Speaker: Donald Moynihan, Georgetown University
Co-authors: Jae Yeon Kim (Code for America), Pamela Herd (Georgetown University), Sebastian Jilke (Georgetown University) and Kerry Rodden (independent researcher)
Abstract: In this study we introduce the concept of administrative checkpoints as a type of state action that increases the experience of administrative burdens and provide an empirical example of how minimizing the effects of checkpoints can increase take-up of a social safety net program. Administrative checkpoints - mandatory requirements that must be satisfied in order to progress in an administrative process - have disproportionate negative effects in excluding the public from receiving public services. Mandatory interviews are one such administrative checkpoint. We describe the potential of human-centered design principles to reduce these and other administrative burdens. Based on consultation with safety net clients and workers, we designed a field experiment (N=1,554) to minimize the exclusionary effects of mandatory interviews for SNAP applicants. Compared to a control group that received a traditional mailer reminder which did not offer flexible interview options, SNAP applicants who also received texts reminding them of the interview and communicating flexible scheduling options had a higher interview completion rate by 10 percentage points, a higher SNAP approval rate by 7 percentage points and also completed interviews sooner. Post experiment surveys show that the text reduced learning costs about the interview requirement.