EBT card in the web-based self-service portal. The EBT vendor will make changes to existing software to interface with the State’s eligibility system to allow the EBT system to accept the transmission of a replacement card request, change the status accordingly, and also create the necessary logs for tracking and reporting purposes. This will streamline the replacement EBT card process and improve the accuracy of the mailing addresses on file for clients. In turn, this will reduce the amount of returned mail and provide replacement cards to customers in a timely manner.Maryland Department of Human Resources (MD) – $723,065
The Maryland Department of Human Resources (DHR) will use grant funds to better coordinate case management service across American Job Centers, community-based SNAP E&T providers, and local Departments of Social Services. DHR will pilot the implementation of ICF Incorporated’s proprietary tool, wQ®, in Baltimore City and the eight Maryland counties that have implemented FNS Able-bodied Adults Without Dependents (ABAWD) time-limit waivers. DHR will integrate wQ® with the existing Maryland Workforce Exchange (MWE) and a suite of SNAP E&T tools. By sharing key client information collected in wQ® with the MWE system, DHR hopes to increase the rate of referral to MWE by SNAP caseworkers and partners, simplify the registration of clients into MWE, improve the usage of MWE by SNAP clients, and ultimately help SNAP clients meet their work requirements on their pathways to self-sufficiency.Missouri Department of Social Services – $955,035
The Missouri Department of Social Services will use grant funds to rewrite the MO Benefit Center platform using Microsoft .NET to enable mobile capability. The project will also expand the customer portal to offer self-service functionality which will include the ability to submit a SNAP application, report changes in household circumstances, and provide the option to receive automated reminder calls or text messages. New geographic information will also be available on the MO Benefit Center website to help clients locate the nearest food bank, resource centers, Veteran’s Affairs facilities and Workforce Development Job Centers.Nebraska Department of Health and Human Services (NE) – $607,000
The Nebraska Department of Health and Human Services’ project consists of three initiatives to achieve customer service outcomes to improve access to SNAP benefits by eligible applicants. 1) Workforce optimization software will be purchased to provide information to managers and supervisors needed for scheduling or forecast staffing. 2) Communication boards will be purchased and a network will be developed to connect the dashboard programming to the operating systems (phone, document management, and eligibility). Changes to the N-FOCUS eligibility system will be made to create automated lists of clients who consent to receive text message alerts along with their phone number and a daily file of text messages to be sent. Text reminders will be sent to clients to alert them if verification is needed, if recertification is due, changes in case status, and other changes affecting eligibility. This will serve as a complement to mailed or emailed notices for those who have opted to receive electronic notices through Nebraska’s FNS approved Electronic Notice waiver.Info Line of San Diego 2-1-1 (CA) – $100,000
Info Line of San Diego 2-1-1 (CA) will use funding to connect three systems as part of the region-wide data exchange. Through this project, the telephone system (inContact), the appointment setting system (TimeTrade), and a new text messaging system will auto-populate information into 2-1-1’s Client Management System (Salesforce). This information will interface and ultimately 2-1-1’s client records will be accessible to the County of San Diego as part of a community-wide initiative to streamline client access to services and to share client data across stakeholders. The County will be able to see relevant pieces of work completed prior to an application being submitted by 2-1-1 along with relevant data that the client shared.Washington Department of Social and Health Services (WA) – $1,500,000
The Washington Department of Social and Health Services (DSHS) will use grant funds to develop a mobile app that will provide SNAP clients and applicants with the ability to upload documents, review, and update their case information using an app designed for smartphones and tablets. This project will also enable DSHS to use web platforms to send text message alerts and reminders to clients informing them of upcoming appointments or needed documentation.- FY 2015
NYC HRA Dept of Social Services (NY) – $1,548,065
The City of New York Human Resources Administration/Department of Social Services (HRA) will develop a mobile application for smartphones and tablets that will make it easier and more efficient for SNAP clients to complete their SNAP applications and recertification, access their case status and benefit issuance information, upload required documents, and communicate with the agency. This project seeks to improve the ways low-income New Yorkers can interact with HRA and will help to address the persistent challenge of clients missing deadlines to complete the SNAP eligibility process.County of Yolo (CA) – $99,979
