State Agency Expands Public Assistance Reach With Secure, Integrated Communications

A state agency that manages programs like Medicaid, CHIP and SNAP, focused on helping residents apply for and maintain access to essential benefits.

The agency faced an influx of applications for public assistance programs, including Medicaid, CHIP and SNAP. That surge increased the workload for eligibility workers and stretched out application processing times.

At the same time, the agency needed to keep applicants informed and make it easier for them to complete next steps without creating more avoidable calls or manual follow-up. It partnered with a contractor, which brought in CSG to help streamline the process for citizens seeking benefits.

CSG helped the agency use integrated print and digital communications to support the application journey end to end. On the print side, CSG produced and mailed applications, renewal forms and other documents with prefilled fields based on applicant data from electronic systems, making forms easier to complete.

On the digital side, the agency used CSG Xponent to send proactive email and SMS notifications for application status updates, appointments, and account changes, guiding applicants to the state web portal for self-service. It also used real-time, two-factor authentication notifications to verify identity for password resets and paperless correspondence enrollment.

The agency modernized how it supports applicants, using coordinated communications to expand reach, simplify the experience and encourage more digital self-service.