Administrative checkpoints, burdens, and human-centered design: Increasing interview access to raise SNAP participation

• 成果类型: Article
• 署名作者: Kim, Jae Yeon; Herd, Pamela; Jilke, Sebastian; Moynihan, Donald; Rodden, Kerry
• 署名单位: Johns Hopkins University; University of Michigan System; University of Michigan; Georgetown University
• 刊物名称: JOURNAL OF POLICY ANALYSIS AND MANAGEMENT
• ISSN/ISSBN: 1520-6786
• DOI: 10.1002/pam.70007
• 发表日期: 2025
• 页码: 1153-1170
• 关键词: recertification; estimators; policies; program

摘要

In this study we describe the potential of human-centered design principles to identify burdens, reducing the effects of administrative checkpoints. Administrative checkpoints-mandatory requirements that must be satisfied in order to progress in an administrative process-have disproportionate negative effects in excluding the public from receiving public services. Mandatory interviews are one such checkpoint. Based on consultation with safety net clients and caseworkers, we designed a field experiment (N = 1,554) to minimize the exclusionary effects of mandatory interviews for SNAP applicants. Compared to a control group that received a traditional mailer reminder, SNAP applicants who also received texts reminding them of the interview and communicating flexible interview anytime scheduling options had a higher interview completion rate by 10 percentage points, a higher benefit-approval rate by 6 to 7 percentage points, and also completed interviews 3 to 4 days sooner. Follow-up surveys show that the text reminders reduced learning costs about the interview requirement and increased applicant confidence about their ability to manage the process.