The Yolo County Department of Employment and Social Services (DESS) will contract with a telecommunications vendor to create and implement a web platform that the Yolo County DESS will use to send text message directly to CalFresh (SNAP) recipients who opt-in to this communication service. Utilizing the existing Yolo County DESS database, the awarded telecommunications vendor will be responsible for creating, installing, and maintaining the text messaging platform to provide text messaging service and delivery. The vendor will also provide training, technical guidance, and technical support to Yolo County DESS staff. Lastly, the vendor will collect usage data on the Text Alert Program and provide this information to the Yolo County DESS staff for program analysis and evaluation. SNAP applicants and recipients will benefit by receiving text message alerts, in addition to the standard mailed notifications, when action is needed to receive or continue their benefits. The project will also include a marketing and outreach campaign to promote the program during its implementation and to ensure that eligible participants are aware of their opportunity to receive CalFresh renewal notices via text message.New Jersey Department of Human Services – $1,455,528
The Department of Human Services/Division of Family Development (DHS/DFD) will use grant funds to integrate their Digital Imaging Management System (DIMS) with the New Jersey Tracking and Reporting System (SNAPTrac). This system integration will improve client services by streamlining business processes facilitated by document imaging. This initiative will allow for the incorporation of barcodes in all outgoing SNAP notices, direct links to allow caseworker access to electronic content management and case files, and will allow for Business Process Reengineering (BPR) of new applications, interim reports, and recertification. Furthermore, the DIMS/SNAPTrac Integration Project will leverage existing systems to address gaps that often lead to application processing delays or eventual churn due to flaws in the recertification.California SAWS Consortium IV Joint Powers Authority – $853,326
Thirty-nine of California’s fifty-eight counties currently comprise the Statewide Automated Welfare System (SAWS) Consortium IV (C-IV) which have implemented the online application, C4Yourself®. These counties include: Alpine, Amador, Butte, Calaveras, Colusa, Del Norte, El Dorado, Glenn, Humboldt, Imperial, Inyo, Kern, Kings, Lake, Lassen, Madera, Marin, Mariposa, Mendocino, Merced, Modoc, Mono, Monterey, Napa, Nevada, Plumas, Riverside, San Benito, San Bernardino, San Joaquin, Shasta, Sierra, Siskiyou, Stanislaus, Sutter, Tehama, Trinity, Tuolumne and Yuba. This project will provide funding for continued improvement of the C4Yourself® application tool by adding technical enhancements through a C4Yourself® mobile application. These enhancements include notifications and reminders to clients, the addition of real-time, secured two-way messaging between the eligibility worker and clients, the capacity to check benefit amounts and submit documentation all through the C4Yourself application. These enhancements will enable C-IV to improve and sustain SNAP participation, reduce “churn”, and increase participation in self-service usage as well as keep CIV relatively current with technological advances and public expectations.Jefferson County (NY) – $141,716
Jefferson County Department of Social Services (JCDSS) will purchase 4 Kiosks that will provide a variety of functions for clients and purchase software so that the Kiosks can communicate with their current systems; 2 in the JCDSS lobby, 1 located at the Watertown Urban Mission, and 1 located at the Community Action Planning Council. The Kiosks will enhance the customer experience, improve our systems, and increase efficiency of processing cases through the following functions: 1) Customers will have the option to check-in vs stand in line, 2) Customers can scan documents into the Kiosks which will be sent directly to their case, 3) Customers can apply/recertify for SNAP benefits on-line and scan documents simultaneously, 4) Applicants will be screened for expedited SNAP benefits, 5) Kiosks will reduce wait time and the number of customers waiting in the lobby and 6) Reduce and measure “churning.”SC Thrive (SC) – $911,386
SC Thrive is partnering with South Carolina Department of Social Services (SCDSS) to build SNAP Assist which is: (1) a mobile device Apps so clients can complete SNAP applications on their smart phones, (2) an expansion of the Contact Center to take SNAP applications by telephone (with electronic signature and real-time electronic submission to SCDSS), and (3) a backup system to keep eligibility work flowing through SCDSS in times of outage. The 2 counties that will benefit most from the new services are Oconee and Pickens (the most northwestern counties in SC). The mobile App will support all stages in the application process, from the initial “check your eligibility” screener through to final application and electronic submission. It will also include a camera-based image scanning of required documents from the client’s device (including secure storage) and reminder alerts for recertification and missing data to help reduce churn.- FY 2014
