Complicated application or intake processes can create a type of burden called compliance costs. Image: Mark Van Scyoc/Shutterstock.com
By: FEDweek StaffAn analysis of pandemic relief programs provides lessons that “can be applied across programs in the future” in improving customer experience with federal agencies, says a posting on performance.gov and an accompanying report providing examples of strategies some agencies used successfully to reduce administrative burdens.“
It’s crucial we build understanding about how to make it easier for people to learn about, apply for, and access benefits. Reducing administrative burden — the time, psychological, and other costs people incur while interacting with the government — is key to answering this question and improving customer experience,” it said.
It said that “learning costs” involve the burden on the public of knowing about available programs and how to apply, which can be reduced by “Understanding what type of outreach is most effective with potential program recipients.” For example, it says that applications in a child care provider grant program increased through using both emails and text messages, while a homeowner’s assistance program found little value in sending postcards.“
Complicated application or intake processes can create a type of burden called compliance costs. One method used to simplify these processes allowed programs to use reasonable proxy data, such as the average incomes in the household’s geographic area, to verify an applicant’s income eligibility,” it says.
Addressing both types of costs further was found to be more effective than addressing only one of them in reducing psychological costs, such as anxiety and distrust, the public may experience when applying for or accessing benefits, it adds.
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