Modernizing Channels of Communication with SNAP Participants
This report describes the best practices and lessons learned from states that enable SNAP-related business from mobile devices. Findings showed that the use of mobile devices improved communication and increased efficiency. The technology reduced churn by allowing clients to apply or recertify remotely and streamlining the application submission process; reduced barriers to access, especially in rural areas with limited broadband access but sufficient cellular data; and facilitated continuous services during emergencies such as the COVID-19 pandemic. The study used data from two national scans, five case studies, and focus groups with SNAP participants.