Online Access to State Services

In my current line of work I've had the opportunity to evaluate several web sites that state governments have developed to assist the public in finding services they may need; such as Medicaid, CSHCS, Food Stamps, TANF, WIC, etc. These web sites are a great information source for those seeking services, especially multiple services. However, the one thing most of them lack is the ability to apply for those services electronically through the same web site.

What's even more frustrating is the process by which some state web sites attempt to help the public find services. A state citizen essentially visits the web site, enters their household, income, and insurance information, etc. (which is somtimes quite time consuming) and finally provides a final answer of something like, "Yep, it looks like you may be eligible for this program or that program. Here is a list of offices where you can pick up an application."

In this day and age of web applications, for crying-out-loud, let people apply for services through that web site! Don't just tell them they may be eligible and then be done, CONTINUE ON! Build a web application that helps them electronically apply. And if you don't have the resources to do that, then use our system: The ONE Application.

For several years I've been the lead developer for The ONE Application, a web-based solution that allows states to place their applications for services online, through one web portal. The unique benefit about The ONE Application is that your state's citizens are able to:

1) Be screened for multiple state services

2) Then apply for those service for which they may be eligible in a non-duplicative question process

3) Electronically sign and submit their applications to the state offices

State program intake workers use the same web site to manage the submitted applications and to determine final eligibility. The ONE Application can even send the data provided by your citizens and send it automatically to an existing legacy system.

The ONE Application is in production in Utah (Utah Clicks) and is in the pre-production stage in Indiana (Indiana WINS). As of this date, Utah Clicks submits nearly 60% of Utah Medicaid's applications and has processed over 30,000 applications for various services since May 2005. All of this activity with little or no advertising by the Utah Department of Health and the Utah Department of Workforce Services. Its a good system, it works, and the public likes using it.

Old-style informational web sites are a thing of the past. In my opinion, if a state doesn't have a web site that helps citizens apply for multiple services, their behind the IT curve and seriously disservice their citizens.