Case Study

New York City Human Resources Administration Improves Application Process for SNAP

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Like most human services programs, the New York City Human Resources Administration (HRA) was challenged by growing caseloads.  They needed to find a way to improve service delivery while addressing increased caseloads.  They decided to transform their screening tool, ACCESS NYC, so that multiple in-person visits to one of its offices would no longer be required.  Instead, citizens could apply for and manage their benefits and services using multiple channels.  HRA turned to IBM Watson Health and Cúram.

Using the IBM Cúram for Income Support module, NYC HRA focused on making it possible for citizens to submit benefit applications and recertifications through the portal.  A key focus of the project was putting citizens’ needs first, particularly for the 40,000 people applying for the Supplemental Nutritional Assistance Program (SNAP) every month. The end result has been improved customer service despite an increase in applications for benefits.

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