Monroe County Department of Human Resources (NY) – $6,682
Monroe County Department of Human Resources will purchase Integrated Auto-Dialer Telephone Software to implement a robo-call system. The system will be used to remind SNAP recipients to submit recertification documents and periodic reports in a timely manner as well as to remind recipients of the date and time of their scheduled recertification phone interview. The software will help improve efficiency and decrease churning by a predicted minimum of 10% the first year.Florida Department of Children and Families, Economic Self-Sufficiency (FL) – $150,757
Florida Department of Children and Families will purchase scan station software with Optical Character Recognition (OCR) and reporting capabilities. OCR can associate most documents with the appropriate case by extracting information from the document, such as the name, SSN, or case number, to automatically search and index to the proper case. This new technology will allow staff to spend less time on data entry resulting in faster processing of applications and recertifications. The estimated error rate for the OCR software is one percent which is an estimated benchmark based on prior contracts with mail and scanning vendors. The use of OCR can be replicated by other States.Oklahoma Department of Human Resources (OK) – $1,415,712
Oklahoma Department of Human Resources will improve the quality and efficiency of Connect Oklahoma by enhancing technology for staff and clients using mobile devices. The project includes the development of a mobile enabled OKDHSLive! to increase using adapted software applications to reduce wait time. Workers will have the ability to use mobile devices at disaster recovery centers. The project will utilize a State wide appointment setting system.Oregon Department of Human Services (OR) – $646,000
The Oregon Department of Human Services (DHS) will expand the Employment and Training (E&T) services in three new geographic locations, with four project partners, to provide services to veterans, military service members, and Native Americans. The project will serve a total of 752 SNAP participants in the Counties of Lane, Jackson, Klamath and Lake, and with the Klamath Tribes. Project services will include assessments, GED completion, job search training, work experience, E&T resources, job search, work experience, and job retention.City of New Human Resources Administration Department of Social Services (NY) – $720,239
The City of New York Human Resources Administration Department of Social Services (HRA) will improve the effectiveness and efficiency of the SNAP office processes through a comprehensive skills gap analysis of staff core competencies and the development and delivery of a targeted core competencies training program that will re-align SNAP staff skills to more effectively and efficiently serve SNAP clients. Through its SNAP Core Competencies Initiative (SCCI), HRA will train 62 staff trainers who will deliver the SCCI curriculum to 1,200 SNAP Center staff. The training will prepare the staff with the operational, technical, and customer service skills needed to effectively support clients.Steuben County Department of Social Services (NY) – $20,692
Steuben County Department of Social Services will increase access within a rural county by placing two workstations in the County offices, three application stations in the Pro Action's One Stop Career Search centers in Bath, Corning, and Hornell; and two mobile workstations for use by two outreach workers, one each from Catholic Charities and the Steuben County Office of Aging. The additional work stations will increase application and recertification access, reduce application errors, loss and/or damage of original documents, and improve timeliness.County of Suffolk (NY) – $175,000
Wyoming Department of Family Services (DFS) will use grant funds to create a document management system. This system will include document imaging and workflow functionality which will enable document sharing of case file records among local offices across the State and provide the capability to assign eligibility workers to various SNAP certification related tasks. Currently, DFS operates using a paper-based system to maintain and store all documents and narratives used to reach an eligibility decision for its SNAP cases. Creating an electronic based system to manage and store SNAP case file information will greatly improve overall efficiency of case management by providing SNAP eligibility workers and managers with immediate access to case material when performing reviews, discussing inquiries with clients, resolving complaints, and distributing caseloads.County of San Diego (CA) – $1,000,000
The County of San Diego will enhance its current E&T program by creating an online learning component to the existing E&T program to improve access for SNAP recipients as well as a means to communicate with potential employers. In addition the project will provide equipment for 48 self-service stations which will increase access points to assist in submitting electronic CalFresh applications and the job application process. The project will serve approximately 1,100 SNAP participants monthly.Erie County Department of Social Services (NY) – $41,609
