SNAP Discovery Sprint

Problem

The number of households facing food insecurity more than doubled shortly after the COVID-19 pandemic started compared to 2018, increasing from 11% to 23%. To help address this concern, Congress gave states the option to waive requirements for SNAP administration and benefits delivery to reflect constraints during this unprecedented time. Congress also broadened eligibility and increased the benefit amount for program recipients.

The intent of these changes was to streamline the process of getting much-needed benefits to individuals and households facing food insecurity. However, SNAP applicants and participants still faced a cumbersome process to access the benefits they are entitled to. Compounded with the already difficult process of applying and receiving benefits, additional hurdles such as lack of internet access, confusing technology, and transportation to and from appointments. States also experience difficulties administering benefits and processing applications.

Congress's generosity and tweaks to SNAP shed light on outdated technology, antiquated processes and procedures, and unrealistic demands on individuals and families seeking benefits they are eligible for.

Solution

USDS was asked by USDA to help evaluate these issues and identify potential solutions. In this 2-month engagement at the start of 2021, USDS conducted a discovery sprint to better understand the pain points in SNAP administration from the federal, state, and applicant perspectives. We delivered a report with our findings for USDA to review and implement.

Process

Our team conducted 50 remote research with over 70 individuals to learn more about this problem. From our conversations with state program offices and community-based organizations, we learned about benefits administration and delivery. However, we were unable to speak with people applying for and receiving SNAP benefits, the people we needed to hear from most.

Through our conversations with federal, state, and community offices, it became evident that the process was not designed with the benefit recipients in mind. The process of applying for SNAP does not take into account the unique constraints individuals and families in the most need face, like technology and internet limitations, demanding in-person requirements, and marginalization of people in need.

Outcome

USDS delivered a report to USDA on our findings. As a result of our work on SNAP, our team was asked to evaluate WIC with the same critical perspective.

Our team learned that applicants take on the administrative burden, on top of their own, due to outdated and difficult tools and processes implemented by states. This technology, which was designed to assist in the benefits administration process actually hinders access to benefits. We also learned that the changes Congress made during the pandemic, while easing some burden, shed light on the gravity of these issues and created an unsustainable process to manage.

This project was completed while I was working at the US Digital Service.