Erie County Department of Social Services will establish a call center for real-time case processing of income maintenance changes and to develop an OnBase electronic case and work assignment tracking system. The call center will enable the Agency to respond immediately to customer inquiries and provide better customer service. The technology will allow supervisors to monitor call activity and wait times in real time, increasing the ability to evaluate performance outcomes and identify training needs.State of Connecticut Department of Social Services (CT) – $75,100
The State of Connecticut Department of Social Services will modify various components of their SNAP E&T program in an effort to increase participation in the program. The enhancements include expanding the number and location of E&T contractors; aligning current and future workforce and training needs of SNAP participants; modifying the intake/assessment and case management process; and implementing strategies to increase participation and track retention. The project will connect with community colleges for training opportunities and the University of Connecticut will provide cultural competency training.Jackson Medical Mall Foundation (MS) – $748,209
Jackson Medical Mall Foundation will provide comprehensive E&T services targeting counties in central Mississippi to launch a Community Training and Employment Collaborative targeting SNAP recipients. The SNAP participants that complete the training program will be placed in living wage jobs for sustained periods of time. The collaborative consists of community based organizations and academic institutions. The project will use a case management design where Family Support Workers will meet in-person with SNAP participants 1 day per week for the first 3 months, provide coaching, and provide participant follow-up for 12 months.- FY 2013
Delaware Department of Health and Social Services (DE) – $2,800,000
Delaware Department of Health and Social Services will implement a pilot project serving the ABAWD population within New Castle County utilizing wrap around support services. The pilot project will assess participants skill level, reduce employment barriers, and offer access to job related services to support participants in meeting their identified employment and career goals.Jefferson County Department of Social Services (NY) – $24,157
Jefferson County Department of Social Services will purchase call center software to utilize with their current “task based” system. The software will monitor all phone calls in real time to better manage the volume of calls and staff coverage.City of New York Human Resources Administration/Department of Social Services (NY) – $650,000
City of New York Human Resources Administration/Department of Social Services in partnership with the Metropolitan Council on Jewish Poverty (Met Council) will pilot Electronic Application and Scanning Express (EASE) Service Areas at SNAP Centers and Community Based Organizations (CBOs) in fifteen target communities. EASE Service Areas will enhance New York City residents’ ability to file SNAP applications online as well as scan and upload eligibility documentation electronically.Florida Department of Children and Families, Economic Self-Sufficiency (FL) – $71,612
Florida Department of Children and Families, Economic Self-Sufficiency will implement an interactive video recording with American Sign Language (ASL) for the Department’s online user interface to SNAP benefits. The new technology that will improve access to SNAP benefits for Limited English Proficiency individuals, including deaf, hard of hearing, and illiterate applicants and recipients using interactive video.Massachusetts Department of Transitional Assistance (MA) – $666,356
Massachusetts Department of Transitional Assistance (DTA) will implement a multilingual online client interface to improve access to SNAP benefits for Limited English Proficiency applicants. The Massachusetts Executive Office of Health and Human Services (EOHHS) in conjunction with DTA will construct, implement, and assess a Multilingual Virtual Gateway SNAP Online Application.City and County of San Francisco Human Services Agency (CA) – $600,000
City and County of San Francisco Human Services Agency will develop a data system designed to improve workflow processes by collecting and tracking data on CalFresh Employment and Training (CFET) participants using a new database system. The database system will enable the City to evaluate the effectiveness of the CFET, make decisions regarding improvements to the program design, and document program results both internally and externally (to policymakers, funders and other stakeholders). The proposed database will be modeled on the eJAS system developed by the State of Washington.Arvada Community Food Bank (CO) – $187,875
Arvada Community Food Bank will implement the Bridges to Opportunity Program to provide application assistance, GED instruction, and employment readiness skills for participants. The program will partner with faith based agencies and will provide family advocacy services to support self-sufficiency for able-body SNAP eligible households in Northern Jefferson County.